Question

Customer balance total owing but no outstanding invoices

Forum|Forum|4 years ago
October 5, 2021
3 replies
0 views

HI! I have a customer that shows they have a balance total of $316.50 in the customer information screen. When I go to the open balance report there are no invoices. When I go to receive payment and select the customer there are no invoices to receive payments for. How do I find out if they really have a balance and the invoices that belong to that balance?

QuickBooks Desktop

Tori B

Hello, @Kirsten26.

It's great having you here in the Community. I hope you're enjoying the day so far.

I wanted to clarify, is the customer in question supposed to have an open balance and you're not finding the invoice, or is the open balance a mistake?

While I await your response, let's try some basic troubleshooting to the company file. It sounds like you may have data integrity issues causing the open balance to appear. Also, this can cause a missing invoice. I've included some troubleshooting steps below.

Let's go ahead and resort to your customer balance. This helps you fix the incorrect balance showing on the lists. Here's how:

Go to the Edit menu and select Find.
Click on the Advanced tab.
From the Filter list, tap on Name.
Click the Name drop-down arrow, then press Ctrl+L on your keyboard.
Select the Include Inactive checkbox.
Hit the Name drop-down arrow, then tap Re-sort List.
Select OK.
Close and reopen your company file. This ensures to reflect the changes after resorting to your company file.

If you're continuing to have issues, let's run the verify rebuild. This can help fix data-related issues on a company file. Here's how:

Go to the File menu.
Select Utilities.
Click Verify Data then select OK to close all windows.
Then, go back to the File menu.
Select Rebuild Data under Utilities.
QuickBooks will ask to make a backup before rebuilding your company file, select OK.
Once the rebuild is done, click OK.

I'll be sure to keep an eye out for your reply and look forward to chatting with you soon. Take care!

K

Kirsten26Author

Sorry I'm so slow to respond, I only work 2 days a week and sometimes this kind of thing gets pushed to the bottom of the list. Anyway, the customer should not have an open balance. As far as we know the balance is a mistake.

R

ReymondO

Hi there, @Kirsten26.

Let's make sure that the Customer Balance Summary report is filtered to All dates. This way, we can see all of your customer's balances. Here's how:

Go to Reports and select Customers & Receivables.
Click Customer Balance Summary.
Filter the Dates to All.

If the report still shows that there aren't any balances for that specific customer, I'd recommend following the suggested steps provided by my colleague Tori B.

If the issue persists, repair your company file using QuickBooks File Doctor.

If your company file can’t be fixed by rebuilding the data or using the File Doctor, contact support and we’ll help you fix the file.

Let me know how it goes by adding a comment down below. Have a great day ahead.

K

Kirsten26Author

We can't figure out if they really owe us. All the invoices show paid. All the payments are applied in full. It gets to go to the accountant and she can work her magic and make it disappear.

L

ltrian

Same issue tried all the fixes, customer has paid all invoices but when I go to make a payment shows a balance like the invoice is not cleared?

MiamiAccountant

This is usually do to a corrupt transaction. I recommend you run a verification and rebuild. If that does not fix it, you'll need to do some investigative work to find the corrupt transaction. In my client's case, it was a corrupt credit memo that totaled $39.99, yet QB was seeing it for customer balance total purposes as $1,239.99. Once I deleted this credit memo and recreated it, my customer balance total in the customer center matched the customer's true open balance.

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