Why are my customers Credits not loading/showing under the Receive Payment Screen?

I'm here to make sure you're able to manage customer credits in QuickBooks Online (QBO), @Terrilum.

When credits not showing under the Credits section on the Receive Payment screen, this may be because QuickBooks automatically applied them to your customer's balances or open invoices. You may have turned on the Automatically apply credits feature to do this for you.

You can turn off the said feature if you want to decide which open invoices you want to apply credits to. Here's how:

1. Go to the Gear icon and select Account and settings.
2. Choose the Advanced menu.
3. Select the Automation section to edit details.
4. Turn off Automatically apply credits.
5. Click Save, then Done. 

In case the said feature is already turned off, but your customer credits still won't show under the Credits section on the Receive Payment screen, this error can sometimes be caused by the browser's overtime collection of data from frequent page visits. To isolate this matter, you can perform some troubleshooting steps.

You can start by pulling up your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

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

Once signed in, go back to the Receive Payment screen and apply credits to your customer's invoices. You can also refer to this article for the detailed steps: Create and apply credit memos or delayed credits in QuickBooks Online.

If you're able to do so, return to your default browser and clear its cache. This will refresh the system and remove older data that causes viewing and performances issue. However, if this matter continues, I'd recommend using other supported browsers.

Then, I'd recommend pulling up the Transaction List by Customer report. This way, you can effectively monitor your transactions (income and expenses) for a specific customer. To do this, go to Sales and customers, a section from the Reports menu's Standard tab.

Additionally, to further guide you in managing customer credits and other income transactions using QBO, I encourage you to check out this article: Sales and Customers Help Articles for QuickBooks Online. It also includes topics about managing payments and customizing sales forms, to name a few.

Please don't hesitate to let me know if you have other concerns about managing customer credits and income transactions in QBO. I'll gladly help. Take care, and I wish you continued success, @Terrilum.