If a payment is allocated to the wrong invoice, or an invoice is marked as paid when it should not be, it is not possible to change a paid invoice back to outstanding from Rechargly. The payment status comes from Xero, so the correction needs to be made there first.
Reverse the payment in Xero
Open the invoice in Xero and click on the payment that was applied to it.
Remove the payment (in Xero, open the payment transaction and choose Remove & Redo, or delete the payment from the invoice).
The invoice in Xero will return to Awaiting Payment.
Refresh the Xero integration
Go to the Integrations page and resync the integration between Xero and Rechargly. After the next sync, the invoice will show as outstanding again in Rechargly. If the payment actually belongs to a different invoice, the auto-reconciliation will pick up the change when the process is run again from the Payouts page.
If you need to reissue the invoice
If the client should receive the invoice again, you can void the invoice in Rechargly and use Send Now to reissue it.
Reconciliation
If the clearing house shows a balance mismatch after reversing a payment, try to reconcile again from the Payouts page. When a reconciliation fails, Rechargly shows step-by-step instructions on what to fix. If you are unable to resolve it, raise a ticket with support.