Bank transfer was cancelled - how do I correct the customers record to show a balance due?

Hello, @Scagkc.

Correcting a cancelled bank transfer can be complicated, so it's advisable to seek guidance from an accountant. However, if your bank is connected to QuickBooks Online (QBO), you can follow these steps to unapply the bounced check payment from the original invoice:

1. Go to Sales, then select Customers.
2. Find and select the customer whose payment bounced.
3. Find the payment for the bounced check and select Edit.
4. Select the payment made link.
5. Uncheck the box for the invoice that the payment had been applied to.
6. Select the new expense you created in Step 1.
7. Select Save and close.
8. A message displays saying that the transaction is linked to others. Select Yes.

To inform your customers about what they owe and why, you can create a statement: 

1. Go to Sales, then select Customers.
2. On the Customers tab, select the name of the customer who issued the bounced check to open the Transaction List.
3. In the New transaction dropdown, select Statement.
4. In the Statement Type dropdown, select Balance Forward.
5. Set the Statement Date, Start Date, and End Date.
6. Select Print or Preview to make a copy of the statement, or select Save and send to email the customer with the statement attached.

If you want to know how bank fees or any other fees are being charged, you can refer to Step 3 of this article: Record a returned payment or bounced check in QuickBooks Online

For future reference, here's a guide on recording and receiving your customer's payment: Record invoice payments in QuickBooks Online

If you have further questions about cancelled bank transfers, you can comment below, and we'll respond to you as soon as possible.

Step 6 refers to 'the new expense you created in step 1' but there is no newly created expense in step 1. Please clarify what this is and the steps to do this.

I can provide the steps in handling bounced check payments, @AB118. 

If your bank is connected to QuickBooks Online, you can unapply the bounced check payment from the original invoice. 

The first step we'll need to do is recategorize the bounced payment. It will reopen the invoice and create an expense to account for the deducted money, ensuring that your records are accurate. 

To do so:

1. Hover over to the Transactions on the left panel, then select Bank Transactions. 
2. Look for the bounced check or returned payment in the bank feed. Select it to expand the transaction details.
3. Choose the customer whose payment bounced in the Vendor/Customer dropdown. 
4. In the Account dropdown, select Accounts Receivable.
5. Once done, select Add.

This process offsets the unpaid invoice. However, if you don't have a bank connected to QuickBooks or the returned payment has not shown up yet, you can make an expense for this transaction.

Second, we'll need to unnapply the bounced check payment from the original invoice: 

1. Click the Sales menu, then select Customers. 
2. Choose the customer whose payment bounced.
3. Look for payment for the bounced check and click Edit.
4. Click the payment made link, then uncheck the box for the invoice that the payment had been applied to. 
5. Select the expense we've created before.
6. Hit Save and close.
7. A message will appear on the screen saying the transaction is linked to others. Hit Yes.

For the next step, refer to Steps 3 and 4 in this article: Record a returned payment or bounced check in QuickBooks Online. 

I'd still recommend consulting your accountant, as the steps are tricky and complicated. This way, we can ensure the accuracy of your books. You can check out our Find an Accountant tool if you don't have one. 

Furthermore, I'll add some articles that can help you in managing your customers and transactions in QuickBooks Online:

• Create and send customer statements. 
• Record a customer refund. 
• Categorize online bank transactions. 

I'm consistently here to assist you anytime you need help with your bank transactions. You can enter your response by clicking the reply button below.