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Level 1

It says a customer has a credit but they do not

customer has credit that was not issued
5 Comments 5

It says a customer has a credit but they do not

Hello @info1359,


Let's review your customer's balance so you can identify if they have the available credits of not.


To start with, the digits indicated in your customer's profile under the New transactions button determines their available balance. If this amount is negative, it means you have to refund the credit to your customer. But it is positive, it means you have some payments to collect from them.


With this, you'll have to review each transaction to identify the remaining credits when the balance is negative. If not, you'll have to create a credit memo for your customer's credit. Learn more about credit memos with this article: Create and apply credit memos or delayed credits in QuickBooks Online.


Additionally, you might also check out the steps outlined in this helpful article in creating a document listing all the transactions you have with your customer: Create and view customer statements.


You can always leave a comment below if you have any other questions. I'll be here to lend a helping hand. Stay safe!

Level 1

It says a customer has a credit but they do not


We have QuickBooks 2018. An invoice for a customer in January shows a balance owed of $10.76 but when I print out the invoice the total balance shows zero. Also when I try to send another invoice QuickBooks says that they have a credit of $10.76. How do I remove the credit and apply the amount owed?


Thank you


QuickBooks Team

It says a customer has a credit but they do not

Hello there, @Sweetpee.


I'm here to share some troubleshooting steps to help record your customer's invoice payments. 


When paying an invoice, you'd want to make sure to apply and deposit it properly. Let's start by generating am AR Quick Report. From here, you'll see whether the invoice payments were applied and deposited properly. Here's how:

  1. Go to the QuickBooks Reports menu.
  2. Select Customers & Receivables.
  3. Choose Open Invoices.
  4. Look for negative amounts that are unapplied Payments or Credit Memos.
  5. Go to the Customers menu and select Receive Payments then apply the payments and credit memos to the appropriate invoices.
  6. Be aware that matching transactions, (Ex: an invoice and a payment) must have the same A/R account and the same Job under the Customer.

Once completed, let's make sure that the payments are applied successfully. You can delete and recreate the customers' payments to zero out their balances. I'm here to guide you with the detailed steps.

  1. Locate the payment link to your customer.
  2. Open it, then tap Delete to remove it from your record.
  3. Re-enter the payment by clicking on Receive Payments from the Customers tab.
  4. Input the details, select the payment method, then choose the invoice you want to pay.
  5. Select Undeposited Funds if you want to deposit the funds to that account.
  6. Save the transaction.

Once done, you can record a deposit to transfer the amount to your bank account.

  1. Go to the Banking page, then tap on Make Deposits.
  2. Select the payment from the undeposited funds under the Payments to Deposit window.
  3. Hit OK.

Here are some tips you can read more about recording an invoice payment in QuickBooks Desktop.


Get back to us here if you have other questions or concerns. I'm always here to help.

Level 1

It says a customer has a credit but they do not


The invoice for the customer was 146.76 and they paid 130.00. Now, instead of the customer owing 10.76, QB says that they have a credit of 10.76. How do I fix that?

QuickBooks Team

It says a customer has a credit but they do not

Thanks for the clarification, @Sweetpee.


Allow me to chime in and share with you additional insights on how to get around this issue. You’ll want to ensure your QuickBooks Desktop (QBDT) software is updated to the latest release. This way, we can guarantee your QuickBooks is packed with the latest features and fixes.


However, if you have and the issue persists, I suggest running the Verify Rebuild utility tool. This tool scans your company file for errors and fixes them right away. Let me show you how.


To Verify:


  1. Go to the Window menu and select Close All.
  2. Then, go to the File menu.
  3. Select Utilities.
  4. Click Verify Data.


To Rebuild:


  1. Go to the File menu.
  2. Select Utilities.
  3. Click Rebuild Data.


You can also check this link for more detailed steps: Verify and Rebuild Data in QuickBooks Desktop


Once you’re all set, you can now deposit those payments to your bank account. To be guide through the process, check out this article for reference: Record and make bank deposits in QuickBooks Desktop.


Keep me posted if you need further assistance managing your customers’ credits or invoices. I’m always around ready to back you up. Keep safe and have a good one!

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