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HHAvocado
April 22, 2019
Question

Customer unable to pay balance after partial payment made online

  • April 22, 2019
  • 8 replies
  • 0 views

The customer made a partial payment on an invoice online with a credit card. When I sent the customer the invoice after applying the partial payment it says the invoice was paid already and will not allow him to pay the balance.

8 replies

J
JanyRoseB
April 22, 2019

Good to see you here in the QuickBooks Community, @HHAvocado.

 

Let me help guide you about recording a partial payment from customer in QuickBooks Desktop. 

 

In cases like this, you can delete the customer's payment from online and manually received the payment in QuickBooks to record the amount as partial payment for an invoice.

 

To record a partial payment, here's how:

  1. At the top menu bar, click Customers.
  2. Go to Receive Payments.
  3. On Received From drop-down, choose the customer’s name, then enter the partial Amount. 
  4. Make sure the date is correct, then choose the Payment method.
  5. Select the Invoice(s) to be paid by putting a check mark next to the invoice.
  6. Select Save & Close.

For additional reference, you can check this article: Record a payment for an invoice. 

 

That should do it! Don't hesitate to leave a comment below if you have additional questions about the invoice payment. I'll be happy to answer them for you. Wishing you and your business continued success. 

K
Kitty111
May 23, 2019

Did as you said but e-invoice still says zero??

    R
    Rasa-LilaM
    May 23, 2019

    Thanks for joining this thread, Kitty111.


    I appreciate you following the resolution steps provided by my colleague. Adding a manual payment directly to the Payments account can help resolve the issue.


    The option to record a partial payment to the emailed invoices is unavailable at this time. Once a customer receives payment whether it’s partial or full, the transaction’s posting status will automatically be closed.


    To track the remaining amount, manually add it in your QuickBooks Payments account.  Here's how:

     

    1. Log in to your QuickBooks company file.
    2. Choose the Banking tab located at the top menu bar.
    3. Scroll to the middle and select Make Merchant Service Deposits.
    4. Choose the Add Online Payments option, then input the deposit.

    After entering it, this gives you an option to create an invoice. You’ll have to select the Need Invoice? link to make one.

     

    Just in case, I also added a link with detailed information about recording Merchant Service deposits.

     

    To record the amount, process it in your company file. Check out the steps provided by @JanyRoseB for visual reference or refer to this article for detailed instructions: Record a payment for an invoice. 

     

    This information should get you on the right track. If you have further questions about the process, let me know by posting a comment below. I’m always here to help.

     

    K
    Kasty
    August 12, 2020

    This issue is ongoing. I use Quickbooks Desktop Enterprise and regularly send invoices via email with the option to pay via ACH. If the customer makes a partial payment as opposed to a full payment the link and that invoice is essentially broken permanently regardless of how the payment is recorded. I've added the payment from the merchant center, and recorded it manually. The workaround I use for customers that want to make multiple ACH/CC payments is to duplicate the invoice, move the previous payments to the new invoice, and then create a balancing credit against the original invoice. This is time consuming, a recording nightmare of a mess, and extremely frustrating for me on top of being confusing and unprofessional for customers to deal with. This is not a user error, it is a technical error I desperately wish Intuit would resolve. 

      J
      JB94
      September 18, 2020

      This has become a BIG problem. Here's our issue: Invoice total $1200 Customer pays $500 partial payment/deposit with credit card online so balance is $700. When we send the invoice for final payment QB is applying the initial $500 payment to the $700 balance (not the $1200 invoice total)so customer can only pay $200 of the remaining $700 balance. We've tried everything including manually entering payment and nothing works. PLEASE advise if there is a solution. This has become a significant issue for us and affecting our ability to collect payments in full.

        Candice C
        Candice C
        September 18, 2020

        Good Afternoon, @JB94. 

         

        Thanks for joining in on this thread. This sounds like an error within our system. Don't worry. We can try a few basic troubleshooting steps to help fix this problem. 

         

        First, let's create a back up of your company file. Here's how: 

         

        1. Go to the File menu. 
        2. Pick Switch to Single-user mode. 
        3. Go through step 1 again. 
        4. Hover over Back up Company and then tap Create Local Backup. 
        5. Click Local Backup and then Next. 
        6. Choose Browse and where you want to save your backup company file in the Local Backup Only section. 
        7. This runs a test to make sure your backup file is in good shape before you save.
        8. Press OK. 
        9. Hit Save it now and Next. 

         

        Afterward, delete the partial payment and invoice, and then recreate them. You can also choose credit card without processing it again. Here's a link that may come in handy: Record an invoice payment. 

         

        Let me know if you need help with anything else QuickBooks. I'm always here to lend a helping hand. Have a fantastic weekend!

