Can't receive against an open invoice

Maverick2 · ‎March 03, 2022

NOTE: I know how to receive against POs. I know how to create POs. I know how to enter a bill for received items. Please don't put links how to do that for me. That's not my issue.

I have a PO #2518 that I received all but 1 of the items. I entered the bill for this PO for the items I did receive, and paid the bill. The PO does not show as "Received in Full" NOR does it show on the list of open purchase orders for this vendor. ????? On the PO the remaining item shows that it is on backorder.

When I go to receive that item I cannot receive against that PO.

What is going on?

EnterpriseCustomer · ‎April 12, 2024

Problem:
When receiving backorder items against a partially received Purchase Order (PO) in QuickBooks, the PO may not be showing up in the list of open purchase orders. This can happen even though the PO still has remaining items to be received.

The root cause seems to be a bug or glitch in how QuickBooks handles the status of partially received POs, especially when bills have been entered against them. QuickBooks may incorrectly mark the PO as "Closed" even though it is still partially open.

Solution:
To work around this issue, you can try the following steps:

Locate the partially received PO that is not showing in the open PO list.
Manually change the status of the PO to "Closed", then save the PO.
Immediately change the status back to "Open" and save the PO again.
This should force QuickBooks to properly recognize the PO as still being partially open, and it should now appear in the list of open purchase orders.
You can then receive the remaining backorder items against this correctly displayed open PO.

The key is that manually toggling the PO status seems to be a workaround to get QuickBooks to accurately reflect the partially open status of the purchase order, despite the software's apparent bug in this area.

View solution in original post

Mark_R · ‎March 03, 2022

Your confusion ends here, @Maverick2.

Allow me to fill you in on everything you need to know about receiving items from a purchase order (PO).

The reason why PO isn't showing as Received in Full and shows as a backorder is that the items you're trying to purchase are out of stock. This means that you are waiting for stock that hasn't yet arrived. To keep track of your backorder, you can create a sales order.

You might also want to review your inventory stock in the future. You can run the Inventory Stock Status by Item report to show information about each item in your inventory. I'm also adding this article to learn more about customizing reports: Customize reports in QuickBooks Desktop.

Please let me know if you need clarification about receiving items from a purchase order. I'll be standing by for your response, @Maverick2.

Maverick2 · ‎March 03, 2022

Ok, I'm not really seeing the connection here between what I asked and what you answered. This is about vendors/suppliers, not customers.

I'm buying inventory from a supplier with a purchase order. I am out of stock. Who are you talking about is out of stock? I am out of stock. The vendor ships me the parts. I have the parts sitting on my dock. The parts have been delivered to me from the supplier. I want to enter those items in to MY stock.

Please review my screenshots and original post and it will hopefully be more clear.

JoesemM · ‎March 03, 2022

Thanks for getting back to us and sharing more details about those inventory items, @Maverick2.

You can enter those items in the Item List. This way, you can easily categorize the parts, and your PO will show Received in Full when you received the item.

Here's how:

From the Lists tab, choose the Item list.
Right-click anywhere and press New or Ctrl+N.
In the Type drop-down arrow, select Inventory Part.
In the Item Name/Number field, enter the name of the item.
Select an Income Account for your sales.
Enter the quantity in the On Hand field.
Complete other fields, as needed, and click OK.

For more details, see this article: Add, edit, and delete items. The article also provides detailed information about the item types in QBDT.

I’m adding some links below for future references. These resources contain topics on how to track inventory successfully:

I want to ensure everything is taken care of, so please let me know how the steps work for you. I'm always ready to help. Stay safe, @Maverick2.

Maverick2 · ‎March 03, 2022

@Mark_R You are still not understanding my question. Can you get this question to a higher level support person?

I don't need to create an item. It's already an item. It's on the PO. Why would I need to create an item???

RCV · ‎March 03, 2022

This is not the impression we want you to experience, Maverick2.

I appreciate you for performing the recommended troubleshooting steps provided by my colleague. We can try opening another company file to check if you're having a problem with only one file and not the program itself. Let me show you how:

In your QuickBooks, go to the File menu at the top left.
Choose Close Company.
In the No Company Open window, click the drop-down arrow in the Open a sample file icon.
Choose a sample file and click on it.

From there, try receiving that item against the purchase order. If the problem persists, there may be damaged data on the company file you've been working with. We can run the Rebuild Data tool is built-in to fix any company file data issues. Just follow the detailed steps in this article: Fix data damage on your QuickBooks Desktop company file. We can also repair your QuickBooks Desktop to fix any damaged components in the software.

If the problem persists, I'd suggest contacting our Technical Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue. You may send a message via chat, call us at a time convenient to you, or we’ll get in touch with you instead. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one.

In case you need help with another task in QuickBooks, please feel free to visit our general help topics page. This is where you can find related help articles, Community discussions, video tutorials, and more.

You can always update us after performing the steps or contacting our support, as I want to ensure this is resolved for you. Just leave a comment below and I'll get back to you. Have a great day ahead.

diamedca · ‎May 09, 2023

@Maverick2 did you ever solve this problem?

I am having exactly the same problem with QB 2023.

I loved the Note you wrote at the begining of the post.

Maverick2 · ‎May 09, 2023

Never did. I don't remember if I wrote this post before or after I called technical support, but the person on the telephone was stumped too and had no clue. I spent almost 2 hours on the phone just to be told "huh...don't know."

