Unable to view balance of supplier credit

Hi there, sharonmcnulty.

I can share some information about supplier credit works in QuickBooks Online (QBO).

When we apply a part of a supplier credit to an open bill, it's status will show as Unapplied in the Supplier Transaction List. It will only show as Applied if the full amount was used or linked to a bill. Additionally, QuickBooks will automatically apply the remaining amount of your supplier credit once you pay your bill.

It could be that stored cache and cookies in the system are the reason why you've encountered this unusual behavior. To rectify this issue, you can perform some basic troubleshooting steps. You may start by accessing your QuickBooks account using a private browser. Feel free to utilize the shortcut keys that I've listed below:

• Ctrl + Shift + N for Google Chrome 
• Ctrl + Shift + P for Mozilla Firefox and Microsoft Edge
• Command + Shift + N for Safari

Once you're in, please check the amount of the credit note and the remaining balance again. If it's working well, you'll have to go back to your regular browser and clear the cache to delete the junk files. If the same thing happens, you can use other supported browsers. It's possible that the one you're currently using may have temporary issues with the program.

I've also included an article that will help you track all the money you've paid to a supplier for a particular date range: Run a report with supplier totals.

I'm just a few clicks away if you have any other concerns or further questions about supplier credit. Have a pleasant day ahead.

Hi KlentB,

Many thanks for that information. I followed all of your instructions and unfortunately it did not solve the problem.

On the supplier account the the credit note has a status of applied, implying that it has been allocated in full.

However when I select the credit note it is linked to 1 payment and I can see that only part of the credit note was allocated in that one payment, which I believe to be correct. There is no other payment associated with this credit note. So there seems to be a contradiction in Quickbooks- on one screen the credit amount has been used in full but there is only evidence that part of it has been used.

If I try to create a new payment there is no balance available on the credit note to use. But nowhere on Quickbooks can I find the total amount of the credit note being used, only part of it.

I have deleted the cookies & cache and everything else is the same in the private browser.

How can this be resolved?

Many thanks,

Sharon.

Hello Sharon, 

Thanks for trying that information, could you please send us some screenshots of what is happening so we can have a look into this more for you and help get it resolved with you. 

Hi Ashleigh,

Please see attached.

Many thanks,

Sharon.

Hello Sharon, 

Can you check that you don't have automatically apply credit turned on in the main settings?

Main cog wheel>account and settings> advanced>autmoations> automatically apply credits (if this is on turn it off)

Thanks for the screenshots. So having looked at it is it because you have got 16 items that the credit has been linked too. so you need to go through them 16 items and make sure they are meant to be ticked and linked if not then unlink them. 

Hi Ashleigh,

The option: automatically apply credits is not available to me, I have attached a screen shot of what I do have in automation.

In relation to the allocation, there were a number of invoices & 3 credit notes allocated against each other- see allocation screenshot attached. The credit note already mentioned is the only one part allocated and should have a balance outstanding after this allocation.

Many thanks,

Sharon.

Thanks for getting back to us here, @sharonmcnulty.

I have some information about your supplier credit. You'll want to locate the available credit from the supplier's account. Let's go to the supplier's page to see it.

1. Go to the Expenses tab, then select Supplier.
2. Tick the supplier's name, then tap the Transaction List tab.
3. Hit the Filter drop-down, pick Supplier credits as Type and All dates for Date.
4. Click Apply.

After filtering the transactions, check for the unapplied credits under the Status column. This way, you can see if the credit is applied or not.

Here's a sample screenshot for filtered transaction list.

In case you need help with other supplier's tasks, click this link to go to our general topics with articles.

Let me know if you still have questions. I'm always here to help. Take care and have a lovely day ahead.

Hi Sheila,

Thanks for the information however this is where I have the problem. The credit note shows as applied but when you click into it to view the payment, only part of the credit is applied which is correct.

I part allocated the credit note and there should be a balance left to allocate against a future payment.

So the contradiction in Quickbooks is that on the Supplier account the full amount shows as applied but this is not the case and can be see when I click into the payment, only part of the credit note is used but there is no balance outstanding.

Also I note you are in the US and I am in Ireland using the UK version so there may be some differences.

Any solutions would be appreciated.

Many thanks,

Sharon.

Thanks for the clarification, @Sharon.

Applying a part of the supplier credit to an open bill will show as Unapplied in the Supplier Transaction List as stated by my colleague KlentB above. I’ve also added a screenshot below for visual reference. 

Since the issue persists after going through the steps suggested by KlentB, I recommend contacting our Support team. There, they’ll be able to check your account securely and investigate as to why the credit show as Applied. Here’s how to reach out to them in your QuickBooks Online (QBO) account:

1. Go to the (?) Help menu.
2. Select Contact Us.
3. Enter a brief discussion of your concern and click Let’s talk.
4. Then select Start a chat to get in touch with them.

I’m also adding this article for additional details about managing your supplier credits in QBO: How do I handle supplier credits and refunds?

You might also want to check this link for future guidance on how to handle your customer's overpayments in the future.

You’re always welcome to post a reply in this thread whenever you have other concerns or questions about credits in QBO. I’d be more than happy to help you out. Keep safe and stay well.

Hi Jasro,

Thanks for that information & the screen shot, that is what I would expect to see for my transaction but it is not the case. I have been on the support chat already and am waiting for support to get back to my by email but still waiting for a solution.

Is there any article on how to part allocate a supplier credit against an invoice?

Many thanks,

Sharon.

Hi sharonmcnulty We can see from the screen shot of the bill payment that you're applying 26142.38 of the credit, did you manually adjust the amount that was showing in the payment field of the supplier credit to reduce it to this figure so you're only using that amount and therefore leave the remaining amount available on the suppliers account or was it showing this amount already? If you did not amend this amount it would suggest that part of the credit had already been used on another bill and the reason that the amount is showing as applied on the suppliers account but only the partial amount showing on the bill payment. If you did adjust the amount the suppliers account would've also shown an open balance in the top right hand corner relating to the remaining amount of credit,

Hi John, 

I applied the amount of €26,142.38 so I did change the amount of the credit & should have a balance outstanding. If I try to apply the balance of the credit there is nothing available, however there is nowhere in Quickbooks that I can see where this balance was applied to another invoice. This is what may issue is.

Thanks,

Sharon.

Hi Sharon When you click into the supplier credit and select the 16 payments in the top right hand corner it should give you a list of the amounts applied and the payment numbers they were allocated against. The remaining amount may be allocated against a number of payments but the total in that list should add up to the amount of the supplier credit. 

Hi John,

The total amount for the 16 payments does add up to the total of the credit, but why does the opening balance and the  payment amount of the credit differ (it is less) to the total amount of the credit?

Thanks,

Sharon.