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Unable to Add Credit Note or Write-off on all Bills for a Specific Matter

Issue:

Unable to Add Credit Notes on all Bills for a Specific Matter

Environment:

  • Clio Manage

Additional Information:

  • "Error: There was a problem recording your payment. Please try again."

Cause:

This happens when the matter name is too long. In most cases this involves matters where the description is added to the matter name.

Workaround:

  1. Go to the matter and click "Edit Matter" at the top right
  2. Copy and save the current matter description on an external word document or notepad
  3. Remove the description in the edit matter page
  4. Scroll to the bottom of the page and check the box that reads update matter number then save the matter
  5. Go to the bill(s) and record the credit notes
  6. After recording the credit notes, edit the matter to add the description again and repeat step 4 above
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