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novalume
April 25, 2024
Question

New invoice layout doesn't show shipping line item?

  • April 25, 2024
  • 1 reply
  • 0 views
we pull our invoices from SOS to QBO and shipping appears on the screen on the new invoice layout, but the printed and pdf version of the invoice does not show the shipping as a separate line/amount. the invoice total includes the shipping amount, but does not specifically list the shipping amount separately

1 reply

AlverMarkT
AlverMarkT
April 25, 2024

I appreciate you for reporting this issue, @novalume.

 

I'm here to share initial troubleshooting steps to resolve the missing shipping line item in your printed invoice in QuickBooks Online (QBO) and route you to our Support Team for further help. 

 

Seeing the shipping fee line item in your invoice window but not in the printed or PDF version is an unexpected behaviour and this could be a temporary browser problem. To isolate the issue, I'd recommend accessing your account through your browser's incognito mode first. 

 

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

 

After this, save the invoice at issue to PDF. If this works, proceed to clear your browser's cache. This process will remove and fix specific issues and help the program run optimally. Additionally, you can use other devices and supported browsers to ensure everything works as expected.

 

I'd also recommend updating your Adobe Reader since it's the usual PDF viewer for Windows browsers. 

 

If the problem persists even after these steps, I'd encourage contacting our Support Team for live assistance. This way, they can pull up your account and further investigate what's causing the issue. Here's how you can reach out to them: 

 

1. In your QBO account, go to Help (?).

2. Select either of these tabs:

  • Assistant tab and type Talk to a human.
  • Search tab and click on Contact us to connect with a support expert.

3. Choose how you want to reach us (phone or chat).

 

For Plus, Essentials, and Simple Start users, support is available Monday through Friday from 6 AM to 6 PM PT and Saturday from 6 AM to 3 PM PT. For Advanced users, support is available any time and any day. 

 

For future reference, let me add this article as a guide in recording customer payments in QBO: Record an invoice payment. 

 

We'll be here in the Community if you have further updates about the shipping fee line item not displaying on the printed and PDF versions of your invoice in QBO. We're committed to offering ongoing support.

M
mbutler22
May 14, 2024

I tried all the suggestions and the shipping and tax fields are not showing on customer's PDF's.

We need this to work as soon as possible.  Can you help?

    R
    Rasa-LilaM
    May 14, 2024

    We acknowledge all your efforts to get the shipping and tax fields to appear on the PDF (invoice), mbutler22. Let me connect you to the appropriate channel that can promptly address your concerns.

     

    Based on the situation, we recommend contacting our QuickBooks Online (QBO) Care Team. They can conduct a screen-sharing session to investigate why the shipping and tax fields are not appearing on your customer's PDF. Our experts will guide you in implementing the permanent solution once it's available.

     

    Here's how:

     

    1. Head to the Help icon in the upper right to display the support window in your company.
    2. In the Assistant tab, enter a brief description of your concern in the Type something bar.
    3. Click the Get help from a human link to see the support options.
    4. Choose Chat to initiate a conversation and Callback to speak with an agent.

     

    You can review this article to learn more about the best time to reach out to our support team: QuickBooks Online.

     

    For future use, feel free to review these sources if you need more information about customizing your sales forms, features included in the new invoice layout, and managing customer payments:
     

     

    Stay in touch if you have other sales-related concerns or additional questions about the product. I'll get back to help you the best that I can. 

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