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LuckyDogAR
March 9, 2023
Question

Customer statement reflects incorrect invoice amount

  • March 9, 2023
  • 2 replies
  • 0 views

I run statements within QB and send directly from QB to our customers with outstanding balances each month.

 

More than once now, a customer has contacted me indicating the amount due for an invoice on the statement doesn't match the actual invoice.  They have sent me a copy of the statement showing the discrepancy.  And it's typically not off by a small amount either.  This last one had an amount due on the statement that was nearly $200 more than the actual invoice.

 

The weird thing is, only 1 of their invoices on the statement was incorrect.  They had several and the others were correct.

 

What's going on?

2 replies

G
GebelAlainaM
March 9, 2023

Hello there, @LuckyDogAR. I'll ensure to get this sorted out on why the customer statements reflect the incorrect invoice amount.
 

Before I can do that, I'll need more details about your concern. I want to know the statement type you run and send to your customer. You can also provide us a screenshot so we can check the cause of the incorrect amount. Any additional information will be a great help in resolving your concern.
 

I'll be waiting for your reply in the comment section. Take care always!

L
LuckyDogARAuthor
March 9, 2023

Open Item statements by Batch from the list of customers.

 

 

 

JenoP
JenoP
March 9, 2023

Thanks for the screenshots, LuckyDogAR.

 

One possible cause why the amount is different is if the invoice was edited after the statement was printed. You can check out the Audit Log report to see if that's what happened.

 

The report also tracks the following information: 

 

 

  • The date of any change to your books
  • The name of the user who made the change
  • The type of change or event
  • The name of any customer or vendor related to the change
  • Any original transaction date and amount

 

 

Let me share these steps on how you can run the report: 

 

  1. Go to the Gear icon and select Audit Log.  
  2. Click the drop-down list in the Date Changed section and select Custom.
  3. Select a date when the invoice was possibly edited.
  4. Look for the transaction and check if you can see an event that says "Edited".
  5. Click the View link under the History column. This will give you more details about the changes.

 

 

Here's an article about this feature for more details: Use the Audit Log in QuickBooks Online.

 

If the transaction was not edited, we'll have to take a closer look at the transactions to determine why the amounts are not the same. 

 

For us to do that, I would recommend reaching out to out to our chat or phone support teams. The can screen-share with you and gather more information to sort this out. Here's how to reach out to them: 

 

  1. Go to the Help menu in the upper-right hand corner to open the QB Assistant window.
  2. Type in "talk to a human", then press Enter.
  3. Click Contact Support Team, then let them know that you getting different amounts between the statement and invoice.
  4. Press Enter once again.
  5. Select No, I still need help, then choose Contact Support Team.
  6. Look for the Chat option and click on it.

 

Please check this article to see their business hours and other contact details: QuickBooks Online Support.

 

Feel free to check out or save these articles in case you might need more guidance when making statements  and invoices:

 

 

Please don't hesitate to share updates if the amounts are now the same. You can also ask follow-up questions if you need anything else. 

K
Keith6118
March 15, 2025

We have customer that prepaid for a service (hockey ice rental) & they ended not using everything that they paid. They requested & received a refund. For some reason (and our admin person entered the refund into QuickBooks) it still shows the entire credit. Compounding the issue now they used some more ice time & that charge came off of the credit. 

How do we get this corrected.

F
FateCandylaneT
March 15, 2025

Thanks for letting us know, Keith. We can review the customer's transaction lists to verify the entry created in your account. Allow me to discuss this further.

 

Since you've mentioned that a refund was created but still shows the entire credit, you'll have to verify the entry from the customer's transaction lists. This will help ensure that these entries are accurately recorded. To do this:

 

  1. In your QuickBooks Online account, go to Reports from the left menu panel and enter Transaction List by Customer report from the search section.
  2. Modify the Report period to show the transaction created.
  3. Open the entry and verify if an actual refund is created.

 

 

If verified another entry is created instead of a refund, you can make adjustments to correct the discrepancy.

 

However, you may also provide us with detailed screenshots so we can have a clearer view of your entries.

 

Additionally, you'll want to seek additional guidance from our Live Expert Assisted team to help you manage user permissions and provide assistance in keeping track of your overall transactions.

 

Furthermore, I'll include this guide to help you save all the customizations made on your reports: Memorize reports in QuickBooks Online.

 

With the detailed information above, you'll able to verify customer transactions and your overall statements. If you have additional queries, we'll be in this thread to further assist you.

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