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AudreySNHS
Level 1

Quickbooks automatically creates a credit memo now when we make a customer inactive - removing the balance. How do we stop this from happening?

Need customer to show as inactive but the balance needs to remain so we can do write-offs at a later date.
1 Comment 1
Catherine_B
QuickBooks Team

Quickbooks automatically creates a credit memo now when we make a customer inactive - removing the balance. How do we stop this from happening?

It's good to see you again here, AudreySNHS.

 

Let me share some info about making a customer inactive.

 

If a customer has a non-zero balance when deleted, QuickBooks Online will automatically add an adjusting entry. It is to make the customer balance be $0.00. If you don't want the system to automatically create one, you'll want to make sure the customer has a zero balance before inactivating them from the customer list. 

 

Looks like you already made the customer inactive with the adjusting entries, you'll want to undo the action by making the customer active. Then, delete the entries to restore the balance. If you want, you can make the customer inactive once you've written off the balance manually.

 

Let me show you how:

 

  1. Choose Sales and click Customers from the menu on the left
  2. Select the Setting icon above the ACTION column.
  3. Select Include inactive
  4. Click the customer you wish to restore
  5. From the ACTION column, click Make Active.
  6. Open the customer's profile to open and delete the credit memo and payment adjusting entries. 
  7. Click More at the bottom menu of the opened transaction and click Delete. 
  8. Select Yes to confirm the deletion.

Feel free to use these articles in case you need more help in handling your customer transactions and balances: 

 

The Community always has your back, so please let me know if you have other questions. Stay safe!

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