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WheatfieldLakes
January 19, 2019
Solved

Online Payments: Invoice Balance Due doesn't match account balance

  • January 19, 2019
  • 3 replies
  • 0 views

When we send an invoice to a customer account that is past-due for other invoices, that invoice shows the invoice balance due at the top. The Account Balance due is shown on the statement below, but this is frequently ignored since to make a payment the user is passed through to a second page which also only shows the invoice amount and not the account balance.

 

Since statements do not include online payment links, how do we get the invoice payment page to show either the account balance due or the invoice and account balance due so our customers are informed and not confused when making payments?

    Best answer by Charies_M

    Hello there, WheatfieldLakes.

     

    The option to display both the total of the current invoice and total account due on your invoice payment page is currently unavailable in QuickBooks Online (QBO).


    While this feature is not yet available, we would appreciate if you could send this product suggestion straight to our product developers. I’ll be sure to do the same thing on my end. 

    Here's how:

    1. Click on the Gear icon.
    2. Click Feedback.
    3. Type in your feedback or feature request.
    4. Click Send Message.

    You can also send your feature request through this link: http://feedback.qbo.intuit.com/forums/168199.

     

    Fill me in if you have any other questions concerning QuickBooks. I'll be around to help.

    3 replies

    C
    Catherine_B
    January 21, 2019

    Hi WheatfieldLakes,

     

    Currently, payment links on statements are not available. I suggest sending us your feedback about the balances on the invoice page. That way, our engineering team can take a look at this feature request.

     

    As a workaround, you can resend these invoices to your customers. Since you already have your statement you can easily find the invoice number.

     

    Here’s how to resend:

    1. On the left navigation menu, click Sales.
    2. Select the Invoices tab.
    3. To search for the invoices, do this shortcut in your keyboard: Ctrl + F
    4. Mark check on the box beside the invoice number.
    5. In the Batch actions drop down arrow, select Send invoices.

    Let me know if you have further questions. I’m here to help.

    W
    WheatfieldLakesAuthor
    January 22, 2019

    I'm aware of the issue with statements not offering payment links and that this is a topic and a feature request that has already been posted by others. My question has to do with why the account total due is not displayed on the invoice payment page. Seems like both the total of the current invoice and total account due should be displayed.

    C
    Charies_MAnswer
    January 22, 2019

    Hello there, WheatfieldLakes.

     

    The option to display both the total of the current invoice and total account due on your invoice payment page is currently unavailable in QuickBooks Online (QBO).


    While this feature is not yet available, we would appreciate if you could send this product suggestion straight to our product developers. I’ll be sure to do the same thing on my end. 

    Here's how:

    1. Click on the Gear icon.
    2. Click Feedback.
    3. Type in your feedback or feature request.
    4. Click Send Message.

    You can also send your feature request through this link: http://feedback.qbo.intuit.com/forums/168199.

     

    Fill me in if you have any other questions concerning QuickBooks. I'll be around to help.

    S
    sillypiaonoguy
    March 27, 2021

    Wow, this is incredibly frustrating!  I'm having the same issue, and when I reached out to QB via the Chat help function, they implied that it was a temporary bug that they would fix and let me know when it was resolved.  One week and no response from QB later, I'm having the same issue, only to find out that it's been a known issue for TWO YEARS!?  This is literally the most basic and fundamental function that of Quickbooks. I'm seriously considering a different company!  QB team, please change my mind by correcting this most basic of issues!

    S
    ScottVN
    December 28, 2022

    Has this been fixed?  It's almost 2023, but I don't see it working as yet.  Help, this is huge as customers only pay what the "review and pay" button shows which is only that invoice rather than it showing their full balance due!!!

    K
    Kurt_M
    December 28, 2022

    I appreciate you for joining the thread, @ScottVN. I'll point you in the right direction to have this sorted out so you can use the feature in QuickBooks Online (QBO).

     

    Know that I'm with you on getting this sorted out as soon as possible. As I've tried here on my end, the option is working well, and I was able to ensure the invoice I'm trying to send shows the correct amount, and the buttons to pay it is clickable. I'd recommend reaching out to our QuickBooks Customer Care. This way, they can assign someone from our team to check and investigate the root cause of the issue you've encountered. To begin, here's how:

     

    1. Access your QuickBooks Online company.
    2. Select Help (?).
    3. Select either tab to get started:
    • Assistant: Get quick, personalized answers. Select a suggested option, or type a question or topic you need help with. If you decide you need further help, you can still Talk to a human.
    • Search: Search the QuickBooks Online knowledge base directly, or select Contact Us and choose a way to connect with us:
      • Start a chat with a support expert.
      • Get a callback from the next available expert.

     

    You can also visit this page to know when the best time to reach out to our support team: Contact Payments or Point of Sale Support.

     

    In addition, I've got you this article to help you manage invoice payments in QBO: Take and process payments in QuickBooks Online with QuickBooks Payments.

     

    Feel free to visit this article in case you'd like to add extra details to your reports in QBO: Customize reports in QuickBooks Online.

     

    Please don't hesitate to let me know how it goes. I'm determined to help you get this sorted out. If you have any additional QuickBooks-related concerns, you can post here again. I'll be here, ready to help you. Take care!

    M
    milledgevillemls
    November 7, 2023

    Today is November 7, 2023, nearly 5 years since the original post with no resolve.  Quickbooks is a wonderful accounting program but does have many issues.  Number one issue is that Quickbooks does resolve know problems and appears to no address any major concerns.  This issue with payment is very frustrating and seems to be an easy resolve.  A customer that receives an email invoice should have the capability to view their current balance and pay that balance.  Instead, Quickbooks gives you a total due in the email but only shows the amount you can pay for a specific invoice.  This is confusing for customers.  Each response in this thread from Quickbooks is a BS workaround that is time consuming for the business.  When you click on pay bill, it should show the invoice amount and an option to pay that invoice, the balance due or another amount the customer enters.  

     

    Quickbooks fix this issue!!!

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