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Mai - PWC
Level 1

Customer payment

I created a customer invoice for example for John Smith for $500.00 and when I got a payment from the customer for some reason I couldn't find his Invoice and in order for me to apply this payment I instead created a credit and to make it worse I created a new customer again, like John S. So now, in the A/R report it shows that I have an open invoice for John Smith for $500.00 and a credit for John S. for $500.00.  And this entry was from previous years, but I want to correct it. Please help and let me know how to address this issue. Thank you!


4 Comments 4
QuickBooks Team

Customer payment

Hello @Mai - PWC! I'm happy to help you clean up these transactions.


First, let's go ahead and make that customer inactive that was created by mistake. 

  1. Go to the Invoicing tab on the left menu and select Customers.
  2. Click on the customer you need to remove. 
  3. Go to the Transaction List and locate that credit memo.
  4. Next to Print, click on the dropdown and choose "Void". Confirm by selecting Yes.
  5. Then, go to Edit in the upper right-hand corner.
  6. Lastly, in the Customer Information window, select "Make Inactive".

Now we can move on to the invoice from the correct customer that shows as open.

  1. In that same Customers tab, click on the customer's name.
  2. Then, go to the "Transaction List".
  3. Once you locate the open invoice, click on Receive Payment on the right-hand side.
  4. Record the payment and then Save.

That will clear up those issues and show the A/R report as correct now. :) Let me know if you have any more questions about this process!


Mai - PWC
Level 1

Customer payment

Thank you for your answer! My concern is, this transaction is not from the current year, its from previous years, is that going to affect any other account if I make the corrections? How do I record the payment? Thank you and will wait to hear from you.

Mai - PWC
Level 1

Customer payment

Which customer should I make as inactive? Is it the one that has the open balance or the one that has a credit? Thank you.


Customer payment

Thank you for getting back to us and providing us more information about this concern, @Mai - PWC.


If you only have an open invoice under the first profile that you've created, I suggest deleting or voiding the open invoice under that profile. Deleting an open invoice will remove it permanently from the account. You can only delete an invoice only if you haven't printed or saved it. However, you can still void it. 


To delete or void the invoice:

  1. Go to the Customers menu and click on Customer Center.
  2. Click the customer's profile and the double-click the invoice to open it.
  3. From the main QuickBooks menu, choose Edit and click on Void Invoice or Delete Invoice.

Check this article for more information: Create an invoice in QuickBooks Desktop. Also, here's more information about the Accounts Receivable workflow: Get started with customer transaction workflows in QuickBooks Desktop.


Let me know if there's anything that I can help with your transactions. Have a great rest of the day!

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