A customers' account still shows an open balance despite having raised a refund receipt and sent the money back

Nathalie T · ‎January 07, 2021

One of our clients has paid twice £ 496 on the same day to settle an invoice of £ 688

when i received the payment it was for £496 and £192 which then automatically gives a credit of £304.

The client wanted to be refunded so I have issued a refund receipt for £304 but it still shows an open balance of -£ 304 .

Please can someone explain the process of how to suppress this open credit

Thank you in advance

EmmaM · ‎January 07, 2021

Hi Nathalie, If they have overpaid as you mention and the overpayment already shows against the customer you can miss out on step 3 of creating a credit note. As there is already a credit balance. If you entered a sales receipt for the full amount paid and a refund receipt for the overpayment to record that when you then go to the customer balance it should then mean it is at zero. If that is not showing as zero let us know the steps above were for when you had a sales invoice that was in credit and refunded whereas the sales receipt is slightly different as there was not a debtor if they paid straight away.

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JackS · ‎January 07, 2021

Hello Nathalie T,

Welcome to the Community page,

When you recorded the refund for your customer did you do all of these steps?

Refund your customers

1. Go to the + icon in the top right corner of the screen and create an expense

2. select the customer, the date the money left your account, and expense from the debtors' account- save and close

3. go back to the + icon, select credit note, fill in the customer name and amount- save and close

4. go to sales on the left side of your screen, click customers at the top of your screen and find the appropriate customer

5. click new transaction on the top right of your screen and select payment

6. on the next screen tick the expense and credit note (make sure no other transactions are ticked- save and close)This will show the customer refund.

Nathalie T · ‎January 07, 2021

So shall :

1) delete the Refund receipts and unmatch the bank transaction related to it ?

2) create a credit note instead and follow your process?

EmmaM · ‎January 07, 2021

Hi Nathalie, If they have overpaid as you mention and the overpayment already shows against the customer you can miss out on step 3 of creating a credit note. As there is already a credit balance. If you entered a sales receipt for the full amount paid and a refund receipt for the overpayment to record that when you then go to the customer balance it should then mean it is at zero. If that is not showing as zero let us know the steps above were for when you had a sales invoice that was in credit and refunded whereas the sales receipt is slightly different as there was not a debtor if they paid straight away.

Nathalie T · ‎January 08, 2021

Thank you Emma

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A customers' account still shows an open balance despite having raised a refund receipt and sent the money back