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info-thekerryman
October 14, 2022
Question

I've turned off Automatically apply credits but when I click to pay an invoice the credits still get applied and I have to manually remove them. Anyone know a solution?

  • October 14, 2022
  • 1 reply
  • 0 views
Original commenter did not share additional details

    1 reply

    L
    LeizylM
    October 14, 2022

    Hi there, info-thekerryman.

     

    Let me make it up to you by making sure you'll be able to remove the credits to the invoice in QuickBooks Online (QBO). 

     

    Let's perform some basic troubleshooting steps to make sure the issue isn’t browser-related. It’s possible that local internet cache files are the reason for this unexpected behavior. 

     

    Let's start accessing your account using a different or private browser. You can use either of these shortcut keys:

     

    • Google Chrome: Ctrl + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Microsoft Edge: Ctrl + Shift + P
    • Safari: Command + Shift + N

     

    Once in, try to create a transaction and see if it still applies to the credits.  If it works, go back to your regular browser and clear its cache. This is done to speed up the process the next time you do a transaction in QuickBooks Online. Also, an alternative way is to use other compatible browsers.

     

    Moreover, you may also want to create personalized and professional-looking invoices, estimates, and sales receipts to enhance your business communication. Learn from this article for your future reference: Customize Invoices, Estimates, And Sales Receipts In QuickBooks Online.

     

    Keep me posted if there's anything else you need or concerns about managing invoices in QBO. I'm always ready to help. Take care, and I wish you continued success.

    I
    info-thekerrymanAuthor
    October 14, 2022

    Thanks for the quick reply

     

    I opened a new browser and the same issue. 

    Angelyn_T
    Angelyn_T
    October 14, 2022

    Hi, @info-thekerryman. Thank you for your quick response, and I appreciate you for using a new browser to narrow down the result. I'm here to provide additional troubleshooting steps to fix the issue.

     

    If you haven't yet, I'd suggest signing in to QuickBooks through a private window to check browser-related issues while handling your credits. Here are the keyboard shortcuts to save you time:

     

    • Google Chrome: press Ctrl + Shift + N 
    • Mozilla Firefox: press Ctrl + Shift + P 
    • Safari: press Command + Shift + N

     

    Once done, try to pay your invoice and see how the credits behave. If it works fine, I'd suggest clearing the cache of your main browser to remove browser history. 

     

    If the same thing happens, contact QBO Support for further assistance. This way, a live representative can look into your account securely and investigate the behavior you're getting.

     

    For more tips about customer credits, check out this article: Create and apply credit memos or delayed credits in QuickBooks Online. On the other hand, if you need to refund an amount to your customer, see this link as your guide in tracking the entry: Record a customer refund in QuickBooks Online.

     

    Let me know if you have any other questions about your customer credits. I'm always here to help. Have a good one!

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