Usually, when I receive payment from a customer the list of outstanding invoices appears so that I can select which invoice(s) to apply payment to. For one of my customers now, I'm getting the message that "There are no transactions matching the criteria". So now the payment is unapplied and the invoices show overdue. It appears to be affecting only one of our customers, since I've been able to apply payment to open invoices for other customers. Any idea what could be causing this?
I’ll make sure you can successfully apply this payment to your outstanding invoice in QuickBooks, @Teresa_Navarro.
When receiving payments in QuickBooks Online, you'll want to ensure the date period is filtered accordingly. That way, all covered outstanding events will show up.
From the Sales menu, select Invoices.
Locate the transaction, then click Receive payment.
Press the Filter option, then select the correct date range.
You can mark the Overdue invoices only box.
If the date selected period is correct, then we can perform some troubleshooting steps to get this resolved.
The online platform uses the browser’s cache to run faster. However, these can sometimes become corrupted, which affects the platform's functionalities. An incognito or private window will not save any history and a good way to identify browser problems. Try to redo the process while using it. You can use these keyboard shortcuts below:
Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N
If it works, shift back to your regular browser and clear its cache to start fresh. You can also use other supported browsers as an alternative. In addition, it would be best to utilize the Health Checkup Tool. It is used to check multiple aspects of the browser to ensure the application runs seamlessly.
I've tried your suggestions (private window in Firefox, trying both Firefox and Chrome browsers) but I'm still unable to apply payments. If I go to "new" and "Receive payment" it looks like it's letting me apply the payment, but then when I open the customer, the payment shows as "unapplied". I have tried deleting the unapplied payments and corresponding invoice and reentering the transactions, but I'm getting the same results.
I appreciate you for going through the steps suggested by my colleague above and for sharing some clarifications, Teresa_Navarro.
Allow me to share with you additional information on how to get around this issue. You’ll want to ensure to select the payment when recording an invoice payment. This way, we’ll be able to link the Unapplied payment to the corresponding invoice. Let me show you how in your QuickBooks Online (QBO) account.
Go to the Sales menu.
Select the Customers tab.
Locate and select your preferred customer.
Find the Overdue invoice and click the Receive payment link.
From the Credits section, select the Unapplied payment to link it to the invoice.
If the issue persists, I recommend contacting our Support team. They have the proper tools to securely check your account and investigate this unusual behavior. To reach out to them, you can refer to the steps provided in this article: QuickBooks Online Support. Ensure to review their Support hours page to know when agents are available.
I’ve also added these resources that you can read for guidance in case you need to refund your customer and make a bank deposit. These links can guide you through the steps by steps process seamlessly: