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wdi
Level 3

Editing a sales receipt that has been paid with a credit card

RE: Quickbooks Desktop Enterprise 19.0 I've noted that when a sales receipt is paid with a credit card, certain fields on that sales receipt (CUSTOMER, ITEM, QTY, RATE, AMOUNT, TAX) become grayed out and are no longer editable. If mistakes were made during the entry of the sales receipt, we'd like to be able to go back in and edit these items. We can currently do that if the customer paid with cash or a check, but not with a credit card. In the specific use case that I'm dealing with now, the wrong item was entered and needs to be corrected. If it matters, we use Intuit Merchant Services to process credit card payments. How can we edit these sales receipts? Thank you.

Solved
Best answer 08-15-2019

Accepted Solutions
wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @Anonymous!

 

ALL RIGHT THEN... in the spirit of helping the next QuickBooker who has this issue... and in the spirit of enlightening all of the Community members tagged below, some of whom steered me in the right direction, some of whom steered me in the wrong direction, but all of whom did their best to try to help (which I appreciate)... I present to you, "the solution".

 

ISSUE:

Platform: QuickBooks Desktop

 

A Sales Receipt is essentially an invoice that is paid when goods are purchased or services are rendered. If a Sales Receipt is used to record a transaction and the customer pays with a credit card, that Sales Receipt cannot be edited after the transaction. You'll note that the customer field is not editable, and the ITEM, QTY, RATE, AMOUNT, and TAX columns are grayed out and not editable. That same restriction does not exist for Sales Receipts for which the customer paid by check or with cash; the problem is unique to payments via credit card.

 

This restriction presents a problem if an error has been made when the Sales Receipt was entered... for example, if the wrong items were selected (which can have implications on inventory and account tracking). In the specific instance noted in this thread, the total amount of the Sales Receipt was correct, but the wrong items were entered. We wanted to correct that mistake.

 

SOLUTION:

The best solution depends on circumstance...

 

If the error is noticed immediately after the transaction and payment are processed and the customer is still present, you can immediately void the Sales Receipt and the payment and then create a new Sales Receipt and re-process the customer's credit card. Easy enough.

 

If the error is noticed after the customer has left, but you have access to the customer's contact information... and this might be days later... you can void the Sales Receipt (if the payment hasn't been processed yet) or refund the Sales Receipt (if the payment has been processed already). This will refund the customer's credit card payment. Then create a new Sales Receipt and get in touch with the customer to get the credit card details again so that you can reprocess the payment on this new Sales Receipt.

 

If the error is noticed after the customer has left, and you don't have access to the customer's contact information (this was the situation presented in this thread)... and this too might be days later... you'll need to follow these steps to offset the items and amount in the incorrect Sales Receipt using a Credit Memo and then apply that credit to a new 'correct' Invoice.

 

  1. Customers -> Create Invoices. Create a new Invoice with the correct items.

  2. Customers -> Create Credit Memos/Refunds. Create a Credit Memo with the same items and totals that are present on the Sales Receipt on which the error was made. This will serve to offset the items and payment (correctly inventory and accounting, if applicable). You'll need to enter the customer's name, items, quantity, and rate... essentially everything that is present on the Sales Receipt.
     
  3. Click Save & Close.

  4. A pop-up window labeled 'Available Credit' will appear, with the following verbiage and choices: "This credit memo or refund has a remaining balance which you may use. What would you like to do with this credit?
    [ ] Retain as an available credit
    [ ] Give a refund
    [ ] Apply to an invoice"

    Select 'Apply to an invoice' and click the 'OK' button.

  5. A pop-up window labeled 'Apply Credit to Invoices' will appear. Select the invoice you created in Step 1 (above) and click the 'Done' button.

 

As far as I know, this should serve to correct the incorrect Sales Receipt. If anyone sees an error in my write-up, by all means, please feel free to correct me. Hope this helps!

View solution in original post

26 Comments
wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

 
Moderator

Re: Editing a sales receipt that has been paid with a credit card

Hi wdi,

 

QuickBooks allows alterations in a transaction only for cash payment basis. Editing transactions made via online payments (QuickBooks Payments) can be done by voiding it and creating a new one. That's the reason why you can't make any changes on the sales receipt. 

