When i go to receive a payment for one particular customer, the payment amounts are already pre-filled and puts in debits as well as the credits and adds to zero. Why?

Hey there, @joanne24.

Nice to have you here in the Community. 

In QuickBooks Online, the program is designed to make things easier for our customers. Such as auto-filling the received payments. However, this will only autofill if you receive the payment from an invoice. Otherwise, if you click the +New icon and choose to receive payment, it will not populate anything for you nor autofill it. 

You can turn this feature off. To do this:

1. Open your Settings menu, then choose Account and Settings. 

2. Click on the Advanced tab and scroll down to the Automation section.

3. Select the Pencil icon, then choose to turn off the Pre-fill with previously entered content by unchecking the box. 

4. Hit Save to save the changes. 

Please let me know if I can be of more assistance. I hope you enjoy the rest of your day!

I did that and it did show OFF but it still showed as populated.  (I went out and signed in again).

I just deleted everything and did it manually but not sure why it happens only to this customer.  I must be missing another setting.

Thanks!

Joanne

Hello there, @joanne24. 

Thanks for coming back for more support. Let's also ensure that the Automatically apply credits box is unchecked or off so the payment amount won't pre-fill or automatically apply credits to the next invoice you create for the same customer. Simply follow the same steps outlined by my peer above. 

In case the problem persists, I'd suggest you use a private or incognito window to identify if you're going through a browser-issue. If it works, that means it has something to do with your browser.

To resolve the issue, go back to your default browser and follow the steps to clear Intuit -specific cookies in this help article: Clear your cache. If none of the steps work, try using a supported, up-to-date browser. 

For future reference, read through this help article: Should I use an invoice or a sales receipt?. It will help you learn about when to create an invoice or a sales receipt to record transactions. 

Let me know if you have additional questions, @joanne24. We're always around here to help.