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Invoice Template - Payer 1 Not Printing

This article provides troubleshooting steps when invoices generated from printing templates do not include Payer 1 information, even though both Payer 1 and Payer 2 appear correctly in the template configuration.

Symptoms

  • Invoice output generated via Printing templates does not print the Payer 1 information.
  • Payer 1 and Payer 2 fields are correctly populated and visible in the printing template setup or preview.
  • Only Payer 2 (or other payer details) appear on the printed or generated invoice, while Payer 1 is missing from the final output.

Cause

This behaviour occurs when Tax Overrides are misconfigured in the environment. Specifically, if the Tax Overrides under Environment Settings > Finance Settings > Sale Related are not set to valid values such as GST or GST-free, the system may fail to correctly render Payer 1 information on the invoice output.

Resolution

Update the Tax Overrides configuration so that applicable items are set to GST or GST-free in the Sale Related finance settings.

Steps to resolve

  1. Navigate to Environment Settings.
  2. Go to Finance Settings.
  3. Open the Sale Related section.
  4. Locate the Tax Overrides configuration.
  5. For each relevant item, verify the tax setting:
  • If the tax should apply, set the override to GST.
  • If the item should be tax exempt, set the override to GST free.
  1. Save the changes to the Tax Overrides settings.
  2. Re-generate or re-print the invoice using the same printing template.

Verification

  • Generate a test invoice using the same Printing template previously affected.
  • Confirm that Payer 1 details now appear correctly on the printed or generated invoice.
  • Confirm that the tax calculations on the invoice align with the GST or GST-free configuration applied in Tax Overrides.

Notes

  • Changes to Tax Overrides affect how tax is applied to future invoices; review with finance or compliance stakeholders before changing existing configurations.
  • If Payer 1 information is still missing after confirming Tax Overrides, review the printing template fields and mapping to ensure Payer 1 fields are correctly referenced.