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itsjoebwan
Level 1

Deleting Customer Credits

Hello everyone,

 

I am having trouble locating and deleting a customer credit that should not exist in QB.  Basically, every time I create a new invoice for this customer, a pop up shows up saying that the customer has a credit and asking whether it should be applied.  However, no credit memo exists for this customer.  So, it appears that QB thinks the customer has a credit, even though there is no credit memo. 

 

The amount of the credits are very specific (i.e., $413.24 and $216.00), and I am able to locate the invoices and payments that have those amounts (i.e., the invoice was issued and the payments were received).  They appear to be correctly recorded in QB as having been received and "paid," so I have no idea from where these duplicate payment credits are stored in QB.  Furthermore, the bank account balance reconciles with QB, so I know there is no "double deposit" that would account for these credits.  

 

So, questions:

 

(1) Any suggestions on how to isolate where these errant credits originate from, and

(2) Any suggestions on how I can just plain delete them so they don't keep existing in QB?

 

Thanks!

Solved
Best answer January 11, 2022

Best Answers
Angelyn_T
QuickBooks Team

Deleting Customer Credits

Hi there, @itsjoebwan. I'll help you locate the unwanted customer credits so you can delete them from your records.

 

As of now, you can run the Transaction List by Customer report to check all the customer credits recorded in your account. From there, you can see the transactions that need to be deleted. You can also see the invoices and payment transactions associated with your customers.

 

Here's how:

 

  1. Open your QuickBooks Desktop (QBDT) file.
  2. Go to the Reports tab, then click on Customers & Receivables.
  3. Tap on Transaction List by Customer.
  4. Filter the dates, then choose the Transaction Type you want to display from the Customize Report menu.
  5. Delete the transactions that cause duplicate credits.

 

For more tips about handling your QBDT reports, open this article: Customize reports in QuickBooks Desktop.

 

Additionally, here's how you can get more resources about handling your accounts receivable workflows in QuickBooks: Get started with customer transaction workflows in QuickBooks Desktop.

 

If you have any other questions about your customer's existing credits, let me know by adding a comment below. It's my pleasure to help. Have a good one!

View solution in original post

13 Comments 13
Angelyn_T
QuickBooks Team

Deleting Customer Credits

Hi there, @itsjoebwan. I'll help you locate the unwanted customer credits so you can delete them from your records.

 

As of now, you can run the Transaction List by Customer report to check all the customer credits recorded in your account. From there, you can see the transactions that need to be deleted. You can also see the invoices and payment transactions associated with your customers.

 

Here's how:

 

  1. Open your QuickBooks Desktop (QBDT) file.
  2. Go to the Reports tab, then click on Customers & Receivables.
  3. Tap on Transaction List by Customer.
  4. Filter the dates, then choose the Transaction Type you want to display from the Customize Report menu.
  5. Delete the transactions that cause duplicate credits.

 

For more tips about handling your QBDT reports, open this article: Customize reports in QuickBooks Desktop.

 

Additionally, here's how you can get more resources about handling your accounts receivable workflows in QuickBooks: Get started with customer transaction workflows in QuickBooks Desktop.

 

If you have any other questions about your customer's existing credits, let me know by adding a comment below. It's my pleasure to help. Have a good one!

itsjoebwan
Level 1

Deleting Customer Credits

That did the trick! I was able to locate the payments that were not attributed to any specific invoice, thereby resulting in the "floating" credit that did not appear as a credit memo. Thank you!

elginsflowershop123
Level 1

Deleting Customer Credits

Hello, mine are not duplicates, it is showing that some of my customer's have a credit, but I never put it in there. Can you tell me how to delete the credits. I tried to follow the instructions above, but that is not working for my situation.

Thank you.

Flower shop

elginsflowershop123
Level 1

Deleting Customer Credits

Hello, that did not work for me. I have credits showing in some accounts that I never put there. When I go to put in their payment, it shows available credit. How can I just delete those credits?

 

Thanks

LieraMarie_A
QuickBooks Team

Deleting Customer Credits

Hello, @elginsflowershop123! I'm pleased to guide you on how to clear customers' available credits.

 

You may have accidentally entered payments in excess of what are due. Not to worry, we can fix them in no time. You'll want to pull up the Customer Balance Detail report to locate these overpayments.

 

Here's how:

 

  1. Go to the Reports menu in the left panel.
  2. Look for Customer Balance Detail and select it.
  3. In the Report period, choose All Dates and then click Run report.
  4. From here, look for payments that have negative open balances. 
  5. Click the amount to open the Receive Payment window.
  6. In the Amount received field, enter the exact amount accepted.
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  7. Click Save and close.
  8. Repeat steps 4 through 7 for the rest.

 

If your customers overpaid you in reality, you can use the credit toward an invoice, refund the customer, or enter the overpayment as a tip.

 

Keep in touch with me here should you need any further help with handling customer credits. I'm always available to help.

