Credits I can't zero out

I appreciate your efforts in searching for solutions to fix your customer credit issue, @clowry1976. No worries, I've come to help zero out the available credits showing on your customer's profile so you can get back to business.

Creating a credit memo to issue a check refund to your customer would add available credits. To zero out this available balance, you'll need to link the check to the overpayment. Here's how:

1. Go to the Customer menu, then select Receive Payments.
2. Choose the customer from the Received from drop-down.
3. Select the Discounts and Credits icon.
4. In the Available Credits section, select the check you created and click Done.
5. Select Yes when you see a prompt to Confirm transfer. The amount will be applied automatically to the invoice.
6. Click Save & Close.

That's it! You can check out this article for more guidance: Give your customer a credit or refund in QuickBooks Desktop for Windows.

You may also want to run and customize a report to view all your sales transactions in QuickBooks Desktop. This article will guide you through the steps: Customize reports in QuickBooks Desktop.

Don't hesitate to leave a reply below if you need have additional questions about this. The Community team and I are always here to help.

@Mark_R, thank you for your help!

Not sure why, but the Discounts and Credits icon is NOT available for me to select.

What would be the next step?

Good evening, @clowry1976. 

Thanks for coming back and letting us know you don't see the Discounts and Credits option. 

Don't worry, I can provide you with a visual to help you out: 

 Now you should be able to review this feature within your QuickBooks Desktop account. I'm only a comment away if you need me again. Have a great day! 

@Candice C , I see the Discounts and Credits button. However, it is not available for me to select. In your visual, it looks like the "Record Bounced Check" icon.

Hi there, clowry1976. 

I appreciate you for coming back to the thread and adding further details about your concern. I'll be sharing information on how overpayment or available credits work in QuickBooks. Then, ensure you can process customer refunds smoothly.

When recording an overpayment in QuickBooks, the system will automatically recognize that there's an overpaid. With this, creating a credit memo isn't needed in processing a customer's refund.

I recommend deleting the created credit memo and checking the refund being recorded. 

Here's how:

1. Click the Customers menu at the top.
2. Choose Customer Center. Then, select the particular customer.
3. Locate the credit memo and double-click it to expand the page.
4. Click the Delete icon at the top. Then, choose OK to confirm.

After that, you'll have to open the payment that has overpaid details. Then, you'll be able to see an Overpayment option in the lower part and select the refund of the amount to the customer. This way, you can zero out the customer's balance and successfully process a refund by clicking the Save and close button. Please follow the steps below.

1. Click the Customers menu at the top
2. Choose Customer Center. Then, select the particular customer.
3. Locate the payment and double-click it to expand the page.
4. Go to the When Finished section. Then, choose Refund the amount to the customer radio button.
5. Click Save and Close.

Lastly, you may refer to this article to see various details on how you can handle the available credit in QuickBooks: Give your customer a credit or refund in QuickBooks Desktop for Windows.

Please get back here in this thread if you have any follow-ups about managing the customer's refund. I'd also appreciate it if you can add updates on how the recommendation goes. I'm just around the corner and ready to help whenever needed. Have a good one and take care.