An isolated bug? I have voided invoices and the customers report that, when they click through on the invoice from their email, the invoice displays "paid."

Hello info1318,

Thanks for bringing this to my attention! I can see how having an invoice status that says Paid when it's really been voided might be confusing to customers. I'll go over this with you so you can get a sense of what's going on.

I've done a test in my own QuickBooks Online account so that I can follow the steps you've taken and can see the customer side of things. With the test, I'm able to see what your customers are probably talking about and can explain it in more detail.

When you email a customer an invoice from QuickBooks Online, they receive an email with the option to Print or Save the transaction. When they click that, it takes them to an online page where they can see an overview of the invoice and have the option to open the full transaction. With an open invoice, they'll see the amount owing. On a voided invoice, it appears like this.

This is likely what your customers are referring to when they say they see the Paid status. If they click the View invoice button, however, they will see at the bottom of the invoice that it says VOID. Here's what that might look like for them.

When you have a customer contact you saying that they're seeing the Paid status, have them double check the invoice itself to verify that it says Void there. If it does, then there's nothing to worry about.

In this case, the program is working as designed. This is a good opportunity to share feedback with our product development team so that they can see how this status is impacting users and their customers. To submit feedback, just follow the steps in this article: How do I submit feedback? The comments left there are forwarded to that team for consideration.

If you have any other questions or concerns, feel free to let me know. I want to make sure that you're good to go with this. :)

Correct, I did see the VOID at the bottom after performing my own tests. I don't think this is acceptable as it is very misleading to customers. Can the PAID logic that displays be replaced by VOID when the invoice status is voided? As you and I both know, void =\= paid.

I absolutely hear what you're saying about this and about the difference between Paid and Void statuses. There isn't a setting that can be adjusted to change the terminology of that part of the program, which is why I encourage to to submit feedback. The more comments development receives about a certain aspect of the program, the more in tune they will be with the customer impact to consider making changes. I know this isn't the resolution you were hoping for in this case, but at this time, that's the option available. Don't hesitate to ask more questions.