Hi there, @twp_espie.
Thanks for reaching out to us regarding your shipping fields concern. Let's get this sorted out and get you back on track.
There are a few things that we need to check to verify why shipping fields are now showing on your sales translation. First, we'll need to make sure that the Shipping option on your Sales form content information is off.
To do that:
I've attached a screenshot below to guide you with the steps:
Second, check on your Custom Forms Styles section and make sure that the Shipping box is unchecked.
To visualize this steps, please refer to the screenshot below:
However, if the issue persists after verifying the steps above, you can log into your account through the Private browser mode. This is to verify if the issue has something to do with your browser.
Here are the different keyboard shortcuts to open a private browser:
If it works fine, you can go back to your regular browser and clear its cache. Please follow the outlined steps in this article depending on the browser you're using: How do I clear my browser cache and temporary Internet files?
If you have any questions, please don't hesitate to let me know by posting a comment below. Have a wonderful day!
The same has been happening to us for the past few days. Shipping is turned off in our account settings and on the invoice settings. The fields will be gone initially, but as soon as I create and save an invoice, they reappear. To hide them, I have to open the invoice settings, check the Shipping box, and then uncheck it. Every single time I create an invoice.
It happens even if I use private/incognito mode on my browsers.
Hi there, @Anonymous.
Thank you for trying the recommended steps given above. I have some more solutions we can try to resolve your Shipping info field issue.
Let's check your default invoice template in QuickBooks Online. It could be the reason why the Shipping field keeps showing though it's turned off on your Accounts and Settings.
Try creating an invoice once more. If the same thing happens, I'd be best to get in touch with our Customer Care Team. They can initiate screen sharing session with you to investigate this further.
You refer to this article in getting their most current contact number: Get help with QuickBooks Online.
Keep me updated how it works for you. I'm here to help however I can.
I have the same issue and have for some time now. Any resolution on the shipping info showing on the invoice despite the settings set to NOT include shipping information?
In sending an invoice to your customers, make sure to select the customized invoice form style. Let me help you how.
Open an invoice transaction, then click the Customize option at the bottom of the page and choose the default form style.
You can refer to the screenshot below for your visual reference.
If you still get the same result, I recommend contacting our Customer Care Team. They have tools that can help them investigate further why you can't get rid of your Shipping field and help you from there.
You can always get back to us here in the Community if you have any other questions.