Clearing a journal entry that's creating a balance on a customer account but doesn't show in the receive payments table

I can share some information about journal entries and invoices in QuickBooks, @jtay144620.

You can create journal entries in QuickBooks Desktop (QBDT) to move money between accounts. However, only open invoices will show in your Receive Payment window in QBDT. To offset the customer balance, you can create another journal entry. You may consider checking with an accountant for guidance on what debit and credit accounts will be used. 

Check out this article for more information about creating journal entries. I'll guide you on how to edit, reverse, and delete a journal entry: Create a journal entry in QuickBooks Desktop for Windows or Mac.

Here's how you can resolve common issues when applying a payment towards an invoice by reapplying payments, refunding payments, and more. 

Let me know in your reply if you have any other concerns managing your customer balance. I'll be around to help you out. Keep safe!

Thank you very much for the quick response. There are, in fact, Journal Entries that will show up in the Receive Payments window. However, this is not one of them, or I would simply receive a credit against it. The issue is that I am unsure as to why it isn't showing up in the Receive Payments window and because it doesn't, I cannot clear it.

I appreciate your quick response, @jtay144620.

I'm here to share further details as to why your journal entry bot showing up in the Receive Payments window so you can keep your customer balance accurate in QuickBooks Desktop (QBDT).

The Accounts Receivable (A/R) account should be included in your journal entry to clear the balance on your customer's account. You may haven't included the said account. That's why it isn't showing as credit in the Receive Payment window. With this, I'd recommend changing the details of your journal entry if necessary.

In case the error continues, you may have a minor data issue with your company file. With this, I'd recommend utilizing the Rebuild Data tool. It's a built-in tool that can help automatically fix data issues with your company file. 

Also, you may want to check out this article in case you need help with the standard process for creating invoices and receiving payments in QBDT: Get started with customer transaction workflows in QuickBooks Desktop.

Please feel free to leave a comment below if you have other concerns about managing customers and income transactions in QBDT. I'm always ready to help. Take care, @jtay144620.

@MJoy_D 

RE: However, only open invoices will show in your Receive Payment window in QBDT.

That is not correct. Anything that increases the AR balance for the customer will appear as an thing to pay on the Receive Payments window. Which, as an Intuit employee answering questions here, you should know. And you could have easily figured it out by trying it.

Here's an example of various transaction types appearing in the Receive Payments window, where I added the type to the document number field for each transaction:

The original Journal Entry debited the Accounts Receivable account to clear the existing credit. However, when they created the Entry they debited too much which left a balance owing on the account of 87.50. I can create a Journal Entry using the Accounts Receivable account to offset the balance as I said in my initial question. Although, when I do that both entries still show up on my Aging Report and I am unable to apply the offset Journal Entry to the Original Entry as it doesn't show up in the Receive Payments window. So I am unable to clear the entries.

RE: I can create a Journal Entry using the Accounts Receivable account to offset the balance as I said in my initial question. Although, when I do that both entries still show up on my Aging Report and I am unable to apply the offset Journal Entry to the Original Entry as it doesn't show up in the Receive Payments window.

In this case your offsetting Journal will appear as a credit, like a credit memo, and not as something you can pay.

To complete the transactions, so they pay each other, use the Discounts And Credits button.

First, click on the Journal row, then click Discounts & Credits. Then make sure the offsetting Journal is selected. Then click Done to close the window, then Save & Close on the Payments window to complete the process:

That would be ideal, but the original Journal Entry doesn't populate in the Receive Payments window for me to select and apply a credit to.

@jtay144620 

Is it possible the original J/E was posted to another A/R account, maybe an inactive one?  Only the J/E posted to 11000 - A/R will show based on your screenshot. 

I checked that, we only have two A/R accounts and it's not populating in the other one either.

@jtay144620 

Can you post a screenshot of the original journal entry dated 3-10-22?  And, you're 100% sure the name on the original JE is the right customer?  I know, basic question.

@Rainflurry  Yes, the customer in the name field is the correct customer. Well, I'm assuming they applied the Journal Entry to the correct customer for what they were trying to do. They are no longer here for me to ask. It is applied to the same customer that I am pulling up in the Receive Payments window though, if that's what you're asking. Thank you for your help.

@jtay144620 

Do you see all of these transactions (the transactions that made up the original $634.27 credit balance and the $721.77 JE) in this customer's A/R ledger?  To see their A/R ledger, double-click the outstanding $87.50 A/R balance from the A/R Aging Detail Report.

Yes, they show up in the A/R ledger. They range in date from 8/9/21 - 12/30/21 and then the Journal Entry on 03/10/22.

@jtay144620 

And you tried to rebuild your data as suggested by @Rea_M ?

Yes. Rebuilt and Verified.

@jtay144620 

Then, I'm out of ideas.  Sorry.

Thank you so much for your help. I really appreciate it.