When I go to Automation in Settings, and change the toggle to On for Automatically applying credits, save and done. I go back in and it is set to Off again.

Thanks for sharing the details of your concern, @Ellen3360.

At times, too much cache accumulated in a browser can cause unexpected behavior with the product. This can be the reason why the automatic apply credits feature is turning back to off even after it was turned on. 

To isolate the issue, let's run some basic troubleshooting steps. Let's start by using a private window to access your account in QuickBooks. Simply press these shortcut keys to access this mode:
 

• Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

Then, try to turn on again the Automatically applying credits section.

If it works, go back to your regular browser and clear its cache. If the same things happen, use another supported browser. The issue might steam from the browser itself.

For future reference, you can check out this article to learn more about handling customer credits: Customer credit or overpayment in QuickBooks Online.

Update me with the result by adding a comment below, @Ellen3360. I want to make sure that everything is working again on your end. Have a good day!

Hi, thanks for the reply but none of this worked. I have tried 3 different browsers, and tried it on my phone, as well as clearing the cache. Each time I test it, it has changed the toggle back to off. 

Good morning, @Ellen3360. 

Thanks for reaching back out and letting us know how those steps went for you. Let me point you in the right direction to get this resolved. 

Since the instructions my colleague provided didn't work for you, I suggest contacting our Customer Support Team for further assistance. Here's how: 

1. Go to the Help icon in the top right-hand corner. 
2. Hit the Contact Us button.
3. Enter your question and tap Let's talk. 
4. Scroll down and choose to Get a callback. 

It's that easy! 

Keep us updated on how it goes. I want to ensure that you're able to get this taken care of today. Have a great day!

Hi Candace, I tried that. The man I was talking to named Reymart had huge lags in the conversation of 10-15 minutes between responses. At one point he told me he would be right back. I assumed he was consulting with someone. He never returned. I had to log off 2 hours (started the chat at 9:10 am. I had to leave at 11:02) after it all began because I had a meeting. I sent a message asking him to email me if he’d found an answer. I’ve gotten nothing from him. That was yesterday.  

Hey there again, @ellen 3360. 

I appreciate you coming back. 

Since you haven't heard back from the other agent, I recommend giving our Customer Support Team another call. The next agent should be able to pick up where the other left off and review your account. 

If you run into any trouble, just let me know. Wishing you and your business continued success!