 

Here's how to void a payment:

  1. Go to the Customers center and select the customer. 
  2. Select the Sales Receipt. 
  3. Go to the Reports tab and click Processed Payment Receipt.
  4. Click Void then save the changes.

Create a new sales receipt for the correct items and send it to your customer. 

 

You can also create a sales receipt for the missing items instead. This will also help you not to void the whole transaction.

 

I'm sure you'll be able to let your customer pay the correct number of items purchased. Let us know if you have any questions. 

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @GarlynGay.

 

When I void a sales receipt/payment via the process you described, is the money returned to the customer's credit card? This transaction occurred a few days ago and so I don't have access to the customer's credit card at this point to run the payment again on a corrected sales receipt. To be clear, in this specific situation, the customer was charged the correct amount, but the wrong items were entered, so really we're just trying to correct an error on our side. In other scenarios which would require us to correct a sales receipt, the wrong customer name was selected.

 

Is it possible to void the sales receipt without voiding the actual payment... and then re-apply the initial payment to a corrected sales receipt? I'd like to do this as transparently as possible to the customer so they would not need to get involved. It looks like QBO might have this functionality (https://quickbooks.intuit.com/learn-support/en-us/customize-invoices/how-to-correct-your-customer-s-...), but as noted, I'm running QB Desktop Enterprise.

 

Thank you.

Moderator

Re: Editing a sales receipt that has been paid with a credit card

Your client will be credited as long as your Merchant Account is linked to your QuickBooks file, wdi.

 

Voiding is only applicable before the payment has been processed. If the funds had deposited, you'll have to process a refund.

 

Here's how to refund:

  1. Go to the Customers menu and then select Customer Center.
  2. Choose your customer.
  3. Then, select the Credit Card Refund transaction.
  4. Click the History drop-down, and then select Processed Refund Receipt.
  5. Click Void then save it.

In addition, if you process the payment through your Merchant Account, you can void it insode QuickBooks. This won't affect the actual payment on your Merchant Account. Voiding the Sales Receipt without voiding the actual payment is not possible if the two accounts are connected.

 

I've added articles here about voiding and refunding your payments:

 

If you still need my help with regards to your Payments, just leave a reply below.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @AdrianRose_A.

 

So I understand how to void a transaction or refund funds (if the deposit has already processed). I'm really not trying to do either of those things. At this point, I don't have access to the customer's credit card info to reprocess the payment if I voided or refunded the transaction. I'd just like to edit the Sales Receipt without impacting the payment in any way.


In addition, if you process the payment through your Merchant Account, you can void it insode QuickBooks. This won't affect the actual payment on your Merchant Account. Voiding the Sales Receipt without voiding the actual payment is not possible if the two accounts are connected.


^This is most applicable to our situation. We do have a Merchant Account which is linked in QuickBooks. I'm not entirely clear on what you're saying, but I'm assuming payments can be processed through QuickBooks or directly through the Merchant Account. Is that correct?

 

We process payments through QuickBooks. If this is the case, is it possible to unlink the Merchant Account temporarily so that we can update the Sales Receipt without impacting the payment? And then relink it?

 

To restate the problem, we'd like to update the Sales Receipt without impacting the payment. In all of these cases, we would not have access to the credit card information to reprocess the payment if we voided or refunded the transaction.

 

Thank you.

Moderator

Re: Editing a sales receipt that has been paid with a credit card

I appreciate you getting back to the Community, wdi.

 

Allow me to help share information about editing a Sales Receipt.

 

In QuickBooks Desktop, you can't edit or otherwise modify a sales receipt after depositing it. However, I have some options that you can follow that will allow you to make some changes, these are the following:

  • Remove the payment or sales receipt from the deposit.
  • Edit the payment or sales receipt.
  • Replace the payment or sales receipt in the deposit.

For additional reference, I'm attaching some helpful articles that you can check:

If you have any follow up questions, please feel free to let me know. I'm more than happy to offer additional assistance.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @MirriamM.

