You previewed or imported a lockbox file, and one or more rows show Not Matched or No Action, or a row you expected to create a payment was skipped.
Scope
Use this article when a row appears in a lockbox file preview and you need to understand what will happen when you import it. It covers cheques that do not match an invoice, cheques that match an invoice but take no action, and rows with no usable invoice number, amount, or action. It does not cover files that fail to upload or parse.
Likely Causes, in Order of Likelihood
| What the row shows | Likely cause | What to check | Fix |
|---|---|---|---|
| Not Matched | The invoice number on the row does not match any invoice Rhythm can find | Confirm that the invoice-number column contains a real invoice number, including any INV or ORD prefix your file uses. Rhythm never looks up a bare number with neither prefix, so that row is always marked not matched | Correct the invoice number in the file, or map the column to the right field, then reimport |
| No Action | The row matched an open invoice, but the cheque amount is less than the balance due | Compare the cheque amount on the row with the invoice's balance due | Rhythm does not apply partial payments automatically. Apply the partial amount to the invoice yourself in Finance & Billing, or correct the amount in the file if it was entered wrong |
| Not Matched, even though the invoice clearly exists | The invoice is void, written off, or cancelled | Open the invoice in Finance & Billing and check its status | A lockbox import never pays a voided, written-off, or cancelled invoice. If the cheque is real, process it as a separate transaction instead of using this lockbox row |
| No Action, with no further explanation shown | The invoice has a status other than open, paid, void, written off, or cancelled | Open the invoice and check its exact status | Handle the payment manually in Finance & Billing. The lockbox import does not act on invoices outside the statuses it recognizes |
| The row is skipped entirely during import | The row has no invoice number, no usable amount, or no recognized action | Check that the row's invoice-number, amount, and action columns are mapped and filled in correctly | Correct the file's columns or mapping, then preview the file again before importing |
Tip
A cheque matched to a void or written-off invoice is not recorded anywhere by the import. A cheque matched to an already-paid invoice is different: the import turns it into a credit. If you expect the money to appear as a credit on the contact's account, check the invoice's status first; a void or written-off match will not create one.
When to Contact Support
Contact Support if:
- A row shows Not Matched even though the invoice number in the file is correct, properly prefixed, and the invoice exists and is open.
- A row's No Action reason is not explained by any of the causes above after you check the invoice's status and the cheque amount.
- You need to understand why a specific row behaved unexpectedly, and the preview does not give you enough detail. Include the lockbox file, the row in question, and the invoice number you expected it to match.