I have a customer who should have a zero balance. The Customer Center shows that the balance is at zero but when I open up the Open Balance report, it shows I have an open invoice and an unapplied journal entry both from 2015. When I go to "Receive Payments" and click "Discounts and Credits," The journal entry shows up as a credit. I click it. At the top, it tells me that exact amount will be applied and the balance due will be at zero. I click Done and absolutely nothing happens. Then from the open invoice, I tried clicking "Apply Credits". I select the journal entry to be applied. When I click Done, nothing happens. The invoice is still open. There is no transaction history on either the invoice or the journal entry. The journal entry has the customer name entered. I can't figure why it won't apply.
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I recommend changing the details on the JE to be a Credit Memo or a Receive Payment. If the JE hits Banking, that would be a Payment. If the JE credits AR and is offset to "something else" that "something else" is easily handled by using a Credit Memo. That way, AR will process this just fine.
I'm having the exact same issue. I have a Credit Memo that perfectly offsets an Invoice, but no matter how many times and ways to match the two through "receive payments" and "apply credits" it never sticks. I've tried saving it every different way and cannot get them to offset. Hopefully someone can let us know.
Let's verify if the open balance is for that specific credit memo, Elizabeth97701.
We can run the Customer Balance Detail report to confirm the transaction. Let me guide you with these steps:
If it's correct, we can run the verify and rebuild data troubleshooting steps. This helps us fix some data issues on the company file. This article will guide you the step-by-step process to successfully rebuild the file.
Afterwards, let's try linking the credit memo again.
I'm just here if you still need help!
You can verify your data by following the steps below.
If there's data damage, continue in rebuilding your data to correct the problem. Here's how.
Once done, reboot your computer and try linking your credit memo again. Please check this link to see the details about Verify and Rebuild Data in QuickBooks Desktop.
Get back to me if there's anything else you need. I'd be glad to assist you further. Thank you for posting and have a great day.