 

I think you're onto something with the three steps you noted, but I need a little more guidance beyond what the links you referenced provide.

 

If I go to my bank account register, I can find specific deposits which often contain a bundle of credit card transactions. Opening one of these deposits brings me to a 'Make Deposits' window and there I can see the credit card transactions which note the customer name, from account ('Undeposited Funds'), and the payment method (Visa, MasterCard, etc.). Are you saying I would need to remove one of these transactions from the deposit (by highlighting the record and then deleting it)? And after that I'd be able to edit the sales receipt associated with that transaction?

 

Would you be able to provide more explicit instructions? I appreciate your help.

Moderator

Re: Editing a sales receipt that has been paid with a credit card

It's good to see you back, wdi.

 

I'd be happy to share with you the steps on how to edit a Sales Receipt.

 

First, in order to make corrections, you need to temporarily remove it from the deposit. Here's how:

  1. Go to Lists menu at the top, then select Chart of Accounts.
  2. Find the deposit account, then locate the deposit that has the wrong payment or sales receipt.
  3. Select the deposit in order to remove the transaction from the deposit.

Then, after you temporarily remove the sales receipt from the deposit, you need to edit it. Once done, you have to add it back to the original deposit.

 

Now you're able to edit the sales receipt that has already been deposited.

 

Feel free to visit the Community again, if you have any other questions. Have a great day!

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you again, @MirriamM.

 

I have some questions... thank you for your patience.

 


Find the deposit account, then locate the deposit that has the wrong payment or sales receipt.


Just confirming that when you say 'deposit account', you're talking about the bank account to which the money was deposited. I'd assume yes, but just wanted to double check.

 


Select the deposit in order to remove the transaction from the deposit.


And for this... once I've identified and double clicked on the deposit, I'm presented with a list of credit card transactions in that deposit. When you say 'remove the transaction', do you mean select the specific transaction and then delete it from the deposit? And then when I'm done editing the sales receipt, add that transaction back?

 

Thank you again.

Moderator

Re: Editing a sales receipt that has been paid with a credit card

Thanks for getting back to us in the Community, @wdi.

 

To answer your first question, yes, that's correct! What my colleague is referring to as the deposit account is the bank account.

 

As for the second question, you're right too! To remove them, you need right-click on that specific transaction and select Delete Deposit.

 

After that, here's how to edit the Sales Receipt (SR):

 

  1. Click the Customers menu to go to the Customer Center.
  2. Select the customer's name, then locate and open the SR.
  3. Enter the necessary changes and hit Save & Close.

 

Once done, make a deposit again to add the transaction. Here's how:

 

  1. Select the Banking menu to go to the Make Deposit page.
  2. On the Payments to Deposit pop-up, choose the SR and hit OK.
  3. Click Save & Close once done.

 

For additional resources, consider checking out these articles:

 

 

Please know that only a post away if you have any other issues or concerns. Have a great rest of the week!

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thanks so much, @FritzF.

 

I followed the steps and deleted the relevant deposit. Unfortunately, that didn't change anything with the associated sales receipt. The customer field is not editable, and the ITEM, QTY, RATE, AMOUNT, and TAX columns are still grayed out and not editable. I'm certain I deleted the correct deposit. Could you confirm that I should be able to edit the sales receipt after having deleted the associated deposit?

 

It seems like this would be an FAQ as anyone making a mistake on a sales receipt and processing payment with a credit card would need the ability to edit the sales receipt after payment was processed.

 

Thank you.

QuickBooks Team

Re: Editing a sales receipt that has been paid with a credit card

Hi wdi,

 

I appreciate you following the steps shared by my colleague above. Since the columns from Sales Receipt are grayed out and uneditable, you can only consider voiding the Sales Receipt and reprocess the payment. Let me assist you with this and get you back to working order.

 

I understand that you don't have access to your customer's credit card information anymore to reprocess the payment. However, voiding the sales receipt and reprocess the payment is the best way to get this fixed.

