Customer Payments

Hi semperfinci,

This happens when one recorded a received payment through the invoice and a separate deposit transaction. An added bank transaction is also a separate deposit (cash in) in the bank register.

To resolve this, you'll want to check which of the payments is linked to the invoice and delete the other one, or delete them both and recreate the invoice payment. The other latter is much easier compared to finding w/c of them is linked to the invoice.

Let me know if you need more help with your transactions.

Jess, 

I have done that, but then both appear back on the Payments to Deposit. One thing I did was to deposit on of the payments to a bogus account but then that amount shows up on the balance sheet. Any other thoughts?

We appreciate you following my peer's suggestion and providing additional information about your concern, semperfinci. This will direct the steps we'll have to perform to resolve the issue. 

Let's open the customer's Transactions list to see the recorded payments. Then, go over the transactions, including the linked invoices. From there, you can decide whether to delete one of the payments.

You can consider consulting with an accountant first for additional guidance. They can recommend how to properly handle the situation, especially with the other amount that shows up on your balance sheet report.

When you're ready, let's go ahead and open the Transactions list. Here's how:

1. Head to the Customers menu at the top bar and choose the Customer Center.
2. Go to the Customers & Jobs tab and select the customer's name.
3. In the Customer Information screen, navigate to the Transactions tab.
4. Then review all the sales entries.

I've included a link to an article that discusses how to delete a transaction either individually or in bulk: Batch delete or void transactions in QuickBooks Desktop Accountant Edition. From there, you'll learn which specific entries you can void by batch.

In addition, these resources will show you how to troubleshoot balance sheet issues and complete your accounting tasks in QuickBooks smoothly:

• Fix a Balance Sheet that's out of balance
• Self-help articles

If you have any further questions about payments or other customer-related tasks, leave a comment below. I'd be delighted to respond to them. I wish you continued success with your business, semperfinci.

Please see the attached "Payments to Deposit" screenshot. All these pending deposits are duplicates. I don't know how they became duplicates but here they are. If I deposit them (again), they will appear in the register causing duplicate deposits. If I delete them, then they will appear in the customer balance as if they were never paid. As you can see, some are pending deposits here from years ago and I need to get rid of them.

Thank you for your help. 

Thank you for the screenshot, semperfinci.

Let me go back to the steps you shared, "Clicked on Receive Payments, entered the information, clicked on Record Deposits, the deposit shows up in the Check Register."

When recording a payment, there's no Record Deposit option. Normally, you would click Save & Close after entering the payment details. Can you please clarify your steps a little more?

For comparison, would you mind creating a dummy invoice? Then, pay it and deposit the payment to see if we get the same behavior or not. If it works fine, recreate the affected invoice and the payment (in the Undeposited Funds and in the Checking account). If not, you can run the Verify and Rebuild Data Utilities to check and resolve damaged data in your company file. 

If non of the above steps will work, please contact our QB Desktop Support to check this further using more tools.

Let me know if you have other questions in mind.