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Level 1

Payment link show invoice as "paid" but invoice has not been paid

Open invoices are showing as "paid" in the quickbooks payment link.  The invoice/.pdf clearly has a balance due, but quickbooks payment link has indicated that invoice is paid. (Invoice is still open and unpaid in quickbooks desktop).  The "paid" is only showing up if a client clicks on the "pay now" button and is taken to "connect.intuit.com."  This is now happened with 2 clients. I delete the invoices in the desktop, re-create, and re-send.   What is going on?

7 Comments
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Moderator

Payment link show invoice as "paid" but invoice has not been paid

A warm welcome to the Community, t2tscott.

I'd be glad to help point you in the right direction regarding with your open invoices showing as paid.

 

So far, we haven't received similar issues reported. Since Community is a peer-to-peer forum, I won't be able to check your account without asking for sensitive information. It would be best reach out to our Customer Care Team.

 

All accounts related concern need to be directed to our phone support for security purposes. You can get their updated number on this article: https://community.intuit.com/browse/payments-contact-us.

 

Feel free to reach again if you have any other questions. I’d be more than willing to lend you a hand. Have a good one.

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Level 1

Payment link show invoice as "paid" but invoice has not been paid

I have experienced this as well when I have customers pay their invoice in increments.

Highlighted
QuickBooks Team

Payment link show invoice as "paid" but invoice has not been paid

 I've checked our records and haven't seen any reported cases, Dmcdougall.

 

An invoice will be deemed paid once it's fully paid. It'd be best to get in touch with our QuickBooks Payments support to have this checked. Just click the link my colleague provided at the top to get the number.

 

You're always welcome to post anytime if you have other concerns. 

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Level 1

Payment link show invoice as "paid" but invoice has not been paid

I am having the same issue. Invoices with open balances show as paid when the client tries to pay through Intuit payment account. It seems to be happening to clients who have made partial payments in the past. The pdf shows the appropriate balance due, but they cannot make a payment. I have had to have my clients call in with their credit card numbers. This is really bad. It makes us look scattered and unprofessional. Clients are nervous to pay for fear that the bill really has been paid. This is urgent and needs to be addressed immediately.

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Anonymous
Not applicable

Payment link show invoice as "paid" but invoice has not been paid

Hi there, @vblair933.

 

Let me help share some insights about the open balances showing as paid on the payment link.

 

Have you already tried deleting and recreating the invoice? This usually fixes the issue. However, if the invoice keeps showing as fully paid, then it'd be best to reach out to our Merchant Services Team so they can look into this further.

 

I understand that this unusual behavior needs to be addressed immediately. Since the Community is a public forum, we won't be able to pull up your account and check why you're having this issue. Our Merchant Service representative can dig deeper using their necessary tools and open an investigation if needed.

 

Keep me posted if you need anything else or if you have additional questions about your payment account. I'm here to help however I can.

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Level 1

Payment link show invoice as "paid" but invoice has not been paid

I am having the same issue. I have a bunch of invoices that state "paid" my bookkeeper cannot find any matching deposits.I have phoned the clients and they have confirmed that they have not paid- normally they pay by ccard.I use QBO.

 

How to fix this?

Highlighted
Anonymous
Not applicable

Payment link show invoice as "paid" but invoice has not been paid

I'm here to help you correct your invoice payments in QuickBooks, @Kiwi1,

 

If your invoices automatically shows as paid after applying partial payments, it's possible that the preference to auto-apply credits is enabled for your account. To check this, sign in to your account and follow the steps below:

  1. Click the Gear icon.
  2. Choose Account and Settings.
  3. Go to the Advanced menu.
  4. Tap the Automation section.
  5. Remove the check-mark in the box next to Automatically apply credits
  6. Click Save and select Done.

The following is a screenshot to serve as a visual reference:

 

 

Once done, review each invoices and see if there are existing credits applied to them.

 

However, if this does not resolve the problem, I highly recommend contacting our Payments Team for further assistance. They have the tools to check your sales activity for invoices paid through credit cards.

 

Here's how to contact us: QuickBooks Online Payments & Merchant Service Center.

 

Please update me on how the call goes. I'm always around if you need further assistance. Have a nice day!

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