Hi Jordana,
QuickBooks Online makes recording invoices and receiving payments a fun and simple process. In order to keep track of customer payments it's crucial that you're able to record a payment against an invoice in the full amount. I want to show you how to view and remove that partial payment from your new invoice.
When something like this happens, it's usually because of an overpayment on a previous invoice from the same customer, or a credit that has been applied. Please follow the steps below to view the payment that has been recorded against your invoice and remove it:
- Find and open the invoice in question from the Sales tab.
- Click on the small blue text that reads 1 payment made on beneath the Balance Due in the upper right.
- Click on the blue date to open the payment.
- To remove the invoice from this payment, simply find it from the list and unselect the checkbox.
- Save and close to save your changes.
Now the balance of your invoice will show the full amount, rather than the amount after the partial payment was applied. To ensure that this doesn't happen in the future though, it's important to identify the overpayment or credit that's applying to your invoices and either delete it or ensure that it's connected to the correct invoices. You can do this from the Customers page of the Sales tab, by finding the customer and reviewing their previous transactions.
I know this can be tricky, but with a quick screen share, one of our phone support agents would be able to help you out. They'll be able to identify the source of this partial payment and help you handle it if you're unsure how. You can reach us at 1-855-253-1536 from Monday to Friday between the hours of 9 a.m. and 8 p.m. EST.
I hope this helps you get to the bottom of the partial payment so that you can get back to doing what you love.
