FAQ

Import Data

• Shared Product Not Taxable in Child Entity
• Can I import Cancelled Subscriptions?

General

• Customer ID Changes and Billing Schedule Webhooks
• Delete Draft Invoices from a Billing Run
• Removing an Inherited Purchase Order from an Invoice
• Troubleshooting Subscription Results in Claude MCP
• PDF Displays as “pdf.pdf” Instead of Invoice Numbers
• Generate Account Statements via API

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Customer Accounts

• Exclude Child Customer Transactions from Parent Customer Statements
• Invoices Not Printing Additional Pages
• How do I change a Customer's Status?

Subscription Contracts

• Negative Usage Amount on Invoices
• ARR Showing as Zero for One-Time Charges
• Understanding Contracted MRR on Subscriptions
• Preventing Credit or Refund Lines When Cancelling a Subscription
• Correcting an Incorrect Subscription Pause Date and Reversing a Negative Invoice
• Why a Cancellation Line Appears on an Invoice After Subscription Cancellation

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Payments & Payment Gateways

• Reapplying a Payment to a Different Customer Account
• Understanding Dispute Fees
• Understanding Reserve Amounts in Payouts
• Understanding 3D Secure Verification When Adding a Credit Card
• Customer import fails with "Payment Gateway not found"
• Refund Fails After Payment Is Unapplied from Invoice

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Finance

• How Does Ordway Handle Multiple Decimal Points?
• What currencies does Ordway support?

Setup & Customize

• Can a VAT ID be saved in Ordway?
• How do I add the Invoice Number to the Orders page?
• How do I perform a hard refresh in Chrome Browser for Windows?

Credits & Refunds

• How do I create a credit for a prior periods where revenue has already been recognized?

Quotes

• Can I edit an expired quote?

Integrations

• NetSuite External ID Mapping
• Syncing Multiple Billing Emails from HubSpot to Ordway
• Parent-Child Revenue Reporting in NetSuite
• Cancelling an Ordway Subscription Through HubSpot
• Avalara error: "Lines is expected to be between 1 and 3000"
• Does Quickbooks Accept $0 Payments?

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QuickBooks Online

• Is the sync to QuickBooks Online bi-directional?
• What is a Quickbooks ID?
• Can I view settings before syncing?
• Is the sync to QuickBooks Online done on a summary JE basis only to the GL, or can we choose to do a full transaction-level sync?

Salesforce

• Troubleshooting Salesforce Sandbox Connection to Ordway Sandbox
• When initially syncing from SF to Ordway a Customer, what determines the entity where the Customer is created?
• Can we limit what is shared to Salesforce? 
• Are there any issues with not using Salesforce, or waiting to set that up later?

Taxes

• Why are invoices not reflecting taxes?

Refunds

• How do I view refunds?

Audit Logs

• How do I locate a log for a particular event?

Reports

• Unapplied Payment Report doesn't show Processed payments
• Export Historical Subscription and Subscription Plan Data
• MRR Movements Discrepancy with "Keep Product Movements Within Subscription" Filter
• Scheduled Report Sent as Link Instead of Attachment
• Issue: User Redirected to Home Page When Accessing Reports
• How do I view past due Invoices?

See all 11 articles