Why is "Ship To" address showing on invoice when its turned off & how do you edit the placement of the business contact on invoice?

Hi there, Lorganized.

I can share some insights and guide you on how to make sure your invoice customizations appear correctly.

When creating an invoice in the new invoice experience using the old layout template, any customization settings will not be applied to the invoice. Based on my replication of the issue on my end, it seems that you are indeed using the old layout template. This is the reason why the "Ship to" details continue to appear after downloading it as a PDF, printing, or emailing the invoice even if this option is turned off.

To ensure that your customization settings apply to the invoices created in the new invoice experience, I recommend checking the old custom invoice layout. Here's how:

1. Go to the Gear icon, and choose Custom form styles.
2. Select the invoice template you're using, and hit Edit.
3. Click on the Content tab, and select the top field of the invoice sample
4. In the Display section, uncheck Shipping.
5. Then, hit Done.
   

Regarding the placement of your business contact information on the invoice, the option to adjust or modify the placement is unavailable.
 

For more details about invoice personalization, you can use this article as a reference: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Let me know if you have other concerns or follow-up questions about invoices. I'll be here to assist. Have a great day!

I have been using the new invoice since September 2023. This problem started in January 2024. And as I said I already checked that "Ship To" is turned off. Just to be sure I followed your prompts and confirmed the Ship To is turned off in both of those locations. That is why I am perplexed.  And why does the pdf preview not show it, yet when you print or email it shows up...?

I appreciate you performing or following the steps outlined by my colleague above to resolve your issue, Lorganized.I'll be providing troubleshooting steps to ensure that the "Ship To" field no longer appears when you print, download, or email the invoice from QuickBooks Online.

Sometimes a cache full of history and temp files can cause unexpected behaviors, such as the Ship to still showing even after being turned off in customization. I recommend logging into your QBO account on a private browser and printing or emailing the invoice from there. This is to rule out the possibility of a webpage issue, and incognito doesn't store local files or cache.

Use these keyboard shortcuts based on the browser you're using:

• For Firefox or Microsoft Edge, press Ctrl + Shift + P.
• For Chrome, press Ctrl + Shift + N.
• For Safari, hold down Command + Shift + N.

If it works in incognito, you have to clear the cache of your regular browser. This deletes the history or log of sites so you can start with a clean slate. If the steps above don't work, use another supported browser as an alternative.

If the problem continues to occur, I recommend contacting our QuickBooks Support Team. They're the best support group for such inquiries as they can request account information. This way, they'll be able to investigate the cause of why the "Ship To" keeps appearing on your end.

In case you need to view the possible reasons why might customers not receive your invoices and how to fix them, you can read this article: Troubleshoot if customers aren't receiving emails from QuickBooks Online.

Feel free to comment down below if you have any other concerns or questions about managing the invoices in QBO. I'm always glad to help in any way I can, Lorganized. Stay safe.

I tried doing this through Chrome Incognito, and I still get the same result. When I am in the edit screen or the pdf view screen there is no "Ship To". But when I select print and download (and when its emailed to the client), the "Ship To" shows up.

I tried Chrome incognito and have the exact same problem.  I have also cleared my cache and cookies as well and no help.

Thank you for responding to this thread and providing detailed information on the ship to field in QuickBooks Online (QBO), @Lorganized.

It appears that you have already followed the troubleshooting steps mentioned above by customizing the filter to display. The ship to option should now be visible on the screen in either PDF view or for printing and download.

 Yet, the issue persists. To address this, I recommend reaching out to our Technical Support Team. They'll assist you in conducting a more thorough investigation into this matter.

Here's how:

1. Sign in with your QuickBooks Online company.
2. In the upper right corner, click on the Help icon.
3. Select Search, then click Contact Us.
4. Write your issue or concern and click Continue.
5. Choose a way to connect with them.

For future reference, read this article to learn how to receive and record invoice payments in QuickBooks Online: Record invoice payment.

Don't hesitate to post again if you have additional questions related to QuickBooks. I'm here to help. Take care.

This has been going on for a long time, and I am part of another thread with the same ongoing issue.  I called in again today as suggested and now have a case number to show quickbooks is aware of the problem and it is on their list to fix but I personally have complained many times since last August.  My shipping is turned off and it doesn't appear when I originally create the invoice, even if I save it.  However once I go out of the invoice and go back in the "ship to" appears again and I have to manually turn it off again.  Sometimes I have to turn it off several times over the life of an invoice.  Problem is that this is a compliance/legal issue in my state.  When it turns the shipping on it mis-calculates the amount of the sales tax and also tells me to sent the tax revenue to the wrong county.  This needs to be fixed.  

I'm having the same problem and have tried all the things, as well. 
This is very problematic for me each month when filing my sales tax because it looks like I would be paying sales tax in multiple jurisdictions, when in fact, we don't ship ANYTHING! Ugh.

Hello there, TheMinTin.

I appreciate what you've done on your end. Let me redirect you to our support team.

Here's how:

1. Log in to your QuickBooks Online company.
2. Select Help (?).
3. Click Contact Us and choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

In addition, you can personalize and add specific information to your sales forms by referring to this article: Customize invoices, estimates, and sales receipts in QuickBooks Online.

I'll keep an eye out for your reply. And if you have any other QuickBooks-related concerns, feel free to include them in the comments. We're here to assist you 24/7.

I have the opposite problem.  It's holding up invoices.

One a few invoices I don't want a ship to and turning off Ship To even with my old custom invoice template worked fine.  Turning it on worked fine.

Now I see it on the invoice (turned on) but when I print it's not there.

How about this.  Go BACK to the old invoices.. The new ones still stink.  There are a couple improvements from when you first tried to force it on us, but it's still junk.

I just checked and the shipping is turned off in our account settings but on some invoices the shipping shows up and some it doesn't. WHY is it not consistent?  I agree with another comment that it would be best to go back to the old estimates and invoices.  I spend more time trying to figure out how to work around problems than should be necessary. I have tried incognito on all of my issues and the problems still exist. I have tried clearing the cache, which was never a problem before. I have checked that our Google is up to date and it is. None of the suggestions are helping and I am tired of being told to give my Feedback

I know how the changes with the new invoice layout affect your business processes, @Sharon119. I'm here to share some details regarding the Shipping feature on your invoices.

The fields in your invoice forms depend on the changes made in your program's settings. If you previously enabled the Shipping option, the created invoice at that time will display the Shipping field. The same goes if you turn this off. All created invoices within this period won't show the Shipping box. This might be the reason you're seeing the field on some invoices even if the feature is turned off. 

For reference, please check this article: Add a customer’s shipping address to invoices in QuickBooks Online.

I also attached this helpful resource that you can use as a guide in customizing the appearance of your sales forms: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Should you have other concerns managing your invoices, please don't hesitate to leave a reply below. I'm always here ready to lend a hand. Have a good one.