Troubleshooting invoices and online payments

The questions people actually ask, with the cause and the fix. Each answer links to the page that explains the feature properly.

The customer’s invoice has no Pay now button

Work down this list — the first two cover almost every case.

No payment provider is available to your workspace. Open Settings → Payment Gateways. If there is no banner above the list, nothing is configured, and no pay button is offered anywhere. Either ask your SaleSprint operator to enable collection for you, or set up your own provider.
Nothing is owed. A paid, cancelled or written-off invoice has no button. That is correct.
The invoice is still a draft, or waiting for approval. A draft has not been issued and the customer cannot open it at all. Post it.
Something went wrong creating the link. The customer still gets their invoice, just without the button, and the failure is recorded on the server for your operator.

Nothing warns you in any of these cases — the message simply goes out with a View invoice link instead.

The customer says they never got the invoice

The customer has no email address. The automatic Invoice issued message goes by email only. With no address on the customer’s record, nothing is sent and nothing tells you. Add the address under Contacts → Customers, then use Send on the invoice.
Email the customer about sales is switched off. That one setting stops every automatic customer email, the invoice included. See what gets sent.
The sale had no customer, or nothing was owed. A walk-in sale and a sale paid in full raise no invoice, so there is nothing to send.
It is an older credit sale. Credit sales made before invoices were introduced are never emailed automatically, even once they have been given an invoice.
It went to spam, or the address is wrong. Check Notifications delivery for the message.

You can always send it again by hand with Send on the invoice — by email, WhatsApp or SMS. Leave the recipient empty and it goes to the customer on the invoice.

“…is a stocked product; sell it through a sale”

You added a product whose stock is tracked to an invoice raised in finance. Those invoices never move stock, so the product is refused.

If goods are changing hands, make a credit sale instead. It moves the stock and raises the invoice for you.
If you are only billing for a service, use a text line or a product that is not stock-tracked.

“invoice … has payments applied” when cancelling a credit sale

The sale’s invoice has had a payment applied to it — at the till, in finance, or online. Cancelling would leave that money attached to a debt that no longer exists, so it is refused.

Deal with the money first — refund it or credit it — and then cancel the sale.

“this sale would take the customer to …, over their credit limit”

The customer has a credit limit, and what they already owe plus this sale’s unpaid balance is more than it. Take more payment now, collect what is outstanding, raise the limit, or have somebody with the override permission complete the sale. See credit limits.

I cannot cancel, delete or edit an invoice

If the invoice came from a credit sale, it belongs to the sale. Its items, amount and customer cannot be changed on the invoice, and it cannot be cancelled or deleted there — you get a message telling you to act on the sale. Cancel the sale and the invoice is cancelled with it.

For an invoice you raised yourself, the lines and amount are fixed once it is posted. Correct it with a credit note.

“a customer invoice is created as a draft; post it to issue it”

You chose a status other than Draft while creating an invoice. Leave it on Draft, save, and then use Post to GL.

A credit sale has no invoice

It was paid in full. Nothing is owed, so no invoice is raised.
It is a pickup-later sale that has not been collected. Its invoice is raised when the goods are released.
It is a backorder with items still waiting for stock. These do not get an invoice yet.
It was made before invoices were introduced and has not been converted. Ask your administrator — see credit sales.

The customer paid, but the invoice still shows as owing

Give it a few minutes. SaleSprint confirms every payment with the provider. If the provider’s notification was delayed, the payment is picked up by SaleSprint’s own checks shortly afterwards.
Check Payments → Payment Requests. If the request is Under review, the provider reported a payment that does not match what was asked for, and it has deliberately not been applied. See under review.
If it says Failed, no money was taken for that attempt. The customer can press Try again on the same link.

The customer was asked for the wrong amount

The Pay now button in an email asks for what was owed when that email was sent. If you have recorded a part-payment since, send the invoice again. See how much the customer is asked for.

The customer’s link says it has expired

“This link has expired or is no longer valid” — the document link itself is too old, was revoked, or was mistyped. All of these show the same message on purpose. Send the invoice again.
“This payment link has expired” — the payment page was left too long. Opening the invoice again, or a freshly sent one, gives a new one.

I cannot mark an online payment as paid

That is deliberate. An online payment is only ever completed by the payment provider’s own confirmation. If the customer paid you some other way, record it as a customer payment in finance or with Add payment on the credit sale.