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Super Explorer ***

Why doesn't an invoice with an open balance that is overdue not show up on overdue invoices report on dashboard?

The Overdue Invoice Report accessed via my dashboard in QB Online does not show all overdue invoices for the same period. 
For Example, the dashboard report shows unpaid invoices overdue within the last 365 days but a customer with a due date Jan 13 2018 has an open balance (partially paid though, if that makes the difference) yet that invoice doesn't appear on the dashboard report.

 

Any reason why this would be?

5 Comments
QuickBooks Team

Re: Why doesn't an invoice with an open balance that is overdue not show up on overdue invoices r...

Thanks for providing such detailed information, haskenazi1.


Let’s get these invoices’ balances fixed so you'll be back up and running.


The QuickBooks Online dashboard serves as a frontline overview of how your business is doing. Generally, the details that’ll show are based on the balances calculated from the back-end.


It’s possible the Automatically applied credit functionality was enabled from the Accounts and Settings page. Then, a credit memo was created for the customer which was unconsciously linked to the overdue invoice.


Here’s how you can double-check:

  1. Go to the Gear icon, then select Account and Settings.
  2. Choose Advanced from the left panel.
  3. Scroll down to the Automation section.
  4. If the Automatically applied credit was turned on, click the pencil icon.
  5. Then remove its check mark.
  6. Click Save and Done.

To remove the credit on the invoice:

  1. Go to Sales in the left panel, select Customers.
  2. Locate the name you need, in the Transaction List tab, open the invoice you’re referring to.
  3. Click the 2 payments made link below the Paid payment status.
  4. Open each of them. If you can see the Receive Payment with the Credit Memo, then remove its check mark.
  5. Click Save and Close.

Once done, go back to the homepage/dashboard. It should now see the missing overdue partially paid invoice.


That should do it! Let me know if you have other questions about the overdue invoices report. I’ll be around!

 

Super Explorer ***

Re: Why doesn't an invoice with an open balance that is overdue not show up on overdue invoices r...

Thanks for your reply but this does not apply to me as "automatically apply credit" was not turned on. any other ideas?

QuickBooks Team

Re: Why doesn't an invoice with an open balance that is overdue not show up on overdue invoices r...

I appreciate you getting back to us, haskenazi1.

 

Thanks for clarifying your concern. I'd like to help you some more regarding the invoices with open balance not showing on the dashboards overdue invoices.

 

I've replicated this on my end to check if we have the same results. The Overdue Invoices Income report on the dashboard should show all the overdue invoice transactions including partially paid invoices.

 

Since you mentioned that the automatic apply credit feature is not turned on, we can try checking the status of the invoice by going to the Sales tab. This is to make sure it has the overdue status.

 

Once everything is verified but you're still having the same issue, I recommend you get in touch with our Care Support Team. We'll want to take a closer look and open an investigation to better isolate this concern. 

 

Don't hesitate to reach out again if you need help with handling invoices. I'll be around for you.

Not applicable

Re: Why doesn't an invoice with an open balance that is overdue not show up on overdue invoices r...

I have the exact same problem.  The automatically apply credit is also not turned on  and my invoice does not have a paid stamp or 0 balance.

Highlighted
QuickBooks Team

Re: Why doesn't an invoice with an open balance that is overdue not show up on overdue invoices r...

I can help you sort this out, @sdevore1.

 

Let’s perform the following troubleshooting steps to isolate this for a possible browser related:

  1. Access your QuickBooks Online account using an incognito or private browser. Kindly use either of the following shortcut keys:
    • Google Chrome, press CTRL + Shift + N
    • Mozilla Firefox: press CTRL + Shift + P
    • Internet Explorer: Press CTRL + Shift + P
    • Safari: press Command + Shift + N
  2. If you’re able to able to print your estimates, you may want to clear the cache of your regular web browsers.
  3. If the issue persists, you can use other web browsers.
  4. Also, to check any issues with your browser’s health and its compatibility with QuickBooks Online you can use the Browser Health Checkup Tool.

To learn more about resolving printing-related errors in QuickBooks, you can check these articles:

Feel free to click the Reply button if you have other questions. I’m always here to help.

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