Issue with journal entry that will not apply towards open invoice.

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.

Here's a screen capture of the Payment and Credit windows if it helps.

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.

I accidentally duplicated my last post.

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:

1. Click the Reports menu.
2. Select Customers & Receivables, and then select Customer Balance Detail.
3. Click the Customize button.
4. Enter and select Name in the Display tab.
5. Go to the Filters tab.
6. Select Transaction type, and then select Invoice.
7. Click OK.

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!

Yes it is correct but I don't see a link for the article "Verify and rebuild troubleshooting steps".  Can you link that for me?

Hello @Elizabeth97701,

You can verify your data by following the steps below.

1. Go to File at the top, then Utilities.
2. Select Verify Data.

If there's data damage, continue in rebuilding your data to correct the problem. Here's how.

1. Go to File at the top, then Utilities.
2. Select Rebuild Data.

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.

Did you ever get this to work??  I am having the same exact issue.  I have done it about 10 times and it won't keep it for some reason.  FRUSTRATING

Thanks for becoming part of the Community, CROGERS1.
 

lbell9421 selected lyndaartesani's post as the best answer which solved their original inquiry. The posted solution was to access your customer's profile, then Receive payments, and from there the credit can be applied to clear their open balance.
 

I've included an image originally posted by BrandonT to show how it works:

If it's still not saving your changes after you've saved them, I'd recommend performing ShiellaGraceA's steps to see if a rebuild is necessary.
 

In the event using your Verify and/or Rebuild utilities didn't solve the issue, you'll want to get in touch with our Customer Care team. They'll be able to pull up the account in a secure environment, conduct further research, and create an investigation ticket if necessary.
 

They can be reached while you're using QuickBooks.
 

Here's how:

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
2. Click Contact Us.
   
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field.
   
4. Press Continue.
   
5. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

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

If there's any additional questions, I'm just a post away. Have an awesome day!

Thanks - I have done all of the above (more than once) and I have now been on the phone (on and off hold for an hour) and now waiting for Tier 2 people to help.  I don't understand why this is not working.