A warm welcome from the Community, @wvAlarm.
I can help you correct the negative balance showing on your customer’s account.
The two payments with the same amount from your Merchant account are most likely behind this. Since you only have one e-invoice and it was applied to the first payment, the second becomes a credit because it is seen as an overpayment since it is not attached to an invoice.
You need to delete the duplicate transaction to bring the customer balance to zero. Here’s how:
- Locate and open the payment.
- Click the X Delete button at the top or press CTRL + D on your keyboard.
- Hit Yes on the pop-up.
Check out this article to resolve duplicate entries downloaded from the Merchant Services: Duplicate entries when downloading merchant service deposits into QuickBooks.
I also recommend giving our Merchant Services Support a call for assistance in making sure this doesn’t happen again. Click on this link to get their most updated phone number: https://community.intuit.com/browse/payments-contact-us.
For additional insight, you can refer to this article: Process a payment in the Merchant Service Center.
That should keep you going today. Reach out to me if you have any follow up questions, I’m always here to help. Have a good one!
