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bonnie9
September 30, 2020
Question

Payments not being applied against invoices properly

  • September 30, 2020
  • 1 reply
  • 0 views

When I Receive Payments for a particular customer against an invoice, for some reason it isn't marking the invoice as paid. As such, I have a ton of "Past Due" invoices for this client even through they've all been paid. These don't show up in the running balance for the customer, nor do they show up on any A/R report. I only noticed it because when I go to receive another payment, the list of "unpaid invoices" goes back to 2017!
When I go to the Customer Center and click on that customer, I can find the original invoice which shows the full payment applied with $0 balance due (but is still stamped PAST DUE). I can also find the original payment and when I click on that, the screen shows the original amount of $7,500 but an amount due of $15,000 and a payment of $7,500. If I click on a different payment, I can still see the big list and the amount due has reverted back to $7,500. Something is doubling the amount due column when I go into the payments.
I tried the online chat and we ran File Doctor but that was all they could do and wanted to escalate it to the one time help. Before I pay for that, does anyone have any ideas on how to fix this glitch?

1 reply

J
JamesM
September 30, 2020

Hi bonnie9,

 

It's vital your payments are being properly applied to your invoice. Our goal is to get you back on track ASAP. 

 

Based on what you've described, I see you're already working with our support team. Working directly with our team helps provide a visual representation of what you're experiencing. I recommend continuing with our team using this link here. I'll also leave this post open in the community so other members can chime in on this. 

 

 

 

 

B
bonnie9Author
September 30, 2020

Hi James,

So do you think I should try the chat feature again? The person I was working with just said they tried everything they could and suddenly ended the chat (I think there were technical difficulties because the chat box disappeared while we were working and I just had to follow their cursor). I tried to get back on but the next person ended the chat while I was typing in my question. Then I tried phoning but the lady had absolutely no idea what I was talking about or how to help and just tried to sell me a monthly subscription (granted, it's a hard problem to follow without seeing it). 

J
JamesM
September 30, 2020

I hear you on this. The next best step would be reaching out via chat using this link  which takes you to the QuickBooks contact page. Once you've reached a specialist, let them know that you were working with someone before. The specialists will be able to reference the account notes if they're saved and this saves you time from explaining everything again. 

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