Why can't I mark certain invoices as fully paid?

[Sanar1]

Hi Team,

For the past couple of weeks, I have struggled to mark certain invoices as paid. Please note these are invoices that need to be manually marked because the payments are received outside of the Shopify system. 

I used to mark invoices as paid in two ways:

1. Orders view page> Select order> Capture Payments

2. Open Individual Invoice >Collect Payment/Mark as paid

Some invoices don't allow me to "capture payments" from the order page, but allow  me to "collect payment" once I open the individual order. Some others don't allow me at all. If in case I do mark the invoice as paid then it would automatically register as partially paid when there is no reason to do so. 

Please Help me.

Sapna 

[Kimi]

Hi, @Sanar1.

Because this is an account-specific query, in order to assist you we'll need to authenticate your account so that we can investigate the affected orders and invoices from our end. We aren't able to do this via the Community Forums at this stage, due to privacy and security reasons, so please login to your store via our Help Center here to start the authentication process. Once logged in, select a topic that best fits your query or situation. From there, you'll be taken to a page with a list of relevant support articles, and you can scroll to the bottom of that page to select your preferred contact method with our team. Our Live Support team will then be able to take a closer look at this situation and provide further assistance.

Out of curiosity, is there any particular reason why you're collecting your payments outside of the Shopify platform? If you're eligible, I recommend looking into our native payment provider of Shopify Payments, as it'll allow you to start accepting major payment methods on your store. More information on this can be found on our help guide here.

[Sanar1]

Thank you for your response @Kimi 

I shall log in via the help center and proceed further. 

[Kimi]

No worries at all, @Sanar1!