        J
        JB94
        September 18, 2020

        Thank you Candice for your reply. Unfortunately we have tried deleting the invoice and payment and starting over. Still cannot pay the accurate balance online. To be clear, this is not a new problem nor is it an isolated issue. It happens on every invoice where a client pays a partial payment online. Same as described in the posts above by "Kasty" and "Hua101" which leads me to believe it is an intuit problem perhaps without a solution. Please research and advise if this is the case so I can look for a work around. 

          I
          ICM20
          September 28, 2021

          We just began using the online payment portal a few weeks ago and I just encountered this issue, and I must say it is a very unprofessional glitch that effects business' cash flow and misleads our clients. I can't believe this was first reported back in 2019 and has still not been resolved. Our customer made a partial payment on their invoice, which the embedded online payment link initially offers them the option of making a partial payment. Then when they return to make the another payment it says 'PAID Balance Due $0.00' with the Invoice number, and amount listed (which is the full initial invoice amount, not the amount they paid). Apparently it is an automatically generated page telling them nothing else is due, even though a balance is due. If the customer was not honest, they easily could claim they paid the full invoice according to the information on the page generated by Intuit. 

            

            M
            MaineElectrician
            November 16, 2021

            Total failure for QB.  But I found a round about solution until they fix it. 

            1.  Go to the original invoice.

            2.  click "Create a Copy" (but make a note of the invoice # of the original!) this will bring you from the original to the new invoice and will have a new invoice #.

            3.  Click "Save & New".

            4.  Bring up the original invoice and delete it.  It will tell you that it will leave a credit of the original partial payment on the customer's account.

            5.  Bring up the new invoice that you had created. 

            6.  Change the invoice number to the number from the original invoice.

            7.  Click on "Apply Credits". (the remainder of this step is self-explanatory)

            8.  Email the new invoice to your customer.  They are now able to pay the remaining balance online.

             

            I know this is a pain but at least it is a solution... and hopefully VERY temporary!

              F
              flagblinds
              February 24, 2022

              I do this too but it's such messy bookkeeping.

              F
              flagblinds
              February 24, 2022

              This is annoying. We don't want 2 invoices for one job and we don't want to delete payments or invoices. We don't want to tell customers to switch browsers or go incognito, which doesn't work anyway. Just make it seamless for us to receive payments.

              We especially don't want customers erroneously told their invoice is paid when it is clearly not. It not only won't let the customer pay, it tells them the invoice is paid. Please fix this.

              S
              sbi9
              March 4, 2022

              Yes, same unprofessional problem. We are looking at other accounting software. Hope to find something that's in the 21st century. 

              D
              Doug303
              May 3, 2022

              Hello.  Did you find another payment collection ACH/CC service that works?  Thanks 

              T
              thegardensatbf
              May 25, 2022

              I'm having the exact same issue. Did you find a solution?

              MichelleBh
              MichelleBh
              May 25, 2022

              I won't rest until this is settled, @thegardensatbf.

               

              I want to stop this from happening to you and your customer. We'll make sure that your customer can pay you the whole amount without delay. 

               

              Have you attempted the alternatives proposed by my colleagues and MaineElectrician above? If not yet, I'd recommend doing so. The troubleshooting steps outlined will help resolve the customer's inability to pay the balance. 

               

              In case you didn't see, you can visit these links below for the complete steps: 

               

               

              However, if you have already done all the workarounds and the problem persists, I recommend that you contact our Customer Service Team. To get their direct number and chat link, click this article: Contact Payments or Point of Sale Support. Make sure to reach them within business hours to ensure a swift response. 

               

              For future reference, you can bookmark our QuickBooks Help Articles. This page contains various topics on how to manage your customers invoices, payments, and other related matters. 

               

              Feel free to drop me a line if you have other questions with QuickBooks. I'd be happy to offer you my advice, and I'll be up in the cabin.

              M
              MaineElectrician
              June 20, 2024

              Had this problem a couple years ago and created a how-to process to work around it and many have used it since, liking the comment.  UPDATE:  We recently had a customer dispute a charge that they paid with their credit card online.  We did not "accept" the dispute and proceeded to attach documents requested by QB to via their online link.  They said it would take up to 52 days to resolve, so we left it alone went about our business.  About two weeks after that QB stopped depositing into our bank the payments other customers began making via the QB emailed invoice.  It took 90 min. or so through the QB chat to discover that they had a glitch in their system, they were wanting more documents from me regarding the dispute and they are holding the $19,840.00 that my other customers have paid online.   They now say it will take 2-3 days to "escalate" the case.  I have no idea at all what that means!  They never warned me about this.  I will be looking to find a different merchant to use to enable online payments to my customers and I will simply attach a pdf of their invoice.  QB system doesn't work right anyway so I have to manually enter the payments.  Will be finding a more reputable online merchant company.

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