 

First off, let's void the payment by following the steps provided by GarlynGay above. Then, void the sales receipt. Here's how:

  1. Go to the Customers menu.
  2. Select the customer.
  3. Choose the Sales Receipt.
  4. In the Delete icon drop-down, select Void.
  5. Click Yes to confirm.

Once done, you can now recreate the Sales Receipt and reprocess the payment. You can check out this article for your reference: Process a Credit Card Payment in QuickBooks Desktop.

 

You might also want to check out these articles to learn how to create a recurring payment:

 

Please know that you can always get back to me if you have any other questions. It'll be my pleasure to help you.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @Mark_R.

 

I appreciate everyone's help, to be sure, but I'm not sure I'm any closer to a solution.

 

Given both @MirriamM and @FritzF provided and elaborated on instructions for editing the sales receipt after it is removed from the deposit, I have to ask... were they incorrect in providing that information? My intention isn't to throw anyone under the proverbial bus, but I'm wondering if those instructions work in some scenarios and not others. There has to be some truth to their guidance given two people provided instructions. Maybe we missed a step or something?

 

@Mark_R, you noted that you understood that I no longer have access to my customer's credit card information to reprocess the payment, but unless I'm missing something, voiding the first payment and then voiding the sales receipt won't allow me to re-use the payment information on a recreated sales receipt, will it? That customer swiped his card... would I be able to re-use the card information on a subsequent sales receipt? If that's the case, I'll give it a shot... but if it fails and I can't re-use the information... and I can't track down the customer and convince them to give me their credit card info again (which makes us look entirely unprofessional), I'm out the money from the payment/transaction I just voided.

 

Sorry to be a pain the butt here, but I'm honestly really surprised that of the thousands of other companies who use QuickBooks, there isn't an easier solution that would be entirely transparent to the end customer. With the solution provided (assuming I can re-use payment information after voiding a sales receipt), the customer sees a credit and then another charge on their credit card days (or in some cases weeks) later.

 

Thank you.

Moderator

Re: Editing a sales receipt that has been paid with a credit card

Let me provide further explanation, wdi.

 

The option to edit a sales a receipt that is processed or paid through Merchant Services is currently unavailable. If you've mistakenly recorded it, then you have to manually void the transaction in QuickBooks and recreate with the same amount. However, you won't be able to use the customer's credit card information when reprocessing the payment.

 

The steps above provided by my peer, Mark_R, will help void and recreate a sales receipt in QuickBooks.

 

I'm linking some of our resources about Payments that you can use in the future:

I want to make sure you are fully taken care of. So if you have any follow-ups or other questions, please let me know. I'm here to help. Have a great day.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @JaneD. It sounds like there is no solution to my issue then, correct? If we catch the error right away and the customer is still here, we can void and re-enter the transaction, but if the customer is gone, we wouldn't have access to their credit card information to reprocess the payment. In that case, we have to live with a sales receipt that is incorrect.

 

When can we expect this feature to be implemented for QuickBooks Desktop? It looks like the ability to edit a sales receipt after removing it from the deposit exists for QuickBooks Online. [https://myvao.com/2018/10/30/how-to-modify-a-sales-receipt-thats-been-deposited-in-quickbooks/ references the gear icon, which as I understand it, is a QBO graphic.]

 

I was reviewing other Community posts and found https://quickbooks.intuit.com/learn-support/en-us/payments/can-i-change-a-sales-receipt-to-an-invoic.... At the end of the thread, @RoxanneA mentions reversing the voided transaction, presumably to re-process the payment. Is that an option?

 

Thank you.

QuickBooks Team

Re: Editing a sales receipt that has been paid with a credit card

Thanks for checking other related posts, wdi.

 

In QuickBooks Desktop, we're unable to edit the sales receipt after the credit card payment has been processed. I can send feedback so they can implement this soon.

 

Although, there's a way to process a refund without affecting the actual credit card payment. Here’s how to do it:

  1. From the Customers menu, select Create Credit Memos/Refunds.
  2. In the Credit Memo window, enter the customer's name and the amount to be refunded.
  3. Click Save & Close.
  4. When you see the Available Credit pop-up, select Give a refund. Then, click OK.
  5. In the Issue a Refund window, do not check the Process credit card refund when saving box. 
  6. Hit OK.

cc refund1.PNG

 

Once you've voided or refunded the sales receipt, you can create a new invoice. Then, you can just match the payment to the new transaction.

