Money error messages explained
The messages you can get when you void, edit or pay an invoice, record or refund a payment, receive cash on delivery, run payroll, change companies or your own plan: what each one means and what to do next.
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Text in the first column appears in a red toast or an error under a dialog. Find the closest match; the second column says why, the third what to do. General symptoms ("an order is missing from an invoice") are in Billing and payments troubleshooting.
Invoices
| Message | Why | Fix |
|---|---|---|
| Only draft invoices can be edited. Void the invoice instead. | Sent invoices are locked | Void invoice, or issue a credit note, then invoice again |
| Only draft invoices can be deleted. Void the invoice instead. / Delete a draft invoice instead of voiding it. | Delete invoice is for drafts, Void invoice for sent ones | Use the one that matches the status |
| A paid invoice cannot take payments. (also draft, void) | Payments are only recorded on Pending and Overdue invoices | Finalize a draft first. A paid invoice needs nothing; a voided invoice's payments already went to the customer's credit |
| Send the invoice before reminding the customer about it. | A draft has no due date or pay link yet | Send or Finalize and send, then Send payment reminder |
| This invoice is already voided. | Two people voided it | Refresh |
| A payment on this invoice is under dispute; it cannot be voided yet. | The customer's bank is questioning the card payment | Answer the dispute in Stripe (Open Stripe dashboard), then void |
| The credit from CN-... was already used on other invoices, so INV-... can't be voided. Issue a credit note for the rest instead. | A credit note on this invoice gave the customer credit that was spent on other invoices | Issue a credit note for what is left, or reverse the credit payment that used it |
| The credit from CN-... was already used (... left on the account), so it can't be cancelled. | Cancelling a credit note takes its credit back, and the customer no longer holds it | Reverse the payment that used the credit, then cancel the note |
| Credit cannot be applied to a (status) invoice. | Apply credit only works on open invoices | Finalize the draft, or skip it for a paid or voided invoice |
Payments
| Message | Why | Fix |
|---|---|---|
| This payment is already reversed. | It was reversed once; reversals are not repeated | Refresh the payments list |
| Card payments are undone with a refund, so the money goes back to the card. | You tried to reverse a card payment | Use Refund on the invoice |
| Only card payments can be refunded here. | Cheque, cash and bank transfer payments have no card to refund to | Reverse the payment, then pay the customer back outside NemiRoute |
| This invoice has no card payment left to refund. | Already refunded in full, or paid another way | Check Card payments |
| This payment is under dispute and cannot be refunded. | The bank holds the money | Submit your evidence in the Stripe dashboard |
| A bank debit for INV-... is clearing (usually 2-5 business days). It shows as paid once the bank confirms it. | Bank debits are slow; a second payment on the same invoice is blocked | Wait for the confirmation |
| This company does not take bank debits for this currency. Pay by card instead. | Bank debit is off for the currency | The customer pays by card. See Card payments and Stripe |
| Save a card first, then turn on auto-pay. | Auto-pay charges a saved card | The customer saves a card on Saved cards & auto-pay in the portal |
| Set up payments first. / ... hasn't set up online payments yet, so online payment is unavailable. | Stripe is not connected or not finished | An admin opens Payments and finishes onboarding |
Cash on delivery
| Message | Why | Fix |
|---|---|---|
| Someone just received some of this cash. Refresh and try again. / N of these collections were already remitted or are in dispute. | Two people received the same cash | Refresh Cash in hand and receive what is left |
| This cash was just received or disputed. Refresh and try again. | The collection changed while you worked | Refresh |
| Someone just resolved this exception. Refresh to see what was done. / Someone already decided this short payment. | Two people resolved it | Refresh; the first decision stands |
| This collection has no tenant driver to deduct from. | The cash was collected by a driver who is not on your payroll | Choose Write off. A network driver's cash is settled with the platform |
| This shortfall was already deducted from the driver's pay. | It was deducted once; one deduction per collection | Nothing to do |
| A network driver collected this cash. The platform settles it with the driver and credits your network wallet. | Network drivers hand cash to the platform | No action on your side |
| Only a dispute can be reopened as cash in hand. | Cash is still with the driver only exists for disputes | Pick Write off or Deduct for shortfalls |
Payroll
| Message | Why | Fix |
|---|---|---|
| This period runs until DATE. Close it after it has ended. | A period cannot close before its last day | Wait, or close it the day after |
| Close the pay period starting DATE first, so its earnings stay in it. | Periods close oldest first | Close the older period |
| This range overlaps an existing pay period of this schedule. | Two periods of one schedule cannot cover the same days | Pick dates after the last period |
| Close the period before exporting it. | Export needs a closed period | Close period first |
| This period has no statements yet. / Generate statements before approving the period. | Statements are made after closing | Generate statements |
| N statement(s) are still disputed. Review them first. | Approve period is blocked by disputes | Add an Adjustment if the driver is right, Refresh statements, Resolve dispute |
| Only approved periods can be marked paid. | The order is Closed, Statements ready, Approved, Paid | Approve period first |
| These hours are in a closed pay period. Add an adjustment instead. | Hours of a closed period are frozen | Add an Adjustment in the open period |
| Drivers are still paid through this company. Move them first. | A payee company still has drivers on it | Change the drivers' payee, then remove the company |
Your NemiRoute plan
| Message | Why | Fix |
|---|---|---|
| You already have a subscription. Use change plan instead. | Subscribe is for accounts without one | Use Upgrade or Downgrade on Subscription |
| You are already on this plan. | Same plan chosen | Pick another plan |
| Subscribe to a paid plan first. / There is no active subscription. | Card and cancel actions need a paid subscription | Subscribe first |
See also Pay periods and statements and Record and reverse payments.
Related articles
- How-toCreate and send invoicesBill a customer's delivered orders plus any fees or discounts, check the draft, send or finalize it, print it and chase payment.
- How-toRecord and reverse paymentsRecord cheques, bank transfers and cash on one or several invoices, send receipts, undo a payment recorded by mistake and find any payment.
- How-toGive credit with a credit noteIssue a numbered credit note to a customer, apply it to an open invoice, and use their credit balance on later invoices.
- How-toCollect cash on delivery from driversSee which driver holds how much COD cash, receive it when they hand it in, and sort out shortfalls and disputes.
- How-toPay periods and statementsClose a pay period, review and fix driver and staff statements, approve, record the payment and export to your payroll system.
- How-toYour plan, usage and limitsSee your NemiRoute plan and this month's order usage, upgrade or downgrade, update the card that pays for it, and learn what happens at a plan limit.
- How-toCard payments and StripeConnect your company's Stripe account so customers can pay invoices by card, follow the setup states, and see each card payment, its fees and refunds.
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