Customer Credit Discrepancies

I appreciate your effort to resolve the discrepancy issue, vsbell206. I'll share additional steps to fix the problem.

To ensure accuracy, I recommend running a report that allows you to review all credits of the customer's account. This will help you double-check and verify the credit information. 

1. From the Reports menu, select Customers and Receivables.
2. Pick Transaction List by Customer.
3. From there, you can verify the credit information.

Once verified and the same results, let's run the QuickBooks Desktop Tool Hub to fix common issues. Here's how:

1. Close QuickBooks.
2. Download the latest version (1.6.0.3) of the QuickBooks Tool Hub. Save the file in a location that is easily accessible, such as your Downloads folder or Windows desktop. Note: If you've installed Tool Hub before, you can find out which version you have. Select the Home tab. The version will be on the bottom.
3. Open the downloaded file (QuickBooksToolHub.exe).
4. Follow the on-screen instructions to install the tool hub and accept the terms and conditions.
5. Once the installation is complete, double-click the icon on your Windows desktop to launch the tool hub.

Moreover, you have the ability to personalize your report by adding specific details that are of utmost importance to you. For detailed guidance, please consult this article: Customize reports in QuickBooks Desktop.

If you require further assistance managing customer credits or related matters, reply to this thread. I am here to support you at any time.

I followed your instructions but it did not fix the problem.  Is there a way to see past transactions using existing credits.  I am thinking this has something to do with telling the system to use credits and perhaps there was a glitch somehow.

I followed your instructions but it did not correct my problem. Is there a report that details how the credits were applied?  I am thinking that there must a glitch or something when I applied the credits to his account.

Thanks for reaching back @vsbell206, and I appreciate you for performing the steps shared by my peer above. Allow me to share additional information to check the credits of your customer's account.

We can run the Customer Balance Detail report and utilize the customize feature to set up the details you want to appear. I'll guide you on how:
 

1. Open QuickBooks Desktop and go to the Reports menu.
2. Select Customers & Receivables, then choose the Customer Balance Detail report.
3. Customize the report by clicking on the Customize Report button.
4. In the Display tab, select the desired date range for the report.
5. Go to the Filters tab and under the Filter list, select Transaction Type and choose Credit Memo.
6. Click on the OK button to generate the report.
   
   

From there, you can click the transaction to see how the credits were applied. In the Credit Memo screen, press CTRL+H together to see the transaction history. See the screenshot below for visual reference.

If you notice mistakes in how you apply the credit, you can make necessary changes to it. However, if it's all good but there are still discrepancies, I recommend reaching out to our QuickBooks Support team. They have all the necessary tools to pull up your account securely and further investigate the root cause of your issue. Here's how:
 

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
4. Hit Continue.
5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available. In the event you're unable to reach out to Intuit through your books, you can get in touch through our website.

You can also seek self-help articles on our QuickBooks help articles page, to get your QuickBooks task done in no time. 

Let me know how this goes and post a reply below. I'll be around if you have any other QuickBooks-related concerns.