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perry31
Level 3

Customer type in sales reports

Hello,  

I am currently evaluating QB desktop for Mac.  I have been using QB Desktop Pro 2019 for Windows for the past two years.  My use of the program is pretty basic.  I am mostly using it to create invoices and run reports, so my knowledge is fairly limited.

 

I transferred my company database to the Mac version and everything seems to be there.  However, one function I use on the Windows version seems to be broken with the Mac version.  When I bring up a report based on "Sales by Customer Summary" I run into an issue that is not present with the PC version.  

 

I have three customer types: Academic, Outside Academic, Industrial.  The  "Academic" customer type has  several subsets:

 

Academic:Chemistry

Academic:Pharmacy

Academic:Engineering

 

The default report, that includes all customer types is correct.  If I choose to filter the report by customer type and pick the Industrial customer type the report is also correct.  However, when I filter for the full "Academic" customer type I get an empty report.  The reports are correct when I choose any of the sub-option within the Academic customer type (i.e., Academic:Chemistry). 

 

The Customers entries are showing the correct customer types including the Academic subsets.  I have tried entering new test customers name and they behave as the transferred customers.

 

Is this a bug, limitation or something I am doing wrong?  This all works with the Windows version so I am not sure why I do not have the same output with the Mac version.

 

Thanks for any advice.

Solved
Best answer November 11, 2020

Best Answers
perry31
Level 3

Customer type in sales reports

MaryLureenM,

Thanks for your suggestion to call.  Your instructions were not accurate for initiating a call with the Mac version, but they did work for the Windows application.

 

The response I got from the call center was that this is a limitation with Quickbooks for Mac 2021 Trial version.  It should not be present in the full licensed copy.   I have no reason to believe that this is not true. However, it is a little confusing to me why this limitation was included with otherwise looks like a full trial version.

 

Thanks everyone for your help with this "issue".

View solution in original post

13 Comments
katherinejoyceO
QuickBooks Team

Customer type in sales reports

Hello there, @perry31

 

I appreciate you for taking the time to share a well-detailed post in the Community. I'm here to guide you on how to pull up a report showing the full Academic customer type.

 

 Here's how: 

 

  1. Click the Reports menu, then choose Sales.
  2. Choose Sales by Customer Detail.
  3. Click on the Customize Report, then go to the Filters tab. 
  4. Under the Choose Filter tab, look for Customer Type (Academic)
  5. On the Customer Type section, select the type of customer that you wish to show up on the report (Academic:Chemistry, Academic:Pharmacy, Academic:Engineering).
  6. Click on OK.

 

To give you more insights about familiarizing and customizing sales reports in QuickBooks Desktop for Mac, you may read through these articles:

 

 

I'd be happy to answer more posts from you here in the Community, @perry31. Have a great day.

perry31
Level 3

Customer type in sales reports

Katherine,

I know how to apply a filter to the sales report.  The Windows version allows selection of "academic" under Customer type that shows all the sub-types.  The Mac version shows an empty report when "academic" is chosen.

 

I can provide screen shots if you would like.

 

Is this a limitation or a bug? 

RenjolynC
QuickBooks Team

Customer type in sales reports

I appreciate your time getting back here, perry31.

 

I've checked our records, but we're unable to find any investigation about your issue. Sometimes, a report will not display any transactions due to data damage within your company file. We can do the Verify and Rebuild Data to resolve this. 

 

Before doing so, please make sure to update your QuickBooks Desktop for Mac to the latest release. Restart the QuickBooks program afterwards.

 

To verify your company file data, here's how: 

 

  1. Go to File Utilities.
  2. Select Verify Data, then select OK to close all windows. If you see “Your data has failed the integrity check” you need to rebuild your file. If there are no problems with your data, you’re done.

Here's how to rebuild your company file data:

 

  1. Go back to File Utilities.
  2. Select Rebuild Data, then select OK to close all windows.

For more details, you can check this article: Verify and rebuild data in QuickBooks Desktop for Mac.

 

Once done, run the Sales by Customer Summary report again and customize to show All Customer Types.

 

Please let me know how it goes. You can also share your screenshot in this thread and I'll get back to you as soon as possible. Thanks.

perry31
Level 3

Customer type in sales reports

RenjolynC,

My data passes the verification.  I even rebuilt the data to see if that made a difference.  I am still seeing the same issue.  

