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Good day, lorrinda.
Welcome to the QuickBooks Community. Let me help and guide you with writing off a credit balance in QuickBooks Online (QBO).
If you're referring to clearing out a customer's balance, you can declare the invoice as a bad debt in QBO. This way, it reduces your net profit by that amount.
You can check out this article for the detailed steps in writing off bad debt: Write
off bad debt.
Otherwise, you can manually record a credit card credit to your account by following these steps:
That'll do it. You should be able to write off a credit balance in QBO.
Let me know if you have further questions and I'm here to help. Have a good one.