When viewing outstanding balances in Kolleno, you may notice that the amounts shown in the customer tab differ from what appears in the portal tab.
This is not a configuration error or data sync issue it is an intentional difference in how each view calculates outstanding balances.
Why the Difference Exists
The portal tab is designed to show customers only invoices that are actively outstanding and require their attention. As a result, it displays invoices in the following statuses only:
Open
Partially Paid
Installments
Dispute
The customer tab, however, includes all non-finalised invoice statuses when calculating outstanding balances, including:
Bad Debt
Paid Pending Confirmation
This means that if a customer's outstanding balance consists entirely of invoices in Bad Debt or Paid Pending Confirmation status, the portal tab will display $0.00, while the customer tab will still show an outstanding balance.
What This Means for Your Workflow
Customers may see a different outstanding balance in the Customer Portal than what you see in the customer tab.
If you send communications referencing an outstanding balance, but the customer cannot see it in the portal, check if the invoices are in Bad Debt or Paid Pending Confirmation status.
This behaviour is intentional and is not caused by configuration settings, paused chasing, or sync issues.
You can learn more about how payment statuses are displayed in the Customer Portal to better understand what your customers see.