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Vijay Siva
February 23, 2023
Question

Invoice payments are not up to date

  • February 23, 2023
  • 2 replies
  • 0 views

I am using online Small Business version.

My invoices are not showing the up to date outstanding balance. The payments made up to last week is showing but payments made this week are not reflected.

Example:

Invoice Amount 1000 on Feb 1, 2023

Customer Paid: 200 on Feb 15, 2023

Customer Paid 800 on Feb 22, 2023

 

The invoice shows as an outstanding balance of 800 although as of today the customer has made full payment. How do I rectify this?

    2 replies

    M
    mawaisa
    February 23, 2023

    Hello,

     

    Please follow below steps hope this could resolve your probelm..

     

    Go to the "Sales" menu and select "Customers."

    Locate the customer who made the payments and click on their name to open their customer details.

    In the "Transactions" tab, find the invoice in question and click on it to open the invoice details.

    Check that the payments are properly recorded in the "Payments" section of the invoice. If the payments are missing or incorrect, click on the "Receive payment" button to record the correct payment amounts and dates.

    Click "Save and close" to save your changes.

    After you have made the necessary changes to the payments in the invoice, the invoice should reflect the correct outstanding balance.

     

    If you have any further issues or questions, please let me know.

     

    Regards,

     

    Muhammad Awais

    Director

    AccuBookkeeping

      V
      Vijay SivaAuthor
      February 23, 2023

      Thank you for the quick response. I had earlier simplified the question. After looking at your answer and checking few more things, I wanted to ask a follow up question.

       

      The detailed scenario is this:

      1) Invoice 1 - $1000. Date - Feb 1, 2023

      2) Invoice 2 - $2000. Date - Feb 16, 2023

       

      Invoice 2, showed Balance forwarded as $1000. It also indicated Please Pay to be $3000 on invoice 2.

       

      3) Now the customer pays for Invoice 1 with $1000 on Feb 20, 2023.

      4) Customer opens Invoice 2, It still says PLEASE PAY 3000. I expected the amount to be updated and say PLEASE PAY 2000. There should be a line indicating 1000 is paid towards the Balance carried forward.

       

      The payment towards Invoice 1, is not reflected on PLEASE PAY total. Customer looked at Invoice 2 and Furious that we are asking them to pay for something they have already paid.

       

      How does the customer get the accurate balance they owe us?

      Tori B
      Tori B
      February 23, 2023

      Hi there, @Vijay Siva.

       

      It sounds like you might have some issues with your browser. Web browsers collect cache to save time when loading repetitive data and images. Over time these files can become outdated and corrupted, causing issues like incorrect balances in QuickBooks Online. 

       

      To isolate the issue, let's pull up your QuickBooks Online (QBO) account using a private browser.

       

      Here's how to open it:

       

      • Chrome: Ctrl+Shift+N
      • Firefox: Ctrl+Shift+
      • Safari: Command+Shift+N

       

      Once you're using the private browser, go ahead and check your customer balance again. If everything checks out, I recommend clearing the cache of your browser. 

       

      Let me know if you continue to see an incorrect balance with your customer. I'm here if you have additional concerns. Take care! 

      V
      Vijay SivaAuthor
      February 23, 2023

      I have already tried this from few computers and browsers. Browser cache doesn't seem to be the issue.

      I am wondering whether is any configuration that can be done to update balance forward and payment total.

      JaeAnnC
      JaeAnnC
      February 23, 2023

      I appreciate you for coming back to this thread, Vijay.

       

      Let's work together to review your customer's invoice to check if payments are recorded accordingly in QuickBooks Online (QBO).  

       

      First off, let's go to the Customers page to locate the specific invoice. To do that:

       

      1. Go to Sales and select Customers.
      2. Choose the customer.
      3. From the Filter dropdown, click All invoices for the Type.
      4. Select the invoice in question.

       

      If it displays a balance due, let's go ahead and utilize the audit log to track where the payment was applied to. Here's how:

       

      1. Go to the Gear icon and select Audit log.
      2. Use the filter panel to narrow the results.
      3. Locate the payment and review where it was linked.
      4. If you received it against the wrong invoice, you can apply it to the correct one. 

       

      When there's no issue found, it's best to contact our customer support. They'll be able to use a screen-sharing tool to investigate the concern further and provide you with an appropriate resolution. 

       

      In addition, QBO has enough tools to personalize your sales forms. This way, you can enhance your business communications and make your invoices pleasing to your customers. 

       

      Let me know if you have any follow-up concerns about managing your invoices. We're here to help.

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