How do I reverse a payment received to the wrong customer invoice and make that invoice open again in Quickbooks Online?

Cindi_I · ‎January 12, 2023

When I started to use the clear payment button, it came up with a couple of warnings that freaked me out so I did not proceed.

JamaicaA · ‎January 12, 2023

Thank you for posting here in QuickBooks Community, @Cindi_I. I'll provide information on how to correct the payment that was applied to the wrong customer.

Since the payment was not applied to the correct invoice, let’s unlink or delete the payment transaction for the invoice to be tagged as Open. Then, create again a receive payment and link to the correct invoice.

Here's how:

Go to the Sales menu.
Select the All Sales section.
Locate and click the payment transaction.
You'll be routed in the Received Payment page.
Tap More at the bottom and choose Delete.
You'll be prompted with Are you sure you want to delete this? Hit Yes.

See this article for other ways of correcting payments: How to fix a payment applied to the wrong customer invoice.

Once done, you can now create a payment and apply it to the correct invoice. Please check this article to see the steps: Record invoice payments in QuickBooks Online.

That will automatically change the status of the invoice to Open (or unpaid). Don't hesitate to add a comment if you have follow up questions. Have a lovely rest of the day!

View solution in original post

JamaicaA · ‎January 12, 2023

Thank you for posting here in QuickBooks Community, @Cindi_I. I'll provide information on how to correct the payment that was applied to the wrong customer.

Since the payment was not applied to the correct invoice, let’s unlink or delete the payment transaction for the invoice to be tagged as Open. Then, create again a receive payment and link to the correct invoice.

Here's how:

Go to the Sales menu.
Select the All Sales section.
Locate and click the payment transaction.
You'll be routed in the Received Payment page.
Tap More at the bottom and choose Delete.
You'll be prompted with Are you sure you want to delete this? Hit Yes.

See this article for other ways of correcting payments: How to fix a payment applied to the wrong customer invoice.

Once done, you can now create a payment and apply it to the correct invoice. Please check this article to see the steps: Record invoice payments in QuickBooks Online.

That will automatically change the status of the invoice to Open (or unpaid). Don't hesitate to add a comment if you have follow up questions. Have a lovely rest of the day!

Cindi_I · ‎January 14, 2023

Thank you, JamaicaA!

Success

JamaicaA · ‎January 14, 2023

You’re always welcome, @Cindi_I.

Glad to hear that you’re able to reverse the payment applied to the wrong invoice. It’s my pleasure to guide you through the process of linking it to the correct one.

In case you have other queries about invoice payments, you can always post a reply in this thread. I’ll be around ready to listen and assist you. Have a great day ahead!

tammid · ‎December 13, 2023

What if the payment was already reconciled?

ShaniamarieC · ‎December 13, 2023

Hi there, @tammid, and Welcome to the Community.

Allow me to dive into this thread to assist you in reversing a payment received by the wrong customer that was already reconciled.

The first thing we have to do is to undo the reconciliation this will help avoid messing up the transactions.

Here's how:

Go to the Transactions, select Chart of accounts.
Select the Bank or Credit Card account for that specific transaction.
Then View Register.
Look for the payment you want to correct. Then continuously click the reconciled column to undo reconciliation (it should show as blank)

Then after that, you can follow the steps on how to delete the wrong payment transaction given by my colleague above.

Kindly make a note of pertinent details, including the date and amount, as they will serve as a point of reference in the future.

Moreover, here is a step on how to recreate the payment to the correct invoice:

Select + New.
Select Receive payment.
Select the name of the customer.
In the Credits section, make sure the journal entry number and open balance amount are listed and checked.
Select Save and Close.

You can also check this article for a more detailed explanation: Fix a payment applied to the wrong invoice in QuickBooks Online

I'll also add these articles to help you as your reference in your future work:

Feel free to comment below with any questions or concerns you have in mind about the payment that was applied to the wrong customer that was already reconciled. We are here to help 24/7. Keep safe!

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How do I reverse a payment received to the wrong customer invoice and make that invoice open again in Quickbooks Online?