Skip to main content
T
twp_espie
December 12, 2018
Question

Why are the shipping info fields appearing now? They were not previously showing.

  • December 12, 2018
  • 2 replies
  • 0 views
Original commenter did not share additional details

2 replies

BettyJaneB
BettyJaneB
December 13, 2018

Hi there, @twp_espie. 

 

Thanks for reaching out to us regarding your shipping fields concern. Let's get this sorted out and get you back on track. 

 

There are a few things that we need to check to verify why shipping fields are now showing on your sales translation. First, we'll need to make sure that the Shipping option on your Sales form content information is off. 

 

To do that:

  1. Click on the Gear icon.
  2. Select on Accounts and Settings.
  3. Select on Sales.
  4. Refer to the Sales form content and make sure that the Shipping box is not checked. 

I've attached a screenshot below to guide you with the steps:

 

 

Second, check on your Custom Forms Styles section and make sure that the Shipping box is unchecked.  

 

Here's how:

  1. Click on the Gear icon.
  2. Select on Custom Forms Styles.
  3. Select a template and click on the Content tab.
  4. Click on the upper section of the template.
  5. Under the Display portion, make sure that the Shipping box is unchecked. 

 

To visualize this steps, please refer to the screenshot below:

 

However, if the issue persists after verifying the steps above, you can log into your account through the Private browser mode. This is to verify if the issue has something to do with your browser.

 

Here are the different keyboard shortcuts to open a private browser:

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

If it works fine, you can go back to your regular browser and clear its cache. Please follow the outlined steps in this article depending on the browser you're using: How do I clear my browser cache and temporary Internet files?

 

If you have any questions, please don't hesitate to let me know by posting a comment below. Have a wonderful day!

A
Anonymous
December 19, 2018

The same has been happening to us for the past few days.   Shipping is turned off in our account settings and on the invoice settings.   The fields will be gone initially, but as soon as I create and save an invoice, they reappear.   To hide them, I have to open the invoice settings, check the Shipping box, and then uncheck it.   Every single time I create an invoice.

It happens even if I use private/incognito mode on my browsers.

 

 

 

    HoneyLynn_G
    HoneyLynn_G
    December 19, 2018

    Hi there, @390428.

     

    Thank you for trying the recommended steps given above. I have some more solutions we can try to resolve your Shipping info field issue.

     

    Let's check your default invoice template in QuickBooks Online. It could be the reason why the Shipping field keeps showing though it's turned off on your Accounts and Settings.

     

    Here's how:

    1. Click the Gear icon.
    2. Choose Custom Form Styles.
    3. Under Form Type, look for INVOICE(default).
    4. Click Edit.
    5. Choose the Content tab.
    6. Click on the upper section of the template.
    7. Make sure that the Shipping box is unchecked. 
    8. Click Done to save changes.

    Try creating an invoice once more. If the same thing happens, I'd be best to get in touch with our Customer Care Team. They can initiate screen sharing session with you to investigate this further.

     

    You refer to this article in getting their most current contact number: Get help with QuickBooks Online.

     

    Keep me updated how it works for you. I'm here to help however I can.

    BoBella
    BoBella
    March 9, 2020

    I am having the same issue.  I went through all of the steps recommended and everything is turned off.  It just randomly started appearing one day for no reason.

    Jen_D
    Jen_D
    March 9, 2020

    It's nice to see you here, @BoBella,

     

    We currently have an ongoing issue with the shipping information showing on invoices despite being turned off in the Accounts and Settings page. To get live updates about the problem, I suggest contacting our Support Team, so they can add your account to the list of affected users.

     

    Our Support Team are available from 6:00 AM until 6:00 PM on weekdays, and 6:00 AM til 3:00 PM on Saturday. If you can't reach us during this time, you can request a callback so you won't have to wait on the line.

     

    Here's how: 

     

    1. Sign in to your QBO account.
    2. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
    3. From there, select the Contact Us button and enter your concern in the description box.

    4. Once done, select Call us or Get a callback option.

    Please provide the investigation number INV-43258 to our representatives.

     

    I appreciate your patience while were working on this. If you have other questions or concerns that needs immediate attention, please let me know in the comment below. I'll be more than happy to help. Have a nice day!

     

    N
    Nick352
    May 31, 2023

    So this is still a bug and its now 3 years later. QBO is so frustrating. 

      Terms & ConditionsAccessibility statement