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Level 1

Customer clicks ACH Link and shows balance due as $0.00 when they do have an outstanding balance.

We've activated the ACH link payments recently to minimize contact with customers due to COVID. We have noticed that when we email the link to them to make partial payment it works, it is when we email it the second time or they re- open the same link. When they try to make their final payment where it does not work. It just shows they have a zero balance on that invoice which is incorrect. Please help!

4 Comments
QuickBooks Team

Customer clicks ACH Link and shows balance due as $0.00 when they do have an outstanding balance.

Hi there, america910.

 

It could be that your customer paid the whole amount of the invoice on the first payment that's why it's showing paid. You can sign in to your bank's website or find your bank statement to check the amount deposited into your bank account

 

If you've only received the partial payment, I recommend getting in touch with our Customer Care Team. This way, we'll be able to pull your account in a secure environment then run a series of tests to rectify the underlying issue. You can connect with us through this link: Contact Payments Support.

 

In case you'll need track when QuickBooks deposits customer payments into your bank account, you can check the deposit speed for your product.

 

I'll be right here to keep helping if you have any other concerns or questions. Stay safe.

Level 1

Customer clicks ACH Link and shows balance due as $0.00 when they do have an outstanding balance.

Hi KlentB,

No the customer only pays a portion at first and once we complete the job they  pay the remainder balance and that's where we have issues. We email them the link and on their end when they receive the invoice and click the link to pay the remainder balance it shows that there is no valance due when in reality there is.

Level 1

Customer clicks ACH Link and shows balance due as $0.00 when they do have an outstanding balance.

I have this same issue. In the past, several clients would make partial payments. Clicking the same link a second or third time would show remaining balance. Now (within last 30 days), after the first partial payment, the balance due is 0.00 and no further payments can be made.

Moderator

Customer clicks ACH Link and shows balance due as $0.00 when they do have an outstanding balance.

Thanks for joining in on the thread, ConsultantRob.

 

Though I'd agree with KlentB's explanation, let's review it further to see what's causing the issue.

 

Before sending again the invoice to your customer, make sure it is not marked as Paid. We can also see the open balance left on the partially paid invoices. Here's how:

  1. Click Customers at the menu and select Customer Center.
  2. Highlight the customer name and go to the Transaction tab under Customer Information.
  3. If you cannot see the OPEN BALANCE column, we can add it.
  4. Right-click on the columns and select Customize Columns.
  5. In the Available Columns highlight Open Balance.
  6. Click Add > and OK.

Once, we've verified that there is still a remaining balance on the invoice, we can send it again. Make sure that your QuickBooks release is updated and your company file is in good condition.

 

If the same thing happens, I'd recommend reaching out to our Technical Support Team. They can further review the details and provide additional troubleshooting steps.

 

We'll be right here if you need anything else.

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