If an invoice payment appears to have been scheduled and subsequently collected on the wrong Direct Debit contract follow the steps below to check if the correct Xero customer is linked to the correct Access PaySuite contract:
Log into the Middleware with your Xero credentials.
Navigate to Manage Contracts, Import.
Locate the correct customer under the Customer Name field and press View / Unlink.
Check that the Xero Customer corresponds with the correct ECM3 (now Access PaySuite) Customer.
If the incorrect customer is linked but a payment has already been scheduled the Unlink button may not work, so please reach out to our support team and request to speak to an agent.
Unlinking carries significant risks after invoice payments have been scheduled and processed through the integration.
Access PaySuite schedules payments which are then monitored by the Middleware to prevent duplicate collection attempts on the same invoice.
When you unlink a contact, this tracking data is permanently lost. Subsequently relinking the Xero contact causes the system to treat all invoices as if they were new. Whilst this poses no issue for invoices that were paid and correctly marked as such in Xero (since the integration won't attempt to collect payment for invoices with a 'Paid' status), it creates problems for any invoice still showing as pending.
Any invoice appearing as awaiting collection in Xero will be rescheduled for payment in Access PaySuite, potentially resulting in duplicate payment attempts.