 

The Community Team is always here to help.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

@AlexV, this sounds like progress. Much appreciated.

 

The way I understand this is that we can't modify the problematic sales receipt, but we can create Credit Memo and Credit Card Refund transactions to essentially zero out the problematic sales receipt. Is that the right way to think about this?

 

I ran through all the steps and I think I'm good up to matching the existing credit card payment (from the problematic sales receipt) with a new 'correct' sales receipt or invoice. The referenced link refers specifically to bank feeds, which I don't think pertain to this situation. If I create a new sales receipt or invoice, how can I associate the existing payment with that new transaction?

 

Appreciate all your help.

 

Moderator

Re: Editing a sales receipt that has been paid with a credit card

You're on the right track, @wdi!

 

You can mark your invoice as paid by applying the existing payment you've recorded. I'm here to share a few insights and help you from there.

 

To start with, you're unable to make any changes to an invoice paid with a credit card. Recording a refund allows you to zero the balance.

 

Meanwhile, once you've created a new invoice, you can apply the existing payment you've recorded on the Discounts and Credits window. But you'll have to select your accounts receivable account when recording your customer's payment so you can apply it as credits.

Capture02.PNG

 

 

That being said, here's how you can apply the existing payments you've recorded from your customer:

  1. Go to Customers.
  2. Select Customer Center.
  3. Find your customer and open the invoice.
  4. Hit Receive Payments.
  5. Click Apply Credits.
  6. Choose the existing payment you've recorded.
  7. Select Done.
  8. Click Save & Close.Capture01.PNG

     

 

Lastly, you can also visit our Help Articles for QuickBooks Online if in case you need some tips and related articles for future reference.

 

As always, you can leave a comment below or start a new thread if you have any other concerns. I'll be keeping an eye for your response.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @JonpriL.

 

I think we're really close, but I need some help getting across the finish line. This is a long one... please bear with me. So just to recap... I made an error on a Sales Receipt that was paid with a credit card... I can't edit that Sales Receipt to fix it, so I need to create a Credit Memo to zero it out and give a refund without re-processing the credit card... and then create a new Sales Receipt and apply the credit as payment.

 

Per @AlexV 's guidance above:

 

  1. From the Customers menu, select Create Credit Memos/Refunds.

  2. In the Credit Memo window, enter the customer's name and the amount to be refunded.
    Just making a note that there's is a little more to this than just entering the amount to be refunded. In order to zero out the problematic sales receipt, you need to add the items and quantities that were used on that problematic sales receipt. In so doing, the Credit Memo total should come out to be the same amount as the problematic sales receipt.
     
  3. Click Save & Close.

  4. When you see the Available Credit pop-up, select Give a refund. Then, click OK.

  5. In the Issue a Refund window, do not check the Process credit card refund when saving box. 

  6. Hit OK.

 

At this point, I have three transactions for this customer. I'll use example data for NUM, DATE, and AMOUNT.

 

  1. The problematic Sales Receipt that I'm trying to zero out:
    TYPE: Sales Receipt
    NUM: 123
    DATE: 8/1/2019
    ACCOUNT: 12000 - Undeposited Funds
    AMOUNT: 1000.00

  2. The Credit Memo that I just created:
    TYPE: Credit Memo
    NUM: 123
    DATE: 8/13/2019
    ACCOUNT: 11000 - Accounts Receivable
    AMOUNT: -1000.00

  3. The Credit Card Refund I just created:
    TYPE: Credit Card Refund
    NUM: 123
    DATE: 8/13/2019
    ACCOUNT: 12000 - Undeposited Funds
    AMOUNT: -1000.00

@JonpriL alluded to recording the deposit, and I need some help here.

