Invoice Isn't Reflecting Recent Payment

Hello there, tmoney5252.

When your customer pays the invoice, the payment will still go to your Merchant Service account. You have to manually receive the payment and enter $650 (partial amount) in the Amount column for the invoice status to show as Partial.

You can look at the following resources to learn how the online program and the merchant service function manage payments:

• Take and process payments in QuickBooks Online with QuickBooks Payments
• Record invoice payments 

Furthermore, the links below provide a variety of articles that will assist you with payment-related activities as well as managing your sales entries:

• QuickBooks Payments FAQ
• Invoices and payments

Reach out to me if you have additional questions or concerns about customer payments. I'd be delighted to respond to them.

Thank you for your reply!

The payments have been received/associated with the correct invoices. The issue seems to be that when the current invoice was created, there was a previous balance/invoice that was carried forward and listed as a line item on the current invoice (as "Balance Forward"). That previous balance/invoice has now been paid (and the payment has been received and associated with that previous invoice). However, when I view the current invoice, it still shows the original Balance Forward amount. When you click the "Pay Invoice" button and you are taken to the payment page, it shows the correct amount due (i.e. the Balance Forward amount is no longer included). 

This is confusing for our customers though.

Thanks for returning to this thread and providing further details of your concern, tmoney5252.

Possibly, your customer is utilizing the first invoice you emailed, that's why it still shows the original amount. The system will automatically update the amount to the email you sent once you manually record the payment within QuickBooks. And yes, you're right that they need to click the Review and Pay button to review the existing balance.

To make sure your customer won't feel confuse when paying the existing balance of the invoice, I would recommend sending a new reminder for the remaining balance. Here's how:

1. Go to the Sales menu.
2. Within the All sales tab, find the invoice associated with the partial payment.
3. Click the drop-down arrow and select Send reminder.
4. Enter the name of the customer's email address.
   
   

When your customer received it, they'll be able to see the current balance above the Review and Pay button. Here's a sample email: 

I've collected some articles that help you modify your sales form and customer data:

• Topics about your company's income and customers.
• Customize invoices, estimates, and sales receipts.

Please let me know if you have more concerns about sales transactions. I'll be happy to help and guide you further. Take care and stay safe.

Hi - It is not a partial payment. It is a full payment, but for a previous invoice (let's call it Invoice 1). Invoice 1 hadn't been paid when Invoice 2 was created, so the original amount due for Invoice 1 was included in Invoice 2 as a "Balance Forward." Now that Invoice 1 has been paid (and that payment was associated with Invoice 1), it is still showing up on Invoice 2 as a Balance Forward - even on my end when I open it directly from Quickbooks (i.e. I'm not looking at an "old invoice."). It's not until you click "Pay Invoice" that the amount changes to reflect that there is no longer a Balance Forward.

@tmoney5252 

I would suggest using a statement, instead of invoice.  The invoices don't update, as you are hoping.  A statement will show invoices, payments and invoices still owing.  

Just a suggestion. 

Thanks!!

I just tried it and that does seem to work better. The only issue is that it doesn’t look like you can easily make a payment from the statement - am I missing something?

Thanks again!

No, I don't believe so.  I think for some dumb reason, QB doesn't want anyone paying off a statement. Which is completely stupid, considering the invoices don't reflect payments made.  

Sorry about that.