Problem:   I'm trying to unapply the credit memo from the Invoice, when I try to unapply, I am getting an error message. "Reversed Invoices do not support settlement operations (apply and unapply)   Solution:   Please note that Reverse Invoice is a single atomic operation that does the following: A credit memo is automatically generated and applied to the incorrect invoice to reduce the invoice balance to zero. The charge through date in the Zuora rating engine is reset back to the start of the billing period. The incorrect invoice is flagged as Reversed.  After reversing invoices, the invoices are still in Posted status. Once you have reversed an invoice, you will no longer be able to cancel or change the reversed invoice and the generated credit memo. In the Zuora UI, the Reversed field in the Basic Information panel of an invoice detail page shows whether this invoice is reversed. More information on this topic can be found in the Knowledge Center article below:  https://knowledgecenter.zuora.com/Zuora_Central/Billing_and_Payments/IA_Invoices/Reverse_Posted_Invoices Unfortunately, as per the current product design, it is not possible to undo the reversal of an invoice.   ... View more

Problem: We have created a Custom Event Notification called "NonMassivePaymentProcessed | Payment Processed", it is performed when on Payment.Comment does not contain "massive". But it also started for payments in which the "massive" string is present in the comment field. Why it takes this abnormal behavior? The condition we used for the event trigger is, ( changeType == 'INSERT'  or ( changeType == 'UPDATE' and Payment.Status_old != 'Processed' ) ) and Payment.Status == 'Processed' and Payment.Source != 'PaymentRun' and  Payment.Comment !~ 'massive'"             Solution: The condition  "Payment.Comment !~ 'massive'" will look for the exact word "massive" in the comment section. So, if you have a value like "massivexyxyx", it will trigger the notification event as it is not equal to the exact word "massive"  So, in order to look for a particular word in a combination of string, you should have to use the following format in the condition,                               Payment.Comment !~ 'massive.*'"   ... View more

Problem: Can you please confirm, if we use Bill Run Post API (limited availability) to post the invoices, will it trigger a notification event related to Invoice Posted “Invoice Posted | Invoice Posted Manually” Or “Invoice Posted | Invoice Posted Via API”? https://www.zuora.com/developer/api-reference/#operation/Object_PUTBillRun   Solution: When we tried the same scenario we observed that the https://www.zuora.com/developer/api-reference/#operation/Object_PUTBillRun is not triggering the Invoice Posted notification, as it was actually the Bill Run which got posted through API but not the invoices got posted directly through API. For now, the notification of Invoice Posted | Invoice Posted via API will only be triggered when the invoice is directly posted through API, so when the whole bill run got posted, the notification will not be triggered. You can use https://www.zuora.com/developer/api-reference/#operation/Action_POSTupdate , to update the status of the Invoice directly using the InvoiceId that triggers the Invoice Posted | Invoice Posted via API Notification.        ... View more

Problem:   Payment Error with ACH and Stripe. We are seeing the below error when customers are trying to add a new bank account. Can you please investigate?   Payment not processed: You passed an empty string for 'customer'. We assume empty values are an attempt to unset a parameter; however 'customer' cannot be unset. You should remove 'customer' from your request or supply a non-empty value   Solution: Looking at the ACH payment method which is used for the payment creation which got the error, was added through another payment gateway  Authorize , while the payment was processed through  Stripe .  When using the ACH payment method to process payment through the Stripe payment gateway, it will require a customer id which should have been created when adding the payment method through Stripe. Since the payment methods were added through  Authorize , and there was no customer id generated and saved for them, so when using them directly to process payments, the error happens. Suggesting to retry payment after updating the ACH payment methods used for the payment which got the  You passed an empty string for 'customer'  error. "Updating the ACH payment methods" means  edit  the ACH payment method, edit the address, save it. Then edit it back to the original address, save it again.  That could help to trigger another Auth request(the request which being triggered when adding payment methods) to the gateway again to create customer id and save it. ... View more

Problem: Subscription and Invoice are not correctly linked. When I click on Subscription Preview, I am not seeing the invoice.   Solution:  Consider an example in which the subscription term starts on 02/21/2020 and there is an Invoice that covers the period from 03/21/2020 to 04/20/2020 and so on. Then the subscription was canceled on 02/21/2020. As the subscription was canceled on 02/21/2020 and the Invoice covers the period from 03/21, the default preview through date will be 02/21/2020 which will not cover March and April period. Therefore, we would recommend changing the preview through date as specific date 03/21/2020, then the Invoice will show up in the Preview. If you are not finding the Invoice in the Subscription Preview, Check for the Cancelation date and change the preview date to the appropriate specific date so that the Invoice will show up in the preview. ... View more

Problem: How to notify a third party application when change occurs on the catalog in Zuora (product, rate Plan, or rate plan Charge)? Solution: Zuora does not have any Predefined notification to notify when the catalog change occurs. But you can able to achieve this via Custom Event Trigger, Please do refer to the below documentation for more reference, https://www.zuora.com/developer/api-reference/#tag/Event-Triggers Attached the sample API Call which I configured to create an event trigger for Product Rate plan charge modification, POST-https://rest.apisandbox.zuora.com/events/event-triggers Request: {   "active": true,   "baseObject": "ProductRatePlanCharge",   "condition": "changeType == 'UPDATE'",   "description": "Update changes to the ProductRatePlanCharge ",   "eventType": {     "description": "ProductRatePlanCharge Modified",     "displayName": "ProductRatePlanCharge Modified",     "name": "Modified"   } } Response: {     "id": "bb6a09ddf4d842eca733c326f49aab40",     "baseObject": "ProductRatePlanCharge",     "condition": "changeType == 'UPDATE'",     "description": "Update changes to the ProductRatePlanCharge ",     "eventType": {         "name": "Modified",         "displayName": "ProductRatePlanCharge Modified",         "description": "ProductRatePlanCharge Modified",         "namespace": "user.notification"     },     "active": true } After creating an Even Trigger, you can able to create the Notification in Zuora UI in which you can configure to send an Email Or you can use the callout option to send information to the third party applications.   ... View more

