The open balance and overdue payment is showing the wrong amount on a customers account

Welcome to the Community, Juliet. In QuickBooks Online, an incorrect open balance or overdue payment typically occurs when a payment hasn't been linked to its corresponding invoice, or there are duplicate transactions.

If you physically deposited the money into your bank account, the invoice will still appear as Open or Overdue in your customer list. As a result, QuickBooks continues to add that invoice amount to the customer's total open balance.

To correct the balance, you need to match that bank transaction to the specific invoice and create a Receive Payment. Doing this will change the invoice status from Overdue to Paid and adjust the customer's open balance to the correct amount.

Here's how:

1. Go to the +Create button located in the left navigation bar.  

2. Select Receive Payment and choose the customer from the list.  

3. Review the outstanding transactions (invoices) and available credits (unapplied payments or credit memos).  

4. Ensure you check the box for both the invoice and the credit that you want to link together.  

5. Finally, click Record and close.  

You can also access the customer’s account if there might be a duplicate or incorrect entry. Filter the list by status to Open. If you see two invoices for the same amount, delete the extra one.

Before we wrap up, I suggest you explore QuickBooks Live Expert Assisted to streamline your accounting, maintain precise financial records, and access professional support. This could free up valuable time, allowing you to concentrate on expanding your business. 

 We'll provide ongoing assistance if you have any further concerns.

Hi @juliettejanke,

I just wanted to follow up to check if the resolution we provided helped resolve your issue.

Please let us know if everything is now working as expected or if you're still experiencing any problems.

We'll be glad to assist further if needed.