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Hi there, @Rockydog.
You'll want to create an invoice to offset the balance. Let me show you how:
Once you've done creating an invoice then we can receive payment to apply the credit to the invoice.
I've got here an article to know more about credit memo: Give your customer credit or refund in QuickBooks Desktop for Windows.
Also, there's another way you can write off a customer's credit in QuickBooks. You can create a journal entry, however, be sure to reach out first to your accountant before using this option.
For customers with an overpayment, you can perform the following steps:
For more information, you can check out this article: Write off customer and vendor balances.
Keep me posted if you need anything else. I'm here to assist if you need help. Have a good one.