Troubleshooting: Managing Customer Information

AccountsReceivableGuide > Accounts Receivable > Managing Customer Information > Troubleshooting: Managing Customer Information

At times, problems or errors can occur that are simple to fix without contacting Customer Support. Here, we indicate some common problems and ways to correct them. If you do not find what you are looking for in this topic, refer to the help options in the Denali Help topic and/or check the Documentation section of our Customer Service Center before you contact Customer Support. If you would like to offer suggestions for additions to our Troubleshooting topic, please email us at documentation@cougarmtn.com.

To Fix This:	Try This:
I want to delete an AR Code, but the system will not allow me to.	If the AR Code that you want to delete is associated with any customer that has a balance on their account, you will not be able to delete the code until their balance is zero. Refer to Entering Customer Transactions for information on adjusting the customer’s balance. If this is not the case, then you might need to purge the customer’s open items before you can delete the code. Refer to Purging Open Items for information on this. See Changing or Deleting Codes for information about deleting codes.
The system will not allow me to delete a duplicate customer record that was created in error.	Because this is a duplicate record, you can merge the two records together instead of deleting one. This can be done by selecting Customer Accounts > Renumber / Merge Accounts from the Accounts Receivable navigation pane. See Merging Customer Accounts for additional information. If you prefer to delete the customer record, you can only do so if the customer has a zero account balance.

To Fix This:

Try This:

I want to delete an AR Code, but the system will not allow me to.

If the AR Code that you want to delete is associated with any customer that has a balance on their account, you will not be able to delete the code until their balance is zero. Refer to Entering Customer Transactions for information on adjusting the customer’s balance.

If this is not the case, then you might need to purge the customer’s open items before you can delete the code. Refer to Purging Open Items for information on this.

See Changing or Deleting Codes for information about deleting codes.

The system will not allow me to delete a duplicate customer record that was created in error.

Because this is a duplicate record, you can merge the two records together instead of deleting one. This can be done by selecting Customer Accounts > Renumber / Merge Accounts from the Accounts Receivable navigation pane. See Merging Customer Accounts for additional information.

If you prefer to delete the customer record, you can only do so if the customer has a zero account balance.

Published date: 12/31/2020