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Delmega
Level 1

Emailed invoice not showing the correct balance due

I am having an issue. The customer owes $700. The invoice shows a balance due but the link to pay shows $0. Please helpCapture.JPG Capture2.JPG Capture3.JPG

14 Comments
VivienJ
QuickBooks Team

Emailed invoice not showing the correct balance due

Hello Delmega,


Thanks for bringing this to our attention. I’m here to provide some information about the issue you’re encountering and ensure you get paid.


We’re getting reports about partially paid e-invoices not showing the correct balance upon final payment. Similar to what you have right now, since your customer’s total due amount is $6,840 and he had already paid $6,140.00, the balance should be $700 instead of $0.00.


Our product engineers are actively working to deliver a solution that’ll prevent this from happening again. In the meantime, I have a workaround you can use to get pass through this.


You need to delete the original invoice and recreate a new one. Then, apply the partial payments made to the recreated transaction.


To delete the original invoice:

  1. Go to Customers at the top menu bar, then select Customer Center.
  2. Locate the customer’s name and double-click the original invoice.
  3. Click the Delete icon, then click Save & Close.

To apply the previous payments to the invoice:

  1. Right-click the customer’s name, then pick Create invoices.
  2. Re-enter the details of the previous invoice, and click Save and Close.
  3. In the Available Credits dialog box, choose Yes.
  4. From the Apply Credits screen, put a checkmark in the $6,140.00 credits for the customer.
  5. Click Done.

After setting things up, re-send the new invoice to your customer. He should now see the correct balance due in the link to pay transaction.
If you'd like to receive a newsletter on this issue, you can give us a call so we can sign you up. To reach us:

 

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact
  2. Select QuickBooks for Windows.
  3. Select your QuickBooks for Windows version.
  4. Select a Topic.
  5. Click on the Get Phone Number button.

We appreciate your patience as we look into this for you. Let me know how the workaround goes, or if there's anything else you need help with. I'll be around.

 

Countywideplumbing
Level 1

Emailed invoice not showing the correct balance due

We are having the same issue. Our customers pay half down and when I email the invoice, the link to pay says they owe the full amount. The balance due is incorrect. 

 

I can’t delete and redo each invoice. Is this honestly the only solution? That’s pretty crazy. 

VivienJ
QuickBooks Team

Emailed invoice not showing the correct balance due

Hello there, Countywideplumbing.

 

Thanks for bringing this matter to my attention and letting me know you're still affected by this. 

 

We've already resolve the investigation case about the partially paid e-invoices showing incorrect remaining balances. All impacted users should now be able to use this functionality seamlessly. 

 

Since the link to pay on your invoice doesn't show the correct balance, I'd recommend contacting us. One of our support specialists can securely access your account and review what's still causing this to happen on your end. 

 

Our most-up-to-date contact details can be found here:

 

Which Payments product do you need help with?

 

Please know that you're not alone on this. We are all here to get you back up and running again. 

 

Feel free to update me as to how the call goes. I'll be around to help, anytime!

DWMDoe
Level 1

Emailed invoice not showing the correct balance due

I am having the same issue.  I called today and it is my understanding that the issue is being reviewed.

Kristine Mae
QuickBooks Team

Emailed invoice not showing the correct balance due

Hey there, DWMDoe.

 

I've checked our records again and saw the issue is already resolved. It should be working fine on your end.

 

I know you've already called in. However, I still suggest getting in touch with our QuickBooks Online Customer Care to have this re-investigated. A phone agent has the appropriate looks, like screen sharing, and they can take a better look at this. 

 

Don't hesitate to post if you have other concerns. Have a nice day! 

DWMDoe
Level 1

Emailed invoice not showing the correct balance due

Hi Kristine Mae,

 

Thank you for the quick response.  Although the issue may have been resolved in QB Online, I use QB Desktop and it does not appear to have been resolved there.