Orsefski Painting
Level 1

Deleting Customer Credits

This does not work

katherinejoyceO
QuickBooks Team

Deleting Customer Credits

I've got some steps to remove customers credits from an invoice or bill in QBDT, @Orsefski Painting.

 

If you're trying to remove a credit from an invoice, here's how:

 

  1.  Press Ctrl + H to display the transaction history.
  2. Double-click the invoice, then select Apply Credits.
  3. On the Previously Applied Credits window, clear the selection for credit.
  4. On the Apply Credits window, hit Done.
  5. On the invoice, click Save and Close.

 

However, if it's a credit from a bill, here's how:

 

  1. Find the vendor credit, then select the Bill radio button to change the transaction type to bill instead of credit.
  2. Select Save & Close.
  3. Bring up the resulting bill and change the transaction back to credit by selecting the Credit radio button.
  4. Hit Save and Close, then select Yes when prompted about changing the transaction.

 

For more insights, check out this article to guide you with removing credit from an invoice or bill.

 

Come again if you have another concern. We're always around to help you.

 

eawarner1
Level 1

Deleting Customer Credits

hi.. need to delete unused credits when there is no credit memo and there are no unused credits for the customer.

 

Also for overpayment too... also not real for the customer

 

Have looked at previous replys but did not work for me.

QueenC
Moderator

Deleting Customer Credits

Hello there, @eawarner1.

 

First off, I'd like to appreciate you for taking the time to read and follow the steps provided in the thread. No worries, I'm here to chime into this conversation to assist you further in deleting or correcting unused credits and overpayments.

 

Before I start, would you mind if I ask what product are you currently using? This is for me to provide you with an accurate solution appropriate to your product since the steps are both from QuickBooks Online (QBO) and QuickBooks Desktop (QBDT).

 

However, I don't want you to go empty-handed so I'm going to provide you on how we can rectify this issue. Since you mentioned that there were no credit memos and unused credits for the customer, let's run the Invoices and Receive Payments report in QBO to check for any incorrect payments and we can then correct the payment there, instead of deleting it.

 

Here's how:

 

  1. Go to the Reports menu.
  2. Type Invoices and Receive Payments.
  3. Click on the report to view.
  4. You can filter the date in the Report period section or Customize it to view specific data.
  5. When done, click on Run report.
  6. Locate the incorrect payment.
  7. To edit, click on the transaction.

 

In QBDT, you can consider running the Payments and the Invoices and Deposits they are linked to. Here's how:

 

  1. Go to the Reports menu and select Report Center.
  2. In the search field, type Payments and Invoices and Deposits they are linked to.
  3. Double-click on the transaction to edit.

 

For more tips about handling your QBDT reports specifically in personalizing their appearance, open this article: Customize reports in QuickBooks Desktop.

 

If you need additional assistance with regard to managing payments and customer credits, please feel free to notify me by adding a comment below. I'm more than happy to help. Take care.

eawarner1
Level 1

Deleting Customer Credits

did not work for me. No credit memos

AileneA
QuickBooks Team

Deleting Customer Credits

Hello, eawarner1. 

 

I appreciate for following the steps provided by my colleague. Since it didn't work for you. I suggest reaching out to our customer support team.  

 

This way, one of our agents will be able to pull up your account and help determine why you are unable to view the credit memos. 

 

Here's how to reach them:

 

  1. Sign in to your QuickBooks Online company.
  2. Select the Help (?) menu.
  3. Choose the Assistant tab.
  4. Click the Talk to a human option.
  5. Press Get help from a human.
  6. Tap either the Chat with us or Have us call you button.

 

Please know that the availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on the QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

 

I appreciate your patience on this matter. I'm only a few clicks away if you need assistance with your other QuickBooks tasks. It's always my pleasure to help you out again.

plaubacker
Level 1

Deleting Customer Credits

I did this and it shows the correct credit amount for this customer credit that was later used. However in the box below that says credit balance it shows a huge amount that should not be there and doesnt show anywhere that i can find. what now?

 

ZackE
Moderator

Deleting Customer Credits

Thanks for getting involved with this thread, plaubacker.
 

I'd initially recommend running your Transaction List by Customer report and checking each of your customer credits recorded in their accounts. From here, you can review which transactions. This can help you to look over your records and identify what may need to be deleted.
 

Here's how:
 

  1. In the top menu bar, go to Reports, then Customers & Receivables.
  2. Click Transaction List by Customer.
  3. Specify a date range and choose a Transaction Type.
  4. Delete any transactions causing duplicate credits.

 

If you aren't able to see any records that need to be deleted after reviewing your Transaction List by Customer report, you'll want to get in touch with our Customer Care team. Detailed steps for reaching them can be found in AileneA's post.
 

Please feel welcome to send a reply if there's any additional questions. Have a lovely Thursday!

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