Summary
The Correction adjustment type is used to modify the amount of a charge or payment within Cloud 9. However, there are limitations on when corrections can be applied. For example, a balance adjustment cannot be edited or changed using a correction. If a balance adjustment is entered incorrectly, a new balance adjustment must be created to correct it. Additionally, only certain payment types are eligible for Correction Adjustments. You can learn more about adjustments in this article: Balance Adjustment Basics.
This article will outline the limitations and guidelines for using corrections in Cloud 9.
Correcting a Payment
Corrections can be applied to payments made via check, cash, or money order. For credit card payments, if you have an integrated payment processor, correction adjustments will not be permitted. It’s important to note that in Cloud 9, payments are displayed as negative or credit balances. Additionally, when you enter a negative balance (e.g., -$250.00) in Cloud 9, the system will automatically convert it to ($250.00), which is the intended behavior. In order to correct a payment follow these steps:
- On the payment line item, click the hamburger menu on the left side to open the 'Ledger Actions' menu.
- Select the 'Correction' option from the menu.
**Note: If the correction option is not available when you click on this menu, it means this payment type is not eligible to use a correction on (e.g., integrated payment processor credit card payment or ACH autopayment.)
- Enter the correct amount by typing in a negative (credit) value. For example, if the original payment was entered as $250.00 but should have been $275.00, you would enter -$275.00. The system will automatically display this as ($275.00), which is expected behavior.
- Enter a comment explaining the reason for the correction and click the green "Correct" button.
- Once the correction is made, the ledger will display a blue line item as an adjustment to update the total, without altering the original payment line item. The correction from our example of a $250.00 payment to a $275.00 payment will appear as an adjustment in the ledger shown in the screenshot below.
Correcting a charge
Corrections can be applied to all manual charges posted to the ledger. However, charges originating from a contract (such as payment plan periodic charges, contract start charges, or charges generated by the contract) cannot be reversed, and the correction option will not appear in the 'Ledger Actions' menu. All other charges posted to the ledger, whether from the checkout screen or manually applied by clicking the post charge icon (dollar sign) in the upper right corner of the ledger screen, are eligible for correction. To correct a charge the steps are:
1. On the payment line item, click the hamburger menu on the left side to open the 'Ledger Actions' menu.
2. Select the 'Correction' option from the menu.
3. Enter the correct charge amount typing in the positive value that should have been entered the first time. In this example, the broken bracket charge is $20.00 but it should have been entered as $75.00, so I will enter $75.00 for the charge correction, (screenshot below.)
4. Enter a comment explaining the reason for the correction and click the green "Correct" button.
5. Once the correction is made, the ledger will display a blue line item as an adjustment to update the total, without altering the original payment line item. For our broken bracket charge that changed from $20.00 to $75.00, it posts a positive $55.00 to the ledger, adding the difference to the balance to correct it.
To correct a charge or payment in Cloud 9, remember to enter the updated payment amount as a negative, as this is how payments appear in the system. Corrections are only applicable to check, cash, money order payments, or credit card payments made outside of Cloud 9 (not through integrated payment processors). Charges that can be corrected must be manually posted to the ledger or posted during checkout; charges originating from a contract cannot be corrected. If the 'Correction' option is not available in the 'Ledger Actions' menu, the payment or charge cannot be corrected and must be addressed with a balance adjustment. Additionally, adjustments cannot be corrected and must also be fixed using a balance adjustment
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2