 

JanyRoseB
QuickBooks Team

Emailed invoice not showing the correct balance due

Hi there, DWMDoe.

 

Thanks for getting in touch with us for support. 

 

I want to ensure I understand what's going on with your invoices, so I'd like to ask few more details to narrow things down.

 

Is this happening across all of your invoices? Did you apply any partial payments on your invoices? 

 

Any details you can share that would help me understand the situation would be appreciated. I'll keep an eye on this post for your responds. 

DWMDoe
Level 1

Emailed invoice not showing the correct balance due

We are a pay-in-advance service.  When creating a new invoice for the following month, we have an invoice total minus their account balance giving a balance due.

Rose-A
Moderator

Emailed invoice not showing the correct balance due

Hello, DWMDoe.

Allow me to take over and get this resolved quickly.

 

We're pleased to inform you that the issue has been resolved. The resolution has been implemented and emailed invoices should be showing the correct amount. As an initial troubleshooting step, you can add E-Invoice payments manually instead of from the Record Merchant Service Deposit screen.

 

If you are not familiar with the Record Merchant Service Deposit screen, here is how to access it:

  1. Click the Main File menu.
  2. Click Banking.
  3. Click Make Merchant Service Deposits.

If the problem persists, I recommend calling in to speak with a member of the Support Team to have this re-investigated. Agents have the necessary tools, like screen-sharing to get you back up and running.

 

The most up-to-date contact information can be found here:

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. On the Contact Us page, click a topic.
  5. Click on the Get Phone Number button to see the support number.

Let us know if any questions may arise while working in QuickBooks Desktop. We'll be here to help you out. Have a good one.

DWMDoe
Level 1

Emailed invoice not showing the correct balance due

Hi RoseMarjorieA,

 

All E-invoice payments are entered into QB manually.  I am familiar with Record Merchant Service Deposit screen but have only accessed it to look items up occasionally.

VivienJ
QuickBooks Team

Emailed invoice not showing the correct balance due

Hi there, DWMDoe!

 

Thanks for your quick response and looking at the steps given by my colleague, RoseMarjorieA.

 

Since all of your e-invoices payments are entered manually in QuickBooks Desktop, try sending invoices to your customers. They should now be able to see the correct balance of the transaction. 

 

If you're seeing the same issue, please give us a quick call. Our specialists can securely access your account and have additional tools, such as screen sharing sessions to look into this further. 

 

There may be other troubleshooting steps needed to ensure that the resolution will flow in your account. You'll also want to give them the link to our thread so you don't need to re-explain the situation. 

 

To reach us:

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. On the Contact Us page, click a topic.
  5. Click on the Get Phone Number button to see the support number.

Don't hesitate to update me as to how the conversation goes. I'll be here anytime to help you! 

Countywideplumbing
Level 1

Emailed invoice not showing the correct balance due

We are still having the same issue and its not resolved. When I email an invoice that already has a payment applied, it says the balance due is the whole amount. It does not reflect the deposit. 

Countywideplumbing
Level 1

Emailed invoice not showing the correct balance due

We are still having the same issue. It is not resolved. It still shows the entire amount due when invoices are emailed. It does not reflect a deposit amount when the customer goes to pay online. 

Angelyn_T
QuickBooks Team

Emailed invoice not showing the correct balance due

Thank you for getting back to us here in the Community page, @Countywideplumbing.

 

I've checked and verified with our product engineers/developers that the issue of emailing invoices which is not showing the correct balance due has been resolved and fixed.

 

Since you're still experiencing the same issue on your end, I suggest getting in touch with our QuickBooks Support. They have extra tools that can pull up your account securely and can check/investigate this further for you.

 

To contact support:

 

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose your QuickBooks Product.
  3. On the Contact Us page, click a topic.
  4. Click on the Get Phone Number button to see the support number.

Thank you for your patience. Keep me posted if you have any other QuickBooks concerns. Wishing you the best!

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