Introduction
This page is for when the money and the app disagree: an online payment is missing, a payment was recorded twice, or a payment never reached your accounting package. The fixes happen on the Payment overview under Financials, the Edit Payment window on a booking, and the Mollie webhook inbox that RentVisie support uses.
You come here when:
- A customer paid by card or iDEAL on the website, but the booking still shows nothing paid and was never confirmed.
- The same payment went in twice, and the booking now says the customer is owed money back.
- Your bookkeeper asks why a payment is missing from the accounts.
- Your bookkeeper entered a payment in the accounting package by hand, and the app still offers to send it.
Terms used on these screens
| The screen says | It means |
|---|---|
| Mollie | The online payment provider that handles card and iDEAL payments for your website and payment links |
| Webhook | The short "this payment changed" message Mollie sends to the app after a customer pays |
| Sync / Resync / Sync financial system | Send the payment to your accounting package, Exact Online |
| SyncID / Financial accounting id | The number the accounting package gave the payment. Empty means it has not arrived there |
Each problem has its own fix. Find yours in the table, then go to that part of the page:
| What you see | Where to fix it |
|---|---|
| Customer paid online, booking shows no payment | A payment paid online is missing |
| A payment is wrong or entered twice | Delete a payment |
| A payment is not in the accounts | Send a payment to accounting again |
How to use
Configuration
There is nothing to set up for these fixes. Sending payments to accounting only works when your company has an active Exact Online connection; setting that up is covered in accounting sync.
Before you start: the rights differ per fix.
Fix Who can do it Open a booking's payments and click Sync financial system Every staff account Open Financials → Payments, delete payments, Sync, Resync and Mark synced A Company admin account only Open the Mollie webhook inbox and click Retry RentVisie support only If you do not have the right account, ask a Company admin colleague, or RentVisie support for the inbox.
Using the payment fixes
A payment paid online is missing
When a customer pays online, Mollie tells the app a moment later. The app puts each message in an inbox and works through it. When all goes well, the payment appears on the booking on its own and a draft booking is confirmed automatically. If the message could not be handled, the payment is not recorded yet.
1. Check the booking first. Open the booking and click Payments. The table lists every payment on the booking; the right-hand side shows Total paid and To be paid. A payment that arrived from Mollie shows the Mollie payment number in Payment reference — it starts with tr_.
2. Wait a few minutes, then refresh. A slow reply from Mollie can delay a payment.
3. Do not record the payment by hand yet. If you enter it manually and the online payment then comes through, the booking shows the amount twice.
4. Contact RentVisie support. Give them the booking number and, if the customer has it, the Mollie payment number from their confirmation email. Support opens the Mollie webhook inbox (from the administration menu, Mollie webhooks), finds the payment by Mollie payment id, and clicks Retry on its row.
What the inbox shows. One row per message from Mollie, newest first:
| Column | What it tells support |
|---|---|
| Status | Queued — waiting to be handled. Processing — being handled now. Processed — done. Failed — something went wrong; see Error. Skipped — the message had nothing the app could act on |
| Source | Booking for website and booking payments, Invoice for invoice payment links |
| Attempts / Last attempt | How often the app has tried, and when |
| Error | The reason the last attempt failed |
Delete a payment
Use this for a duplicate, or a payment typed against the wrong booking. From the main menu, open Financials, then click the Payments tile. The screen is headed Payment overview and lists 50 payments per page.
1. Find the payment. Use the filters under the column headings, for example Booking nr. or Payment reference. The SyncID column is green when the payment has reached accounting and red when it has not.
2. Tick the payment. You can tick more than one.
3. Click the red bin button above the table. It has no caption and asks no question — the payment is removed at once.
What the delete does:
| Result | Details |
|---|---|
| Payments already in accounting stay | A payment with a green SyncID is skipped without a message. Correct those in the accounting package, or with a refund; see refunds |
| At most ten per click | Only the first ten ticked payments are deleted; click again for the rest |
| The booking's totals are recalculated | Total paid, To be paid and To be refunded on the booking update straight away |
| Payment requests are not reopened | A request already marked Paid stays paid; see Send a customer a payment request |
| An invoice's paid amount is not changed | Check the invoice afterwards; see sending an invoice |
There is no undo. To put a deleted payment back, record it again; see recording a payment.
