Why does my invoice say there is a payment scheduled, when the invoice is now overdue? Why hasnt the payment been made, if it was scheduled?

Hi there, @Zenkitten. 

I'd be glad to share insights into why you see the Payment Scheduled status in the invoice activity section.

It could be that your customer set up a Schedule Pay directly from their invoice. However, the payment schedule was set after the invoice due date or it was declined. This is why the transaction shows as overdue and no payment has been made even though it was scheduled. 

To verify if Schedule Pay is set up for an invoice, let's view the Activity Tracker:

1. Go to the Get paid & Pay or Sales menu and select Invoices.
2. Find the invoice you want to check the payment status.
3. Click the status field of that invoice to bring up the activity tracker.

Customers can cancel Schedule Pay by clicking the Cancel payment link in their Schedule Pay confirmation email. After canceling, they can schedule a new one or pay the invoice immediately.

For additional info, check this article: How to set up a scheduled payment for an invoice in QuickBooks Online.

If you have recurring invoices in QuickBooks, your customers can also set up Autopay. This way, their payments will be processed automatically for future recurring invoices.

Moreover, you can customize your sales transactions in QBO. It will let you decide what info your customers see and only add the details that matter most to your business.

If you need further clarification about invoices with Payment Scheduled status, add them to the thread. I'll be here to answer them for you. Have a good one.

Thank you for your reply. I went to account settings, payments, manage account, and then transactions for this week and it shows the payment was declined. I have received a payment from this customer in the same way earlier this month and it was instantly funded. Am I safe to assume it’s an issue on their end then? Although I’m still unsure on why it still says the payment is scheduled, if it was declined. 

Thank you for your reply. I went to account settings, payment, manage account, and then transactions. It shows that the payment for yesterday was declined. Am I safe to assume that the issue is on their end? I’m also still confused on why it still shows me the payment is scheduled for the overdue invoice, if it was declined. 

Hi, Zenkitten.

I take that you encountered issues with your invoice and receiving payment. I'll explain what may cause this and provide tips to avoid experiencing the problem again.

Usually, when an invoice shows declined, you'll receive an email notification consisting of reasons why the transaction is overdue despite setting up a schedule. I recommend checking your inbox or spam if you receive this to determine the causes so you can notify your customer.

In addition to that, there are several possible reasons why this issue occurs. I've listed them below.

• Invalid account number
• Expired credit card
• Overlimit or past due
• General decline, no other information provided by the processor
• The issuing bank will not electronically authorize the credit card
• Billing Address in QuickBooks Online does not match the address on your statement

That said, I've added some tips and steps you can take to resolve the issue:

• Make sure the credit card number and verification code (usually on the back of the card) are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
• In addition to the credit card number, you need to enter a verification code. For most cards, like Visa, Mastercard, and Discover cards, it's the 3-digit code on the back of the card. For American Express, it's the 4-digit code on the front of the card.
• Please ensure no special characters or spaces in the credit card number or other data fields.
• Use the customer's address from the US USPS website.

For additional information, please read the details from this link: Fix customer's declined credit card payments.

I'm more than happy to help you again if you have more questions about managing your sales transactions. Would you like to learn more about other processes in QuickBooks? I'm with you every step of the way.