And usually the standard response is "rebuild and verify - rebuild and verify - rebuild and verify." I've had major issues where that was the "solution" and it did nothing. In fact, I don't recall rebuild and verify ever fixing any problem that I've had. I've used QB DT Enterprise for 8 years. We had an issue with super old "pending builds" in our inventory module. My guy spent nearly the entire day working with support and of course "rebuild and verify." It didn't do a thing. The person couldn't even tell us why we had them there. Complete waste of time.

I'll tell you what I ended up doing. I closed the PO and just made a new one, then received against the new PO. I'm learning that the quirky one-off issues are not going to be solved by QB support. We either live with it or pretend it's not there.

diamedca · ‎May 10, 2023

Hello @Maverick2, I totally agree with yoo, I have spent hours with QB support too solving different problems and I end up solving it myself and teaching them how to solve it.

The forum answers from them are useless too, like on this post, they seem like didn't even read what your problem was and they posted a solution that had nothing to do with your problem. Maybe they are paid per post LOL.

Most of the times I find a good answer or solution is from a customer.

Thank you for replying so quickly. For me that problem that I can't receive agains an open PO is happeing for multiple POs.

Did you ever had that problem again after closing all the POs with the problem?

EnterpriseCustomer · ‎April 12, 2024

This thread is a perfect encapsulation of everything wrong with Quickbooks support, I swear it feels to most customers like we are better off hitting our brick into a wall than to attempt to deal with your support team. Rather than work with you support, I literally copied and pasted Maverick's post above into ChatGPT and got a solution to this problem in a matter of seconds. I then asked the AI to review this chat log and provide feedback, here is what an AI thinks about your support:

Based on the conversation you provided, I would rate the attentiveness and helpfulness of the QuickBooks support agent as quite low. Some key reasons why:

The support agent did not seem to fully understand the core issue you were describing, despite you providing clear details. They kept suggesting irrelevant steps like creating a new inventory item, when that was not the problem.
The agent did not accurately summarize the problem you were facing, even after you tried to clarify and provide more context. They seemed to keep misinterpreting the issue.
The agent did not demonstrate any deeper troubleshooting or attempt to investigate why the partially received PO was not appearing in the expected lists within QuickBooks. They provided generic advice instead of addressing the specific problem.
When you directly requested to escalate the issue to a higher level of support, the agent did not seem responsive or helpful in doing so. They simply stopped responding, rather than trying to find a resolution.

Overall, the support provided came across as quite superficial and lacking in real problem-solving skills. The agent did not make a genuine effort to understand the nuances of your issue or provide meaningful guidance to address the core problem you were facing.

I would rate the attentiveness and helpfulness of this support interaction as poor, as the agent did not demonstrate the expertise or troubleshooting abilities needed to effectively assist you with this QuickBooks-specific problem. A more experienced and diligent support representative would have been necessary to properly address your issue.

EnterpriseCustomer · ‎April 12, 2024

Problem:
When receiving backorder items against a partially received Purchase Order (PO) in QuickBooks, the PO may not be showing up in the list of open purchase orders. This can happen even though the PO still has remaining items to be received.

The root cause seems to be a bug or glitch in how QuickBooks handles the status of partially received POs, especially when bills have been entered against them. QuickBooks may incorrectly mark the PO as "Closed" even though it is still partially open.

Solution:
To work around this issue, you can try the following steps:

Locate the partially received PO that is not showing in the open PO list.
Manually change the status of the PO to "Closed", then save the PO.
Immediately change the status back to "Open" and save the PO again.
This should force QuickBooks to properly recognize the PO as still being partially open, and it should now appear in the list of open purchase orders.
You can then receive the remaining backorder items against this correctly displayed open PO.

The key is that manually toggling the PO status seems to be a workaround to get QuickBooks to accurately reflect the partially open status of the purchase order, despite the software's apparent bug in this area.

Maverick2 · ‎April 12, 2024

@EnterpriseCustomer I'm going to try that! If I remember, my workaround was to close it, then create a new PO and receive against that.

After this thread I complained right to the CEO's account on twitter. I got routed to "The Office of the President." What a comical farce. OMG. They asked for my contact info, then kept calling the wrong number. Didn't return emails. Of course there was no number for me to call. Then their headsets were apparently not working. Eventually they completely ghosted me.

I made another post the other day. A report is acting weird. Response? REBUILD AND VERIFY. As usual. I took the bait too often and did this for many issues. It never solved an issue. Zero. Never. None. Then yep, they ghost you. Offshore phone support is meh, US based support has sometimes been helpful. But 3 or 4 times they said "I'll look into this and call you back." OK HERE'S MY NUMBER AND EMAIL. Nope. Ghosted. They never got back to me.

Whoever is the VP of customer support or success, or whatever, is failing miserably. Maybe they can personally call me? Nope, it'll never happen, they are too busy watching their stock value grow.

Maverick2 · ‎April 12, 2024

I can't wait to see the next response to this thread from QB support:

1. This isn't the experience we want you to have.

2. Please rebuild and verify

3. Go to help in the program menu

4. Here is a link to help you create a new PO

5. Here is a link to help you receive against a PO

6. Here is a wall to hit your head against

Have a nice day!

EnterpriseCustomer · ‎April 12, 2024

I couldn't agree with you more, it is cathartic to see that I am not alone in being blown away at how useless their support is. I did a bit of digging and it seems this is the person we should be directing our frustration at:
https://www.linkedin.com/in/mark-notarainni-99253ab/

I cannot even fathom how much they are probably paying this man and how bad of a job he is doing. Hope they replace him post haste!

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Can't receive against an open invoice