Worked example. Booking 20417 costs €480 rent and has no deposit. The desk records the €480 twice by mistake, so the booking counts €960 paid against €480 and shows €480 under To be refunded. Neither payment has been synced yet (red SyncID). You tick one of the two €480 rows and click the bin. The booking counts €480 paid again, and To be refunded is replaced by To be paid. Had the duplicate already been synced (green SyncID), the bin would have skipped it, and your bookkeeper would need to reverse it in Exact Online.
Send a payment to accounting again
Every time a payment is saved, the app sends it to Exact Online by itself. If that fails, the payment stays in the app with an empty SyncID. There are three ways to send it again:
| Where | Button | Who |
|---|---|---|
| Booking → Payments → click the payment row → Edit Payment window | Sync financial system, at the top of the window | Every staff account |
| Financials → Payments → click the payment row → Payment window | Resync, at the top of the window | Company admin |
| Financials → Payments → tick several rows | Sync, above the table | Company admin |
Each button only shows while the payment has no accounting number; when it works, the Financial accounting id fills in and the button disappears. Sync sends payments one second apart, so a large selection takes a while.
Mark synced sits beside Resync and Sync financial system, in red with a warning icon. Use it only when the payment is already in Exact Online, for example because your bookkeeper entered it by hand. It sends nothing: it writes Marked as Synced in Financial accounting id so the app stops offering to send it. Only a Company admin can use it. To undo it, open the payment from Financials → Payments, clear Financial accounting id, and click Save — the app then tries to send it again.
If a payment still will not sync, the reason is on the accounting error list; see accounting sync.
Key details
- A payment is only sent once. Resending a payment that already has an accounting number does nothing, so the buttons cannot create a double entry in Exact Online.
- No Exact Online connection, no sync. Without an active connection, Resync and Sync financial system do nothing and show no message.
What to do next: deal with a missing online payment first — the customer is waiting and their booking may still be unconfirmed. Then remove duplicates, and finish by resending anything that is missing from the accounts.
Q&A
Why does a booking show the customer's online payment twice? Someone recorded it by hand while the online payment was still on its way. Delete the hand-entered one from Financials → Payments — it is the row without a tr_ number in Payment reference — as described in Delete a payment.
Why did the bin button not delete a payment I ticked? Either the payment has already reached accounting (green SyncID), or it was not among the first ten ticked. A synced payment cannot be deleted in the app; ask your bookkeeper to reverse it in Exact Online, or pay the money back through refunds.
Why is the bin button missing, or does nothing, for me? Deleting payments and the Payments tile need a Company admin account. Ask a colleague who has one.
Why is the booking still a draft after the customer paid online? The payment message has not been handled yet, so the app does not know the money came in. Follow A payment paid online is missing; once support retries it, the booking is confirmed and the rental agreement email goes out.
Why does the customer's payment show on their Mollie receipt but not on the invoice? Payments made through an invoice payment link arrive the same way as booking payments. Give RentVisie support the invoice number and the tr_ number; they look for a row with Source Invoice in the inbox.
Why does a payment keep a red SyncID after I clicked Sync financial system? The accounting package refused it, or there is no active Exact Online connection. The refusal reason is on the accounting error list; see accounting sync.
Can pressing Retry record the payment twice? No. Before recording anything, the app checks whether a payment with that Mollie number is already on the booking. A message for a payment that was cancelled, failed or expired at Mollie is marked Processed without recording anything, because no money came in.
Does the app try again by itself? When automatic retry is switched on for your environment, the app retries Queued, Processing and Failed rows every 12 minutes, up to 10 attempts per row. After 10 attempts only Retry tries again. RentVisie support can tell you whether it is switched on. Processed rows are removed from the inbox after 90 days.
Can I open the Mollie webhook inbox myself? No. It is only open to RentVisie support. Send them the booking or invoice number and the tr_ number.
Related pages:
- Card and online payments — how online and card terminal payments are taken in the first place.
- Recording a payment — enter a payment by hand once you know it is really missing.
- Deposits and pre-authorisation — when a card was only held, not charged.
- Refunds — pay back money that cannot simply be deleted.
- Accounting sync — the error list and the Exact Online connection.