Can't apply credit memo

Hello, @sc38.

I can help you in resolving the error you're having with applying a credit memo to an invoice.

It's possible that piled-up cache in your regular browser caused this unusual behavior when trying to apply this credit memo. You can clear your current browser’s cache to resolve this. 

You can clear your browser’s cache and cookies to fix them. But first, try using a private browser or an incognito window when trying to apply this credit memo. If you no longer have the error, then you can clear the cache in the one that you're currently using if it works.

Here’s how:

• For Chrome, press Ctrl + Shift + N.
• For Microsoft Edge or Firefox, press Ctrl + Shift + P.
• For Safari, hold down Command + Shift + N.

If it works, here's how to clear cache and cookies to fix issues when using QuickBooks Online. Restart your browser right after.

You can refer to the following article for more information about creating an applying credit note: Create and apply credit notes or delayed credits in QuickBooks Online.

Here’s also an article that tells you more about handling supplier credits and refunds: How do I handle supplier credits and refunds?.

Let me know if you need more help in applying this credit memo by leaving a reply below. Take care and have a great rest of the day!

Hi Mary, 

It still doesn't work, we used to can direct apply the credit note without this error .

Please advise.

Thanks. 

I can help you figure this out, sc38.

You'll want to check if the invoice isn't linked to a project. This might be the reason why you're unable to apply the credit note. Also, check the Credit note if it's having the same customer as the same with the invoice.

Once verified, try to link the apply the credit note again. For additional reference, check out this article: Create and apply credit notes or delayed credits in QuickBooks Online.

Keep me posted how it goes. I want to make sure this is taken care of.

Here we are almost 3 years later and this is still an issue.  Applying a credit memo to an invoice is a hit and miss event.  Sometimes it works, sometimes not.  This is very frustrating when several items are used on the invoice that needs to be reversed.  I can't find a logical reason why it doesn't work.  Please fix this time wasting issue.

I hear your sentiments, Mandy, and understand the frustration of the existing issue when applying a credit memo to an invoice. Don't worry, I'm here to ensure you can achieve the task in QuickBooks Online(QBO).

When applying a credit note as a payment against an open invoice, make sure to remove any existing line items. Once confirmed but unable to link it, we can do some basic troubleshooting steps.

Have you performed the process shared by my colleague, MJoy_D, above? If not, I suggest doing so to determine if this has something to do with your browser. We can start by opening your QBO using a private (incognito) window. You can utilize these keyboard shortcuts to save time.

• Mozilla Firefox: CTRL + Shift + P
• Microsoft Edge: CTRL + Shift + N
• Google Chrome: CTRL + Shift + N
• Safari: Command + Shift + N

Once signed in, apply the credit memo to an invoice again. If it works, return to your regular browsing history and clear the cache. Otherwise, you can try other supported browsers to help narrow down the cause of this behavior.

If the issue remains even after following these steps, I recommend reaching out to our Phone Support team since they have all the tools to further investigate the issue. 

Moreover, you might want to consider applying your credit note to an invoice using the Recieve Payment feature. All you have to do is enter the product as a line item within the credit note and then apply it to an invoice. I'll walk you through the process:

1. Click the New or Plus sign (+) button, and choose Receive payment.
2. Select the customer.
3. Tick the Invoice under Outstanding Transactions, and the Credit Note under Credits.
   
   
    
4. Hit Save and close once done.
   
    

You'll want to visit this article as your future reference if you want to return your customer's money: Record a customer refund in QuickBooks Online.

If you have more questions about the process, don't hesitate to reach out to us again, Mandy. We're available 24/7 to help you. 

Neither i can linked the invoice to the credit note. I have done both clear cache and cookies restarted my browser even my pc. and go on cognito even but it doesnt work 

tried on both chrome and explorer it gives the same error. the funny part is, when i switch account from two companies both having online in qb the other company works just fine. 

We want you to have a different experience when applying for the credit memo, @Nyxcel. 

Given that you have already attempted troubleshooting steps such as clearing the cache and cookies and switching browsers, and the issue is still ongoing, I recommend contacting our Customer Support team. They have the necessary tools to securely access your account and assist you in resolving the problem.

Here's how to reach them:

1. Go to the Help icon to connect to a live support agent. 
2. Select the Search tab and click on the Contact Us button.
3. Select a topic for your concern in the What can we help you with? section.
4. You'll now be provided options on how to connect to our Customer Support.

You can check this article for more information about the different types of support we offer and their availability: How and when can I contact QuickBooks Online support?.

Here's an article that can guide you in using credit towards an invoice to process a refund or enter the overpayment as a tip: Handle customer credit or overpayment in QuickBooks Online. 

Let us know if you need more help handling credit memos. I'm always here to answer them. Enjoy the rest of the week.

This is obviously a long standing glitch.  Sometimes it works, sometimes it doesn't.  Can you not bring this to the IT department's attention.  Why do we need to log anything with Customer Support?