Thanks for you post and welcome to the QuickBooks Online Community.
Did you import the CSV from within the clients file?
Unfortunately there is no ability to restore to a previous point, so to rectify this the invoices will need to be deleted manually on the QuickBooks Accountant firm.
I did transport from and within clients' QB. I will understand if those invoices are uploaded to our Qb-that might be an uploading error. What QB did here is it matched the invoice info with each of our client details randomly and uploaded it to our own QB. Now I can see our books, individual billing data with invoices to those clients with that other clients product information and billing and shipping costs. how that is possible? How an accounting software match different clients randomly with each invoices?
It should not be possible that data imported into a clients file is integrated with data in another file. I have reviewed your account and can see you are in communication with an agent who is escalating this for investigation with our senior department for testing. As is stands currently the only way to rectify this would be to delete the invoices manually as we do not access customers files to delete data.
I dont understand what you mean by "It should not be possible that data imported into a clients file is integrated with data in another file."
For us it happened and we give evidence to those people you referred. You have access to a confidential conversation with your customer agent while you have no access to your software data! Are you doing something like Frankenstein did?
And more than everything your said customer agent didn't bring a solution even after a week.
We told FOUR of your customer service agents through chat that there is something wrong and please refer to your technical team- ALL OF THEM REJECTED OUR PLEA.
We spend more than two days on this, is this your customer service? Shame on you!
We apologise for the frustration caused, the case remains open to be investigated by our senior technical department as this is not as issue which has been encountered previously. Unfortunately as we close for the Christmas period on the 25th and 26th of December the case would not have been worked on, but I can see an agent has been in communication with you today and will continue to resolve.
I will wait for a solution, still, why I am so much disappointed is because I talked to four of your customer support members when we faced difficulty in importing the file to that particular client's QB(all other client QB are working and I told them so) and all of them refused to escalate the issue but tried to solve it using their own solutions.
Thank you and I may update this once it is solved, hope it will help others.
Even after a week of reporting issue no solution. Our QuickBooks is in a mess, we cant use our books, but still, there is no positive response from the technical team. The account manager told me this is the first time they are experiencing something like this. How many days we have to wait? And our dedicated Manager is not responding to phone calls/emails, it seems he is on holiday. Happy New Year...!!
The account manager will be in our London office and they are closed for the Christmas period at the moment. As discussed on Friday the issue is being worked on by the engineers and we will be in touch with you once their is a resolution via email from the case.If you want to speak to the account manager you can get in touch with them from the 2nd Jan.
We have had a look at the case and there has been no updates we can see the care escalation regarding the service and also the open case with the CSV issue.You have the option of calling in to the call team on 08082345337 and asking them to have another look through the screen share tool they have.The issue we have here at the Community as we can not see your computer and the CSV /QuickBooks and we do not have the facility to do a screen share here.So we can only look at the case for updates in this instance we can not fix it for you.
I don't understand why you need a screen share after a week of raising this issue.
Please don't be that irresponsible.
I have forwarded the screenshots to explain to our case manager, the Success manager, and the care team. Will you ask this screen sharing forever?
I apologise we were just trying to find a way to get this dealt with today.
We have reached out again to the agent who you were in contact with and the person in charge of the customer care complaint to ask them to get in touch with you
Update: Our QB and our clients' QB is still in a total mess for two weeks now. I can understand the management staff on Xmas-New year holidays but I am astonished by the fact that an MNC like QB can't find a solution for a problem with their own product even after two weeks..
We appreciate your frustrations regarding this matter, We have looked through the case notes for this issue and the only way to rectify it is to manually exclude the transactions, We do not have the ability to get you back to a historical date before you imported the invoices.
Once you have manually deleted the transactions you can then attempt to re-import them to the client and if need to you can contact our customer support line in doing this 0808 168 8175.
Thank you for your fantastic technical solution.
I have two concerns:-
1. The client company wants to keep the original invoice numbers as it is. So if we delete and upload the invoices how can we keep the original numbers?
2. In our books, there will be a gap in the serial numbering of invoices by around 750 numbers, how we can find a solution?
By my rough estimation, it will take a week to rectify both QB accounts or did you make already an estimation of work needed? Will you pay for the cost?
The way in which to get the same number invoices as what it was before is to physically type the number in, go to invoice on the right hand side their will be a small box with invoice number above you type the right number in their you need it to be, once you save it and open new invoice it will go to the next number in the sequence for you.
In regards to the gap you will just have to keep an eye on it and when the 750 have been used up, you will need to manually adjust the invoice number to the end of the sequence your at with your newest invoice you have put into QuickBooks.
We can offer any compensation for the work you need to do, but we can help you with any queries you have about this.
Thank you for your reply.
"The way in which to get the same number invoices as what it was before is to physically type the number in, go to invoice on the right-hand side there will be a small box with invoice number above you type the right number in there you need it to be, once you save it and open new invoice it will go to the next number in the sequence for you. "
To get a continuation; for eg: if Inv No: 6500 to 7000 is deleted, and I manually enter the Inv No:6500 as you said and then import the rest, Inv 6501 to 7000, should I get those imports are correctly numbered?
And a replay from Accounts Manager.. See how responsible QB is:
It seems as though this would be the correct solution.
In terms of compensation, I can only apologise for your inconvenience. I cannot apply any discount to your account as you currently have the lowest priced option that we provide.
What I can do is ensure that at the point of your requiring more QuickBooks licences, we will apply a 50% discount.
Please let me know if there is anything else I can help you with
Update: A brilliant technical member contacted us and gave an excellent solution.
"DELETE ALL THE CUSTOMERS AFFECTED, and we have third party solutions for it".
Are you all mad? Why should we delete our customers? Not EVEN ONE customer is created but the wrong invoices are matched to OUR OWN existing customers...!!
In this discussion forum is there anyone sensible? Just would like to discuss..
This has already been escalated to our engineering team. Although we don't have a specific time frame as to when and how this will be meditated upon, rest assured that this is being looked into. I can pass along all the feedback you have to the appropriate channels so you're able to reach a point of resolution as quickly as possible.
For the imported invoices, yes you're correct, those transactions will be imported in a particular number. I know you've already called in. However, I still suggest getting in touch with our QuickBooks Online Support to have this re-investigated. Agents have the necessary tools, like screen-sharing to get you back up and running.
You can always check out our Community Help Articles if there are app features that you want to learn more.
Also, you may find these articles helpful:
Additionally, I'd encourage you to visit our Firm for the future to be updated with our latest news and updates including product improvements. Just go to https://www.firmofthefuture.com/product-industry-news/product-updates/.
If you have other questions about QuickBooks and importing processes, let me know in the comment. I'll be more than happy to share and provide further assistance. Have a good one!