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Invoices Duplicated when Receiving Payment

We have quickbooks desktop premier 2017.  We have an issue with 1 customer only.  When we go in to receive payments, invoices are being duplicated in the “receive payments” window.  When you go search that invoice in the system though, the invoice is not duplicated.  Quickbooks will auto check all these duplicate invoices and then we have an over payment in the “receive payments” window.  We have tried to uncheck the duplicate invoices, but then Quickbooks just auto applies it again when we go back into it.  If we save with the over payment, then go into the customer open balance account, it actually shows a shortage, since we were unable to apply all the invoices from that payment.  Has anyone seen this issue before?  I have attached a screenshot of the receive payment tab where the invoices are duplicated

1 Comment
QuickBooks Team

Re: Invoices Duplicated when Receiving Payment

I appreciate the detailed information that you've given, @t_cam93.

 

I'm here to help you get his invoice issue sorted out so you can get back to business. 

 

We haven't received any similar cases reported to us. To isolate this issue, you'll need to make sure that the posting accounts of the items used on the invoice are correct.

 

Once verified and the issue persists, verifying and rebuilding your data is a good start to determine if the issue is data-related.

 

Let me guide you how:

 

  1. Click on File at the top menu bar.
  2. Select on Utilities.
  3. Click on Rebuild Data.
  4. Select OK when you see Rebuild has completed.

Right after, you can proceed with verifying the data:

 

  1. Click on File.
  2. Select on Utilities.
  3. Click on Verify Data.
  4. If you see QuickBooks detected no problem with your data, select OK. You may continue using your company file.

For detailed steps about this process, please refer to this article: Resolve data damage on your company file.

 

If doing this doesn't make a difference, I'd recommend contacting our Customer Care Team. They have the ability to run a screen-sharing session and can open an investigation ticket if necessary.

 

Keep me posted on what the results are. I'll be around to help should you need anything else. Have a great weekend!

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