When you reconcile a match, Kolleno creates the customer payment in NetSuite and then checks that NetSuite applied everything the match asked for. If it did not, the match stays in Reconciliation History with the status Sync incomplete and a message saying what is missing:
Synchronization incomplete
NetSuite did not apply everything this match asked for on payment PAY00000644: INV03091328 not applied. Correct the payment in NetSuite, then retry this match.
The payment is already in NetSuite. Retrying checks that payment again and never creates a second one.
How to resolve it
In NetSuite, open the payment named in the message and apply it to the invoices or amount listed as not applied. If the message only asks you to retry, skip this step.
In Kolleno, open Reconciliation, select the bank account, then Reconciliation History.
On the Sync incomplete row, click the three-dot menu and select Retry synchronization.
You can also click the row and select Retry synchronization in Matched transaction details.
Once everything is applied in NetSuite, the status changes to Reconciled. Refresh the page after a moment to see it.
When to contact Support
Contact Support with the Match ID shown in Matched transaction details if the message says the payment could not be found in NetSuite, or if you settled the difference another way and want the match marked as reconciled.