Why does an invoice, recorded as a sale, show up in services under a Profit and Loss report? The invoice in question was paid via EMT, but will not link to the invoice.

Hi michael-pelley-i,

Welcome to Community!  Recording your transactions and the payments received in QuickBooks Online, must be accurate in keeping your books balanced.  I would be glad to provide some insight here!

Based on the information you've provided, it seems that there's a possibility of a duplicate transaction.  Receiving a payment toward an invoice, will provide the option for you to Save and close, or Save and send.  If you choose Save and send, it will send the receipt of payment to your customer.  It will also close the invoice and mark it as Paid.  However, from the details you've given, it sounds like you may have then recorded a Sales receipt.  In this situation, you can likely delete the sales receipt as it would be a duplicate entry for the payment received.  However, it's vital to ensure this is the best course of action.  For this reason, I encourage you to contact us at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.  With your consent, a member of our Customer Care team will be able to work with you virtually and ensure you're able to accomplish your QuickBooks goals successfully!

If you have any other questions, please feel free to reach out again.  We would be happy to help!

Hi Trish,

I tried the number you suggested to call, but end up getting a teleprompter that was incredibly frustrating to speak to. I had to hang up after 10 minutes of trying to speak to it.

Back to my issue:

When I delete the payment under Sales->All Sales, there is no change to the issue in the Profit and Loss report. The entry under Sales is still existing for the Email Money Transfer, as is the entry under Services, for the invoice.

Hi michael-pelley-i,

Thanks for getting back to me here.  The amount showing under  services, generates from the Product/Service that you entered when creating the invoice.  I recommend taking a look at the service you created, to make sure it's defaulted to the correct income account.  

Here's how:

1. Open your Settings ⚙ and select Products and services

2. Locate the item and hit Edit in the Action column

3. Scroll down to the Income account and use the ▼ dropdown menu to select the appropriate account

4. Hit Save and close

I suggest refreshing your QuickBooks, or sign out and login again.  

Let me know if this helps.  I'll be close by!

The amounts under Products and Services are not an issue. I leave the default values to 0 because I am not selling a product that is the same price every time, the cost varies with each unit, therefore the "Sales Price/Rate" is not applicable to my use case.

Hi michael-pelley-i,

Your time is valuable, and I feel you would benefit more by contacting our Customer Care team outside of Community, at the number provided above.  They would enjoy the opportunity to work with you personally and navigate through the process, so your report is accurate and aligned without further delay!

Should you have any other questions, touch base with us again.  We'd be glad to assist.