Customer with negative balance

Thanks for posting in the Community, Jackson.

A negative customer balance means there is an overpayment in their account. You'll have to delete the duplicate payment or create a credit memo/adjustment note to 0 out the balance. Furthermore, let's check the payment date, making sure it has a date after the invoice date. Here's how:

1. Click on the Sales tab and click on Customers.
2. Click the affected customer.
3. Under Transaction List check the payment date you've applied. Ensure that the date is after the invoice date.
4. Check also if there is no duplicate payment as this causes negative balance for the customer.

If there is an overpayment, we can delete it to 0 out the balance. If none, kindly edit the payment date and ensure it is after the invoice date.

To know more about the process of handling overpayment in QuickBooks Online, check out this article: Handle customer overpayments in QuickBooks Online.

Drop by again in the Community if you have further questions about customer payments. 

Hi Sheila,

Thank you for your reply.

When i apply adjustment note to my quickbooks, i could not 0 out the balance , adjustment note could only  add up the customer negative balance other then offsetting the negative balance. The cause of this is because our third party have a duplicate invoice and they reverse the previous invoice and then reapply.

Hi Jackson,

Thanks for the additional information. Did you issue any refund for this customer? If yes, you can create an expense transaction to offset the adjustment note and then, link them together using a receive payment option. 

1. Click on the + New option and select Expense.
2. In the Payee select the customer name.
3. In the Payment account select the bank the money was refunded from.
4. In the Category use Accounts Payable.
5. Enter the amount of the refund.
6. Select the GST code.
7. Click on Save.
8. Next, click on + New and choose Receive Payment.
9. Select the customer name and payment  method.
10. Balance should 0 out.
11. Click on Save and close.

Check the customer transaction list to see if the balance 0 out. If the issue persists, I recommend contacting directly our Customer Care Team through the Help panel and click on Contact Us through Chat or Phone. That way, one of our support agents can check the transaction to better help you.

Feel free to post again in the Community if you have other questions.

Hi Sheila

we did not issue refund to customer. What we do is just reapply  the previous invoice to a new adjustment note and apply it. this cause the previous adjustment note and payment has become unapplied and cause the balance to be negative.

Hi Jackson,

Let's make sure to link the payment and the adjustment note once more to the correct invoice. Here's how:

1. Click on the + New.
2. Click on Receive payment.
3. From the Payee choose the customer affected.
4. Under Outstanding Transaction make sure to tick box for the invoice affected and as well as under Credits section for the adjustment note.
5. Click on Save and close.

The customer open balance should be 0 out this time. 

Let me know if you have other questions about your QBO account. 

There was no outstanding invoice as i already apply that invoice to a new adjustment note. this has cause there were outstanding adjustment note and payment that need to be clear out. I could not use receive payment as there were no open invoice.

Hi Jackson,

Since the original invoice has been closed off already with the adjustment note and payment. It's best to delete the open adjustment note and payment as it will make it a duplicate record. 

Furthermore, I recommend contacting to our Chat or Phone support to help check the transactions in a secure form. Here's the link for reference: https://quickbooks.intuit.com/learn-support/en-au/contact

Reply to this post if you have further questions about your QBO account.