MarsStephanieL
QuickBooks Team

Customer type in sales reports

Hello there, @perry31.

 

Allow me to share some details about your data file.

 

I can see that you've transferred your QuickBooks Desktop (QBDT) data to QuickBooks Mac (QBMac). There might some missing data or mapping issues during the data transfer process. Do you have a back up of the data file from QBDT? If you have the data, you may transfer it again to QB Mac.

 

Also, if you have been using QB Mac for a while now, you may consider saving a backup file of your company data before performing the transfer again.

 

I'd also suggest doing this with our live agent from QuickBooks Desktop Support Team. They can verify your account and can perform screen share to help you get to the bottom of this.

 

Here's how to contact them:

 

  1. Go to the Help menu.
  2. Click QuickBooks Desktop Help.
  3. Enter a brief discussion of your concern in the text box.
  4. Click Continue.
  5. Choose your preferred way to get in touch with them.

I've added this .PDF file about the things you can do with QuickBooks Mac you can use in your future tasks: QB Mac Manual.

 

You are always welcome to tag my name in the comment section below if you have other questions. I'd be happy to answer them for you. Take care.

perry31
Level 3

Customer type in sales reports

MarsSephanieL,

Thanks for the suggestions.  The Windows installation is my working copy.  I am testing out the Mac versions so anything I do there is reversible with ,

perry31
Level 3

Customer type in sales reports

 

Re-converting and transferring the windows company data to the Mac had no effect on the report filtering.  I am currently on a support chat waiting on the next steps.

 

perry31
Level 3

Customer type in sales reports

After 5hrs 45min of texting back and forth.  Being disconnected and having to start with 6 different agents. I still have no idea if the issue I am seeing is a bug or a limitation.  I am convinced there is nothing wrong with my company data.  I can replicate the problem with the sample data after I create customer types that include subtypes.

 

I am convinced that the agents on the live support disconnected me every time they finally understood the issue but did not have an answer.  Every time I was asked to wait while they looks for information my next communication started a re-connection and a new agent joining the convo.

 

Pretty poor experience.  I expected much better.

MaryLurleenM
Moderator

Customer type in sales reports

This is not the experience we want you to have, perry31.

 

However, since none of the troubleshooting provided on this thread worked, you'll need to contact our phone support again. They can further check and access your account through remote support.

 

Here's how:

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Give a brief description of your issue, then select Let's talk and then choose a way to connect.

You can also reach us through chat: Start a QuickBooks Desktop for Mac chat.

 

Please let us know how it goes. 

perry31
Level 3

Customer type in sales reports

MaryLureenM,

Thanks for your suggestion to call.  Your instructions were not accurate for initiating a call with the Mac version, but they did work for the Windows application.

 

The response I got from the call center was that this is a limitation with Quickbooks for Mac 2021 Trial version.  It should not be present in the full licensed copy.   I have no reason to believe that this is not true. However, it is a little confusing to me why this limitation was included with otherwise looks like a full trial version.

 

Thanks everyone for your help with this "issue".

View solution in original post

perry31
Level 3

Customer type in sales reports

I was lied to by customer support.  I purchased the Mac version of Desktop 2021 and it has the same problem that the trial version has.  I have just lost all faith in Intuit.   There is no excuse to blatantly lied to your customers.

 

Now I have to fight for a refund.

Pabz_L
QuickBooks Team

Customer type in sales reports

This is not the type of experience we want you to feel, @perry31.

 

 Can I ask the specific error or issue that you received? I’d be glad to help you resolve this issue.

 

Please know that you’ll have to contact our support team to process a refund. They have the proper tools to pull up your account.

 

I also encourage you to read this article so you’ll be able to know how to return products for various situations: Return a QuickBooks product for a refund

 

Let me know if there's anything that you need. I'm always here to assist you.

perry31
Level 3

Customer type in sales reports

Pabz_L,

My issue is described in the initial posting of this thread.  Filtering any report in the Mac 2021 version gives an empty report for any customer type that includes subtypes.  The subtypes individually give correct reports, but the parent Customer Type does not work.

 

 

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