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Level 1

Customer Payments

We received 2 payments for 1 invoice - 1 from a third party and 1 from the customer, both paying in full. The first payment (third Party) was applied leaving a zero balance. Then we received payment directly from our customer, also paying in full. Both were deposited ACH. We need to show both payments (for reconciliation purposes) in QB but only apply, the customer payment. Both were deposited in our bank account and then one (recourse)withdrawal. I need QB to match.


QuickBooks Team

Re: Customer Payments

Hello @jcnn,


You can record your customer payment by processing a bank deposit. Let me guide you how.


Customer payments can be recorded through a bank deposit to match in Quickbooks. Here's how:

  1. On the menu bar, click on Banking, and choose Make Deposits.
  2. Choose the bank account in the Deposit to field.
  3. Enter the necessary information of the deposit.
  4. Click on Save & Close.

You can check this article for more information: Deposit Customer Payments.


Fill me in if you have any other concerns. I'll be here to help you.

Level 1

Re: Customer Payments

Yes, I know that. But how do you I show two payments with one the refunded not shown as a credit. I have tried to show one of the payments as a refund but it appears on the invoice as a credit. So when apply the second payment the invoice total due doubles. Example:


Invoice total                                                                   $300.00

Third party payment applied                                     $300.00

Balance                                                                           $0

Then I received payment from the customer         $300.00 credit

I do not want it as a credit. I need the first payment to show as a refund and the second applied because were deposited ACH in our bank account. Sure I could always just delete the first payment but it will not match the bank reconciliation. If I apply the second payment it gives the customer a credit. 


QuickBooks Team

Re: Customer Payments

Hi there, @jcnn.


Thanks for the details that you've given. I can share some steps to get this customer payment issue sorted out.


To single this issue out, you'll need to link the payment to the open invoice and process a refund to zero out the credit.


Let me show you how:

  1. From the Customers menu, choose Create Credit Memos/Refunds.
  2. In the Customer:job field, enter the customer name.
  3. Choose the item and enter the amount.
  4. Select Save & Close.
  5. In the Available Credit window that appears, select Give a refund then choose OK.
  6. In the Issue a Refund window, enter the amount and select the appropriate payment method for the refund.
  7. Make sure Process credit card refund when saving is Unchecked.
  8. Select OK.

Once done, delete the Credit Memo associated with the refund. This will unlink the two transactions.


Here's how:

  1. Locate and double-click the Credit Memo.
  2. On your keyboard, press Ctrl+D.
  3. Select OK when you get the Delete Transaction prompt.

After that, go to the original payment, uncheck the invoice and check the refund. This will link the payment to the refund and leave the invoice open. Pay the original invoice using the replacement or new payment method.


For more insight about this process, please visit this article: Resolve common issues when applying a payment towards an invoice.


However, if you need additional assistance with this matter, feel free to reach out directly to our Customer Care Team. They have the necessary tools to check on your account and help you all throughout the process. To contact them, please check out the details found in this link:  Contact the QuickBooks Desktop Customer Support Team.


This should settle your customer payments.


Please let me know if you have any other questions about this concern. I'm always here to help. Have a great day!

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