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Patrycja
Level 1

Customer Statement

Hello All,

 

When I create a monthly customer statement, I have noticed at the bottom where it categorizes Current, 1-30 Days Past Due, 31-60 Days Past due and so on the system does not pick up the due dates of the invoices and show in the 30 day later category than what it actually should be categorized under.

 

For example

 

Due date is 06/15/2020

Statement date is 06/01/2020

Balance is reflected in the 1-30 days Past due category however, technically it is still current.

 

Do you have a solution for this?

 

Thank you 

12 Comments
Anna S
QuickBooks Team

Customer Statement

Hi there, @Patrycja.

 

After doing some research on the statement categories, I found out that our Engineers are currently working on resolving this issue. They've started a case about the current invoices showing in the 31-60 days past due section. If you want to get added to the case, you can request a callback from our QuickBooks Online Support team and ask to be added to INV-45712. This will allow you to receive email updates on the issue from our Engineering team. 

 

Feel free to let me know how the conversation goes below. I'm always here to help.

Patrycja
Level 1

Customer Statement

Hello,


Thank you for the reply.

 

Please add me to the call back for INV-45712.

Thank you,

Patrycja

Patrycja
Level 1

Customer Statement

Thank you for the reply.

 

Please add me for a call back for the subject referenced.

Thank you.

Patrycja

 

INV-45712

MorganB
Content Leader

Customer Statement

Hey there, Patrycja.

 

I can show you how to be added to the list of affected companies.

 

I recommend following these steps to get in touch with the QuickBooks Online Support Team:

 

1. Click the Help button in the top right corner.

2. Select Contact Us.

3. Enter Support in the field and choose Let's talk.

4. From here you can select to receive a call back at a time that's convenient for you.

 

This linked article provides additional details about contacting the QuickBooks Online Customer Support Team.

 

I'll be here if you have any other questions. Take care!

Patrycja
Level 1

Customer Statement

Hello 

 

I have contacted as requested.  She was unable to assist. 

She had no idea what I was referring to and could not find the reference.

 

I spoke with SHANNA she provided a reference: [removed]

She required me to run file doctor and rebuild my QB.

 

Suggestions please to issue correct statements.

MorganB
Content Leader

Customer Statement

Thanks for letting me know, Patrycja.

 

Since running the File Doctor didn't resolve the issue the next step is to determine if this is a program error or template error. To test this, first open a sample company in the No Company Open window upon first opening QuickBooks, then make a statement. You may need to add a few transactions as well.

 

If the dates are correct, this would mean there's an issue with the template. If the dates are wrong, this means there's a program error. To correct this, you would need to complete a full clean install. The following linked article will walk you through the steps to get this done

 

Please feel free to reach back out if you have any other questions.

MorganB
Content Leader

Customer Statement

If you're able to determine there's a problem with the template, I recommend creating a new one.

 

Here's how:

 

1. Go to Lists.

2. Select Template.

3. Choose the drop-down arrow next to Templates.

4. Click New, then Statement.

 

Once you have your new template set up, try making a new statement. On the statement page, click the drop-down menu to choose your newly created template. Check the dates here once more. 

 

Let me know how things look after giving this a try and I can continue helping you out here if you need me.

Patrycja
Level 1

Customer Statement

No it did not solve the issue

Patrycja
Level 1

Customer Statement

I’m very sorry but it did not solve the issue creating a new template.

Adrian_A
Moderator

Customer Statement

I've checked your previous cases, Patrycja.

 

Since the issue persists, I'd recommend reaching out to our Phone Support team. This way, they can reopen the case for you and investigate the main cause of the issue.

 

I'll show you how:

 

  1. From the Help menu, select QuickBooks Desktop Help.
  2. Enter Customer Statement as your keyword.
  3. Click Continue.
  4. Select Get a callback.

 

I'm just around if there's anything that I can help. Stay safe!

Patrycja
Level 1

Customer Statement

Hi ,

I connected with 3 different agents today and each of them disconnected my call without trying to reconnect the call.  Furthermore, it seems there is a huge language barrier in understanding what the issue is. 

Could someone kindly provide assistance to resolve this issue.

It should not be this challenging.
Thank you

Patrycja

ReymondO
QuickBooks Team

Customer Statement

Let me add more basic troubleshooting steps that can help you fix the issue, @Patrycja

 

We can run the Repair tool to address your customer statement concern. This way, we can make sure that you can get back to your business and send out the correct statement. Here's how:

 

  1. Let's back up your company file to make sure that we can recover your data in the event of a primary data failure.
  2. Restart your computer. This makes sure there are no programs that may affect the repair.
  3. Open the Windows Start menu, then click Control Panel.
  4. Note: If you're using Windows 8 or 8.1, search "Control Panel" in the Windows Start menu.
  5. Choose Programs and Features, then select Uninstall a Program.
  6. Note: If you don't see Programs and Features, choose Programs instead. Then, select Program and Features.
  7. Click QuickBooks from the list of Programs, then select Uninstall/Change.
  8. Click Continue, or Next.
  9. Select Repair, then Next.
  10. Once it's done, click Finish.

Please take note that you may have to restart your computer to complete the repair. Then, update QuickBooks to its latest release. This will make sure you have the most recent fixes and security updates.

 

I can also see that you've already reached out to our phone support multiple times. However, I'd still recommend giving us another call. This way, they can review the case notes that were created by the previous representatives. They can also continue the investigation to determine what's causing this behavior.

 

If you need more help regarding other tasks in QuickBooks Desktop, you can check our articles here. Make sure that the topic is set as "QuickBooks Desktop."

 

Let me know how it goes in the comment section. If you need additional assistance in doing your task with QuickBooks, don't hesitate to visit us back. We'll be happy to help.

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