Problem: Please help me understand how the system allocates and applies a fixed amount discount at the time of invoicing to all the recurring charges in the subscription. For example, We have an account that has several recurring charges and  a fixed amount discount of $2400. We would like to know how the discount fixed amount gets splits up and applied to the recurring charges. Solution: The fixed discount amount will be applied to all the recurring charges in the subscription, based on the hierarchical order of the charge number. Consider you have four recurring charges in the subscription, Charge 1(C-00000011) of 1000$, Charge 2(C-00000014) of 600$, Charge 3(C-00000016) of 800$ and Charge 4(C-00000019) of 900$ and a fixed discount of 2400$. Then the discount will be applied as, Charge 1 amount(C-00000011)->1000(-1000 discount) Charge 2 amount(C-00000014)-->600(-600 dicount) Charge 3 amount(C-00000016)-->800(-800 discount) Charge 4 amount(C-00000019)-->900(No discount will be applied for this charge as the entire discount amount(2400) was already applied) Suppose if Charge 1 has 2400$ or greater than 2400$ as the charge amount, then the entire discount(2400$) will be applied to Charge 1 alone.  Hence, a Discount will be applied to the charges based on the order of the charge number and charge amount. In order to verify this, DataSources export can be used. You could see the Charge numbers in the subscription by running a Data source export in Rate plan charge object by giving the appropriate version of subscription Id for which the invoice was created as the filter condition. ... View more

Problem: Why is amendment changing discount not taking effect on service activation date?  The amendment changing the discount in mid-month is not taking effect.   Background of the issue: An Update product amendment was created in the subscription to change the discount percentage from 22.2222% to 12.2222% with the effective date Feb 12(mid of the month) but still, the old discount percentage(22.222%) was applied for the entire service period(Feb). The Price is not prorating based on the dates.   Solution: The Customer's use case is, Initially, the percentage discount of 22.2222% is set to apply on the recurring charge. After that, they have changed the percentage through amendment to 12.2222% with the effective date Feb 12. When invoicing for the period 02/01/2020 to 02/11/2020, the discount percentage is 22.2222%*11/31 and when invoicing for the period 02/12/2020 to 02/29/2020, the discount percentage is 12.2222%*18/31. Basically, if this is the use case, then Zuora does not support such functionality. The Discount Percentage cannot be prorated.  In this case, the discount is 22.2222% from 02/01 to 02/31 which means that the percentage is 22.2222% for any charges billed in this period. The discount applied does not depends on the period length and it does not contain a partial concept.  The explanation for this behavior is due to the type of discount. It is  a percentage discount and auto-renew is set to Yes. The original discount term end date is replaced by the fact that the term has now entered into the renewal period. In cases where the term is extended beyond the end date, percentage discounts do not prorate, and instead apply to the entire month. If you want the discount to apply to just that portion of the month, you could set up the discount to be a flat fee amount which could be properly prorated. Or you can set the Auto-renew to No after the Invoice has been generated for the period up to 02/11, and then you can create a renewal amendment, create an update product amendment to update the discount. I have tested this and it worked fine. Please refer to the screenshot for reference, ... View more

Problem: BillRun BR-0000XXXX  picked account 8a28828d6c750fdxxxxxxxxxxxxx. However, no invoice is produced for that account through that BR on 12/01, so why is it picked up. If we look at the subscriptions, nothing seems to have changed... so I'd need to understand why it was picked up? Solution:  Looking into the bill run, the setting "Renewal Triggering" was set to TRUE. So, the bill run will not filter the account by Next Charge Date. And, it would pick up all active accounts. The Accounts which are picked up in the bill run can be viewed under the  Bill run Page --> 'Selected Customer Accounts' tab. Basically the account which is being picked up in the bill run is based on the account's next charge date also known as NCD. And our rating and billing engine picks the account by comparing the next charge date and target date. This is the ultimate filter condition in the bill run. Auto-renew also plays a special role in this. The system first checks whether the charges are renewable before checking NCD. That is, it will iterate all accounts if renew is on and use NCD to decide if the account is being picked for rating and billing processing or not. This is for performance optimization, if the system processes every account every day and assuming it's only billable every month, it's a huge performance waste. ... View more

Problem:  When extracting rateplancharge object from data sources export, some of the rateplancharge records do not have account id nor subscription id. Are these bugs since there's no way to link to the account/subscription. Solution: When an update product or remove product amendment is in draft or pending acceptance status, then that rate plan charge will not be associated with any of the customer accounts/subscriptions until the user activates the amendment. One can check this by using the amendment fields in rate plan charge data source export to check the amendment type and status of the amendment as shown below,   ... View more

Problem: When we are trying to cancel the credit balance adjustments, getting the below error- [INVALID_VALUE] The available Credit Balance is insufficient to cancel this transaction.   Background of the issue: A customer account has a negative invoice(-200) and it has been transferred to the credit balance, during this process a credit balance adjustment(CBA00000001) was created. And again a new credit balance adjustment(CBA00000002) was created when that credit balance(200) was applied to another invoice. Hence there are two CBA transactions for this account. When the user is trying to delete the previous credit balance adjustment(CBA00000001), they get the above error. Solution: In order to cancel the previous credit balance adjustment, the possible solution will be deleting the recent credit balance adjustment(CBA00000002), which is created when applying the credit balance to the invoice and then canceling the previous credit balance adjustment(CBA00000001) which is created to transfer the amount in the negative invoice to the credit balance. ... View more