Clearing Pending Settlement Amounts to Fix Balance Due Miscalculations

Symptoms

You can identify this discrepancy by reviewing the specific amount fields on the affected invoice:

• The system formula for Balance Due subtracts both the fw1__Total_Paid_Amount__c and the fw1__Pending_Settlement_Amount__c from the total invoice amount.

• The exact amount of a specific transaction is incorrectly populated in both the Paid and Pending fields, causing that amount to be deducted twice from the final balance.

Root Cause

This behavior occurs due to unsuccessful or duplicate payment attempts. When a payment is initiated, a Payment Intent is created which populates the Pending Settlement Amount. Normally, this pending amount is cleared automatically once the transaction settles or the duplicate/failed intent is deleted.

However, if a customer makes multiple payment attempts at the exact same time, the system may struggle to determine which specific payment was successfully processed. As a result, the pending amount becomes stranded on the invoice instead of correctly zeroing out.

Resolution

To correct the invoice balance, an administrator must manually update the affected record.

1. Navigate to the affected Invoice record in Salesforce.

2. Locate the Pending Settlement Amount (fw1__Pending_Settlement_Amount__c) field.

3. Manually edit the field value to 0.

4. Save the record.

Once saved, the Balance Due formula will automatically recalculate to display the correct expected amount.