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Join nowI have my own experience as well, psqbo.
Once the invoice is paid, the A/R entries will no longer show. In your case, it seems like the customer has credits and it has been automatically applied to the invoice. When you turn on the Automatically apply credits feature, the available customer credits will be automatically applied to any open invoices.
Let's check if the feature is turned on. This can be the reason why the invoices are showing as paid. Here's how:
You can always get back to me if you have other questions regarding this matter.
All the automation settings are turned off. This behavior was not consistent. It happens randomly. If you have access to my A/R, I can give specific examples of this. In one case, after we had received payments and set to "Paid", it put it back in our A/Rs. We followed up with customer only to realize that it was just that the system randomly decided to remove "Paid" status and removed our deposit transaction info. In other case, it removed an A/R entry by putting "Paid" status when it was not even due for payment. I suspect these are random data corruptions caused by QB updates. I can give specific invoice numbers in our system if you are available for a live screen sharing session. Thanks
Thanks for getting back to me, psqbo.
I suggest reaching out to our QuickBooks Online Customer Care to have this investigated further. A phone agent has appropriate tools, like screen sharing, that can help you resolve this issue.
Here's how to contact them:
You can always visit us anytime if you have other concerns. We're always here to help.
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