Credit Memo not letting me choose write off account

Thank you for bringing this to our attention regarding the write-off of the account for credit memo. I'm here to help you with your concern about QuickBooks Online (QBO), aconroy@conroyas.

You're unable to directly assign a write off account on a credit memo in QBO. You'll have to create a service or non-inventory item first, and then assign a write-off account or bad debt account. Once done, generate a credit memo and select the service item you’ve set up.

Here’s how to create a credit memo for the bad debt: 

1. Click + New and select Credit memo.

2. Choose the customer from the Customer dropdown.

3. Select Bad debts in the Product/Service section.

4. Enter the write-off amount in the Amount column.

5. Add Bad Debt in the Message displayed on the statement box.

6. Finally, click Save and Close.

For more details on how to write off bad debt in QuickBooks Online, check out this article: Write off bad debt in QuickBooks Online.

In addition, check out this article to learn how to set up and add accounts to your chart of accounts: Add an account to your chart of accounts in QuickBooks Online.

If you have further questions about the credit memo not letting you choose write-off in QuickBooks, please ask me. I would be here to assist you at any time.

Thank you. I understand how to do that. That is not the issue. The issue is the option to select Product/Service has disappeared. 

Thanks for getting back with the Community, aconroy@conroyas.

I tested this myself in our test drive account and can confirm there's a Product/Service drop-down field visible and usable when creating credit memos.

Here's an image showing my experience:

Since you're not seeing your Product/Service field when creating credit memos, I'd recommend checking the browser you're using. It's possible this could have something to do with temporary internet files. Browsing applications store these types of records, but sometimes they can cause issues with certain webpages. You can open a private window and check to see if your credit memo creation screen displays properly.

Here's how to access incognito mode in some of the most commonly used web browsers:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Microsoft Edge: Ctrl + Shift + P
• Safari: Command + Option + P

If pages are loading correctly while browsing privately, it's safe to say this problem's being caused by your browser. It can be fixed by clearing cached data and Intuit-specific cookies.

In the event screens continue not loading properly while browsing in incognito mode, you'll initially want to try switching to another browsing application.

Here's a list of supported browsers

• Google Chrome - version 78 or newer
• Mozilla Firefox - version 76 or newer
• Microsoft Edge - version 79 or newer
• Opera - version 68 or newer
• Samsung - version 10 or newer
• Safari - version 12 or newer

You can also check a browser's compatibility with QuickBooks by utilizing our browser health checkup tool. QuickBooks supports the current and two previous versions of browsers. If you find that you're using an unsupported version, make sure to update it to its latest release. Steps for doing so can be found on the particular company's website.

In the event you've found no problems that could be causing this with your browser, you'll want to check the operating system and internet speed you're working with.

Here's our recommended operating systems and internet speeds:

• Windows PC - Windows 10, Intel Core i3 or a comparable processor (2013 or newer) with at least 2 GB of RAM, or Windows 10, Intel Core i5 or comparable processor with at least 4 GB of RAM.
• Mac - OS X El Capitan 10.11, OS X High Sierra 10.13, or newer.
• Linux - QuickBooks works with Linux, but you'll want to make sure you're using a supported browser and our recommended internet speeds.
• Internet connection - 1.5 Mbps to 3 Mbps or higher.

If you meet each of our system requirements, but still aren't seeing a Product/Service field when creating credit memos, I'd recommend using a different device and/or internet connection.

If it continues happening on other devices and internet connections, you'll want to get in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research, and create an investigation ticket if necessary.

They can be reached while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

I've also included a detailed resource about system requirements for QuickBooks which may come in handy moving forward: System requirements

I'll be here to help if there's any additional questions. Have a great Friday!

I have tried using Chrome and Mozilla. I have cleared everything from both. I have tried going "private" or "incognito" Nothing works. I am still not getting the service/product column in the credit memo. I had no problem with this until one of my other clients added me as an accountant to her account. Now all of a sudden the only way I can log in is as an accounting company and some of the user features have disappeared.

Hello aconroy, 

We appreciate your efforts in trying the initial steps to resolve the odd behavior you experienced when creating a credit memo, particularly in the Product/Service column. Since all of them aren't working, I suggest contacting our Support Team to investigate this further, as advised above. Here's how:

1. Click on the Help icon and select the Search tab.
2. Choose Contact Us.
3. Enter a brief description of your situation in the What can we help you with? area.
4. Click Continue, and then choose either Chat or Callback.

You can always visit this thread if you have other concerns. We'll be around to help in any way that we can.