In QBO, on the estimates and invoices, there are Sales Tax Payables and Discount fields. I was unaware of the use of the rounded arrows icon to switch field location. On the estimates, the sales tax was calculated before any discounts were applied. Then, on invoices I guess a user accidently switched the order of these two fields.
This resulted in two different total dollar amounts being reports. I opened help and select a callback from QBO support agent. I spoke with the first agent for over an hour without one mention of the switch icon.
Prior to discovering this brilliant feature, I have been modifying the Products & Serivces list item for a temporary sale price so that the sales tax would be correct.
So still totally ignorant of the icon and its functionality, I initiated another call back to see the status of my issue. I am sure the programmers were having a good laugh at my ignorance because my first case was marked closed. But I had not figure it out yet.
Then, after the second callback from support and over 2 hours on the phone, again the agent did not get me up to speed on this wonderful feature.
After we hung up, I went through the routine and noticed the icon and clicked it with a huge ah ha moment, voila! I spent probably 4 hours between support and scratching my head and now have egg on my face, which I can live with.
Then reason for writing this post is secondary to this issue. Why did Intuit's QuickBooks Online support agents not either know about this feature or why did they not mention, "Sir (sic dummy), this is a feature so that you can apply the discount before the sales tax is calculated"???
I spent a lot of time scratching my head over this and made the discovery myself but why did these support agents not know about this and show me the feature? All calls - 3 in total - ended without a solution. I can only guess that they did not know about the feature because otherwise it would have been malicious intent.
My ignorance should not have cost me 4-5 hours of grief. My comment/question is, how can Intuit do a better job of training their support agent?
