We have a customer that has a credit balance on his account. I have been unsuccessful in getting the credit balance to zero. I've tried using a credit memo, no luck

Hello,

If you already have a credit sitting in the customer account, you either can apply that credit to another invoice or you can issue a refund to the customer.

https://quickbooks.intuit.com/learn-support/en-us/customer-refunds-and-credits/handle-a-customer-cre...

Creating a credit memo would add available credits to the customer's profile, CXL.

I can show you the proper steps to zero out this balance. Before doing so, let's start the process by deleting the credit memo. Here's how:

1. Open the customer profile. 
2. From the transaction list, open the credit memo you've created by double-clicking it. 
3. Click the Delete icon at the top. 

Once done, let's proceed to creating a refund check. this transaction will help offset the available credit. Below are the steps to do this:

1. Go to Banking at the top. 
2. Select Write Checks. 
3. Enter the bank account and the customer involved. 
4. Provide the amount. 
5. Under Expenses column, enter Accounts Receivable and provide the customer's name under Customer job. 
6. Click Save &Close.   

Learn more about this process by viewing this article: Give your customer a credit or refund in QuickBooks Desktop for Windows.

Stay around if you need further assistance or have additional questions. We'll be here always to help. 

This means you owe the customer money.

To get the balance to 0.00, issue a refund check and use your AR account as the account.

Or, if the amount won't be refunded, then enter an invoice for the amount and use the credit balance to pay the invoice.

Thanks.  That solved the problem.  Appreciate your help.

I followed these steps. Wrote a check to the customer. Why is the credit still on their account? 

Thanks for joining this thread, AZFB,

I'm here to help zero out the credit balance on the customer's account.

You'll want to select the Expenses tab and use accounts receivable for the posting account. This will reduce or clear the credit amount showing up on the costumer's profile. See the attached screenshots below for your visual guide.

I've added this article: Give your customer a credit or refund to learn more about giving a refund check to customers.

Stay in touch if you have follow-up questions. I'm always right here to help zero out the balance showing up on the customer's account.

I am using QB online and the examples shown do not look like what I'm looking at.

Hi there, tkak66.

Thank you for visiting the QuickBooks Community. I appreciate you for sharing information that you're using the QuickBooks Online version. With this, I'll ensure to provide some details on how to handle customer's credit.

Each QuickBooks version is designed to address specific business needs. That said, QuickBooks Desktop and QuickBooks Online accounts are two different platforms and intended to work independently from each other. With this, the details shared above are the steps for QBDT users. That's why the examples and interface aren't the same because you're using the Online version.

To zero out the credit or the customer balance, I suggest recording a check in QuickBooks Online. Using Check or Expense to record the refund reduces your bank's balance and offsets the customer's open credit, overpayment or prepayment.

Here's how:

1. Click the + New button.
2. Choose Check. If you're in Business view, follow the steps to switch to Accountant view first. Then, come back to these steps.
3. Select the customer you want to refund from the Payee drop-down arrow.
4. From the Payment account drop-down, choose the bank account to where you deposited the overpayment or credit.
5. On the first line of the Category column, select Accounts Receivable.
6. Enter how much you want to refund in the Amount field.
7. Fill in the other necessary fields.
8. Hit Save and close.

Once done, you'll have to link the check to the customer's credit or overpayment so the customer's balance shows zero. This ensures your books are up-to-date. Please follow the steps below.

1. Choose the + New button.
2. Select Receive payment.
3. Choose the same customer you used for the check or expense when recording the refund.
4. Fill out the other fields.
5. Select the checkbox for the Expense or Check you created when recording the refund below the Outstanding Transaction section.
6. Make sure the payment is equal to the open balance.
7. Click Save and close.

You can click this article to view further information on how you can apply the available credit to another entry so this will show as zero: Handle a customer credit or overpayment in QuickBooks Online.

Please refer to this article to view various details on how the Sales page gives you a great at-a-glance view of the status of sales entries: View sales transactions.

If you need additional help, feel free to reach out to me. I'm always here to provide further assistance with anything QuickBooks-related. Have a good one!

Is there a report that shows ONLY negative open balances for each Client? The Client/Customer Balance Details shows all open balances (positive and negative) and I can't find a filter to only show negative balances. Thank you.

Thanks for joining and sharing what you need in a report to this thread, @Marco202. I know how useful for your business to run a report that shows only the negative open balances for each Client.

While this isn't available at this time, I'll share your idea with our developers for consideration in future updates. You also want to submit a feature requests directly with our Development team. It would be a great addition, and will help us improve our services. 

Simply click and fill out our QuickBooks Feedback form. Rest assured all our suggested ideas will be reviewed by our engineers.

Keep in touch if you have follow-up questions about managing your reports. I'm always here to listen and help in any way I can.

Hello I have the same problem, I called today support and after 2 hours nobody told me that there is not way to see a report only showing only the Open invoices with balance,  i had some small customers credits that I transferred to an clearing account and the report still showed the invoices with balance zero… there are customers from 2019… and we need a report of the open invoices the QB still giving me invoices from 2019 with 0 balance…. Do you know when will you have that feature is very important??

Thank you. The simplest solution. I have a customer with an open credit for a long time. in the end the credit was not used by them. I like the idea of creating an invoice and applying the credit. So, simple.

Hi,

This worked for me to get the credit balance off of the customer, but I can't now put in the deposit of the monies received from a credit card deposit to our checking account. The deposit consists of a payment of 1210.46 from a different customer less the credit card refund we issued of 47.94 to a different customer.  When I go to enter the deposit, the payment is there but the credit isn't, so I tried putting it on the bottom as a negative amount which gets the right total for the deposit but if I use the Accounts Receivable account it puts the balance back on the customer. If I try to use Undeposited Funds for the account it won't let me finish it, keeps asking "Select a bank account for this deposit", even though I put in the account # of the bank the deposit went into it keeps saying the same thing. What account should I be putting in for the account in the deposit. I am using QB Online.

Thank you for the detailed information about your balances, @Iscovil.

Your credit didn't appear on the bank deposit because the transaction was non-posting, unlike the invoice and sales receipt. You can view the transaction in the receive payment window.

When deciding which account to use for the deposit, you can choose a specific account, such as an expense or income account. However, I recommend involving your accountant to ensure the accuracy of your finances.

For future reference, read through this article: Reconcile an account in QuickBooks Online. This helps you balance your books in QBO to make sure they match with your actual bank and credit card statements.

Don't hesitate to post any follow-up questions or new inquiries about your account in QBO. The entire QuickBooks Team is here to help and ensure a smooth online banking experience in the program.