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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 

16 Comments 16
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.

baldwinelectric
Level 2

Customer Statement

My company is having this issue. We have used the same template for a few years and upgraded to the 2022 Desktop, I had to add to my customer statement however I noticed differences in how we used to be able to do the layout. One significant being current monthly balances showing in the 1-30 days past due. I tried changing this to just 30 days past due, then to 31 days past due, but nothing corrected this. I even created a new template and still nothing.

I just called tech support but have to wait for a call back because I can't sit on hold for an extended time. We only have one line in our office.

Kevin_C
QuickBooks Team

Customer Statement

Thank you for joining the thread, @baldwinelectric. I know it can be challenging when your customer statement's template isn't working well. I'll provide some troubleshooting steps to help you isolate this issue.

 

We can run the Verify and Rebuild data tools to get this resolved. This way, we can verify and resolve the most commonly known data issues within your company file. Also, please ensure that your QuickBooks Desktop is up to date

 

Here's how to verify data:

 

  1. Navigate to the File menu.
  2. Choose Utilities, then select Verify Data.
  3. Click OK when you see the message, QuickBooks detected no problem with your data.
  4. If Verify finds an issue with your data, you'll be prompted to Rebuild Now or View Errors.
  5. Click Close or View Errors and take note of the specific error message.

 

Next, here's how to rebuild the data:

 

  1. Go to the File menu.
  2. Choose Utilities, then select Rebuild Data.
  3. Click OK if you receive a prompt to back up your company file.
  4. Click OK when you get the message, Rebuild has completed and proceed to the next step.
  5. Run Rebuild Data again to make sure there are no errors.

 

Furthermore, I'm also adding this article for more troubleshooting steps that will help you fix this issue: Fix data damage on your QuickBooks Desktop company file.

 

If the issue persists, I recommend contacting our Technical Support Team. I understand that you've already reached out to them. However, it would be best to contact them again. They have the tools to look into your account and verify what caused this issue.

 

Additionally, to learn the different ways you can track customer transactions in QBDT, I'd recommend checking out this article: Get started with customer transaction workflows in QuickBooks Desktop.

 

It'll always be my pleasure to help if you've got other QuickBooks concerns. I'll be here to assist you. Take care, baldwinelectric!

baldwinelectric
Level 2

Customer Statement

Thank you for responding. I did get a call back later from a tech. It actually is a change with the 2022 version, I have to adjust my terms on my invoices to match the statement. Which is inconvenient actually. We have always had our terms set on due upon receipt for our reports to be accurate with each month since the monthly reports go by day not a month as a whole. Our statement always reflected appropriately even though terms on invoices were due upon receipt. Now I have to toy with our invoices for April and see if the new change will still cause our reports to be out of whack or if the new changes align with our reporting.

 

Thank you for getting back to me. If suggestions could be made, I would suggest allowing terms on invoices to not affect appropriate due and past due months on statements as the 2018 did.

RCV
QuickBooks Team
QuickBooks Team

Customer Statement

Providing the best experience with the product is what we aim for, baldwinelectric. 

 

I appreciate you for contacting our support agent to verify what causes the changes to customer statements as part of the updates in the QuickBooks Desktop 2022 version. I'd also commend you for coming up with a workaround to adjust terms on invoices to match the statement.

 

With this said, I'd recommend sending your request straight to our product engineers through feedback to allow terms on invoices to not affect appropriate due and past due months on statements. Sharing features and options that you would like implemented is how our engineers look for new product updates. Here's how:

  1. Click the Help menu bar.
  2. Scroll down to Send Feedback Online.
  3. Select Product Suggestion.
  4. Choose Product Suggestion for the Type of Feedback.
  5. Product Area is optional.
  6. Enter your suggestion.
  7. Press Send Feedback.

 

Here's an article you can refer to for more insights about setting up payment terms in Quickbooks Desktop. Visit our QuickBooks Help Articles page for more insight s about managing your business in your software.

 

Do you need more help completing other tasks in QuickBooks? Please let me know and I'll assist you with some guides and other pointers. Have a great day head. 

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