 

If I navigate to Banking -> Make Deposits, the 'Payments to Deposit' window opens up and I see my Credit Card Refund transaction in the list:

 

  • DATE: 8/13/2019
    TYPE: CC REFUND
    NO.: 123
    PAYMENT METHOD: MasterCard
    NAME: Customer X
    AMOUNT: -1000.00

I select that transaction and click 'OK', and at this point I can record the deposit. @JonpriL seems to note that I need to change the 'FROM ACCOUNT' to 11000 - Accounts Receivable, but when I try that I get a Warning pop-up that reads:

 

"You cannot edit payment information in a deposit transaction. 1) Delete the payment from the deposit. 2) Go to the original payment transaction to edit it. 3) Redeposit the payment."

 

If I bring up the Credit Card Refund transaction, I'm not able to edit the account from '12000 - Undeposited Funds' to '11000 - Accounts Receivable'.

 

I may be misunderstanding something here and need a little more guidance. I'm just trying to get to a point where I can then use the credit I just created (for the payment the customer made on the problematic sales receipt) and apply it to the corrected sales receipt.

 

Thank you.

Moderator

Re: Editing a sales receipt that has been paid with a credit card

We are unable to apply the credit memo to the sales receipt, wdi.

To clear this part of your concern, "I'm just trying to get to a point where I can then use the credit I just created and apply it to the corrected sales receipt."

You may want to create an invoice with the correct item. Then, apply the available credit memo. 

 

Here's how:

  1. Go to the Customers menu.
  2. Click Create Invoices.
  3. Then, enter name of the customer, date, item and amount.
  4.  Click Save button at the top. 
  5.  Click Apply credits at the upper right.
  6. Select the available credit. Then click Done.
  7. Click Save & Close.

You would not need to record a refund, since the payment is record as an available credit and applied to the open invoice. 

 

Let me know how this works for you. We're always here to help.

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Thank you, @SarahannC. Disappointing news.

 

Here's my question though...

 

When I created the Credit Memo, the software didn't ask me to apply that transaction to a specific invoice or sales receipt. As far as I can tell, the Credit Memo is a standalone transaction unassociated with an invoice or a sales receipt. The same goes for the Credit Card Refund transaction. It's not associated with an invoice or sales receipt. I chose to give them the same reference numbers as the original problematic sales receipt, but I could have chosen different numbers. So why would a standalone Credit Memo only be applicable for invoices?

 

I think we covered this already in this thread, but won't deleting the sales receipt refund the customer's credit card? If so, please note that I no longer have the customer's credit card information.

Highlighted
Moderator

Re: Editing a sales receipt that has been paid with a credit card

Hi wdi, 

 

Once a credit memo is recorded before an invoice, the system will not prompt about applying that transaction to an open invoice. 

Sales receipt (SR) comes with the customer's payment, this is why the two transactions can't be linked. 


Though, we still have a way to clear out the problematic (SR). 

We create a credit memo to offset the wrong item from the SR. Then create an invoice with the correct item. Finally, apply the credit memo to the open invoice. 

 

No need to record a refund since we are only correcting the item used from the original SR. 

This is how it looks in the item report. 
I hope this clears you out. Let us know if you need anything else. 

wdi
Level 3

Re: Editing a sales receipt that has been paid with a credit card

Wow. @SarahannC, I think that did it.

 

I created a new Invoice with the correct items, then I created a Credit Memo to offset the problematic Sales Receipt and when the 'Available Credit' window appeared, I chose 'Apply to an invoice' and applied the credit to the new Invoice.

 

Last question... by creating a new Invoice and Credit Memo and applying the Credit Memo to the invoice, am I in any way changing revenue, A/R, etc.? I just don't want what I've done to inflate or deflate revenue, payments or any of the accounts. This was really just supposed to be a transparent way of making a change to a Sales Receipt.

 

Hope that question makes sense. Thank you.

 

Anonymous
Not applicable

Re: Editing a sales receipt that has been paid with a credit card

Let me help answer your question, @wdi.

 

Creating the invoice will increase the sales and Accounts Receivable while creating the Credit memo with the same items will decrease the sales and A/R. Thus, following the steps provided by my colleague will just offset the amount.

 

If you have additional questions about anything else, do let me know. I'm here to help. 

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