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kayann714
Level 2

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

My customer does not have a shipping address in their information. Then, I make an invoice and QBO populates "shipping address" with their display name, but no address. When I go to save the invoice it gives me an error saying "can't calculate shipping based on address". What????
Solved
Best answer June 16, 2020

Best Answers
RenjolynC
QuickBooks Team

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

Thanks for getting back to us, kayann714.

 

I have a solution on how we can remove the customer's name in the Shipping Address box. The system may have remembered some information added before removing the shipping details in the customer's setup. 

 

What we can do is check the Shipping address box in the Customer Information window, and save it. Then, create an invoice and manually remove the information. Please see this sample screenshot:

 

invoice1.JPG

 

Once done, go back to the Customer Information window. Un-check the Shipping address box and remove the address then click Save. When you create an invoice, the customer's name is no longer showing in the Shipping to field.

 

invoice2.JPG

 

Please let me know if you need more help. I'll be around to help you some more. Take care and stay safe.

View solution in original post

5 Comments
AileneA
QuickBooks Team

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

You've come to the right place, kayann714. 

 

QuickBooks Online calculates the tax rate based on multiple pieces of information, such as the physical address of the business and the address on the invoice/sales receipt. The following article provides additional insight into this feature and steps to see how the rate is being calculated: Set up and use Automated Sales Tax

 

Let's also ensure you've set up the customer's Shipping address. This is to calculate the location of sale based on the address you're shipping from and to. 

 

To isolate this, please create a test invoice to check the calculation of the sales tax and the agency:

 

  1. From the Plus (+) icon, and select Invoice.
  2. Select the Customer’s name and enter the email.
  3. Under Product and Service, choose the product and enter an amount.
  4. Make sure that box under Tax is checked, then click the Sales tax link. 
  5. Review your tax agency and standard rate. Then, click on Close once you're done. 

 

tax s.PNG

 tax s1.PNG

 

Otherwise, I recommend following more troubleshooting option through this link: Default customer sales tax rate in QBO.

 

After following these steps, the location of sale should calculate based on the customer's shipping address. 

 

Keep in touch if you need more help with your sales tax, or if there's anything else I can do for you. I always have your back and am always happy to help. Have a great day!

kayann714
Level 2

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

Thank you.  I should have clarified, I don't want there to be a shipping address, we aren't shipping!  lol. So, my customer's information ONLY contains their billing address.  The sale should therefore be based on our location (default tax rate).  This is right.  However, QBO is automatically populating their display name in the shipping address on their invoices.  Why does it do this first of all, and then, when I save the invoice I get the error message that it can't calculate the shipping because there's no full address.  How do I make it stop entering their name in the shipping address box?  We aren't shipping, this should be blank.   I have this on 4-5 of my customers and I can't figure out why.  It's so strange because when you go look at their information the shipping address is indeed blank!

kayann714
Level 2

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

I should be more clear, sorry...

 

I am not shipping.  The customer's information does not contain any shipping information.  I want their invoices to have tax calculated based on our location, so I want the field blank.  However, QBO is populating their display name into the shipping address box all by itself.  Then, because it's not a full address I'm getting the error that it can't calculate the correct shipping.  This is fine since it is then using based on location, which is correct.  However, it's very annoying!  Why is it populating that field?  I have these strange things on several customers.  It will also populate a shipping address on invoices for no reason.  And, in one customer's information I can't even delete the shipping address.  I delete it and it just stays there.  I have unchecked the box as well that says "same as billing".  Why can't I delete it?  

RenjolynC
QuickBooks Team

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

Thanks for getting back to us, kayann714.

 

I have a solution on how we can remove the customer's name in the Shipping Address box. The system may have remembered some information added before removing the shipping details in the customer's setup. 

 

What we can do is check the Shipping address box in the Customer Information window, and save it. Then, create an invoice and manually remove the information. Please see this sample screenshot:

 

invoice1.JPG

 

Once done, go back to the Customer Information window. Un-check the Shipping address box and remove the address then click Save. When you create an invoice, the customer's name is no longer showing in the Shipping to field.

 

invoice2.JPG

 

Please let me know if you need more help. I'll be around to help you some more. Take care and stay safe.

View solution in original post

kayann714
Level 2

Why does QBO enter customer's display name on their invoices? Then it can't calculate tax (because there's no address), then I get an error message.

This worked!  Thank you so very much!

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