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Level 1

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

 
9 Comments
Moderator

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

It's great to see you here, @aklotz,

 

Unexpected behaviors in QuickBooks Online can be brought about by issues in the web pages. Have you tried opening your account in private browsing and see if it's still showing the same behavior?

 

This method prevents cookies from being stored on your computer, making it a great place to identify browser problems.

 

Use any of these keyboard shortcuts depending on the browser you're using:

 

Google Chrome: press Ctrl Shift N  
Mozilla Firefox: press Ctrl Shift P
Internet Explorer: press Ctrl Shift P
Safari: press Command Shift N

 

In the incognito window, make sure the Automatically Apply Credits option is ticked. Here's how:

 

  1. Go to the Gear icon, and select Account and Settings.
  2. Tap the Advanced menu then click on the Automation section.
  3. Mark the checkbox for Automatically apply credits
  4. Hit Save then Done.

The following is a screenshot to serve as a visual reference:

 

 

If it works, clear the browser's cache. This removes the history or log files so you can start with a clean slate.

 

However, if you already tried this and still getting the same odd behavior when cutting checks, I highly recommend contacting our Support Team. You can report the problem to our representatives so they create an investigation for your account and run some diagnostics to fix it.

 

Here's how to get support:

 

  1. Click the (?) Help menu at the top right section of your QBO Dashboard.
  2. Tap the Contact us button.

 

Let me know the result once you've tried the steps. I want to make sure you're able to work with QuickBooks at its optimum. If this requires additional help, let me know by clicking the Reply button below. It's my pleasure to help at any time. Have a lovely week ahead! 

Level 1

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

Yes, I have done this.  I have tried different web browsers as well.  This has been going on for 3 weeks and it is creating a MUCH longer invoicing process for me.

 

This process was actually recommended by a QBO rep and when speaking with him on the phone, it was explained that this may be temporary but it could be permanent.  It still is not working a week after having this conversation.  

QuickBooks Team

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

Thanks for performing the troubleshooting steps, aklotz.

 

I have another troubleshooting steps to share. We can try to turn off the Automatically apply credits feature then turn it on again to fix this issue. You can follow the steps below:

  1. Click the Gear icon.
  2. Under Your Company section, select Account and Settings.
  3. Select the Advanced menu.
  4. Under Automation, turn off the Automatically apply credits feature.
  5. Hit Save, then turn it on again.
  6. Hit Save.

If the same thing happens, I recommend contacting our QuickBooks Customer Care Team. This way, our engineers will investigate this issue and run some tests to fix it.

 

Here's how to contact support:

  1. Select Help (?) at the top right.
  2. Click the Contact Us button.
  3. Enter a brief description of your concern.
  4. Hit Let's talk.
  5. Select Get a callback or Start a chat.

You refer to my screenshot below:

 

Help.png

 

Check out these articles that will help you manage your invoices:

If you have any other concerns or questions about invoicing, just reach out to me and I'll be glad to help.

 

Level 1

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

I should have mentioned that I have tried this as well without luck.  I have tried to just turn off and then turn on and then I have tried to turn off, log off, and then log back in and turn it on in both a regular session and an incognito session. 

 

QuickBooks Team

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

There is one thing we need to check, aklotz.

 

I'd like to verify first if you've recorded the credits as deposit. If so, we need to make sure that you've selected the Accounts Receivable (A/R). It won't reflect as credits if the affected account isn't A/R.

 

Let's open the deposit so we can check it. You can also go to the customer's profile to easily locate it.Deposit.PNG

 

You can also manually link the credits to the open invoices. Let's record a payment so we can apply it:

  1. Go to the Plus icon and select Receive payment.
  2. Choose the correct Customer. Select the invoice you'd like yo pay and enter all details needed.
  3. Select the available credits on the Credits section.
  4. Hit Save and close.Deposit 1.PNG

We'll be right here if you need more assistance.

Level 1

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

Yes, we are recording the deposit properly.

 

I order for me to apply the payment to an invoice is to create the invoice and save it.  Get out of the invoice, go into the customers account, click on the unapplied credit, and apply to the invoice.  

 

We einvoice therefore this is extremely tedious to do every single time and rather time consuming.  I know that the deposit is being applied properly because if it wasn't, it wouldn't appear in the customer file as an unapplied amount.

 

I just need to do know when this is going to be fixed.  I can't taken an answer of "undisclosed amount of time" as an answer.  

QuickBooks Team

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

Hi there, @aklotz.

 

Thank you for coming back to us in the Community.

 

As I've checked on this thread, you used a bank deposit to apply for the credits in the invoice. In which you have to go in a long process.

 

I suggest using a credit memo. This way, you can apply the credits automatically to an invoice.

 

Here's how:

  1. Go to + New and then select Credit memo.
  2. Enter the amount and the right customer.
    CM2.PNG

  3. Hit Save and close.

If you have ticked the box on Automatically apply credit and you have an existing invoice, the credit will automatically assign on the same customer (The setting is applicable for credit memo and vendor credit).
CM3.PNG

Then, you'll see the credit as paid after applied to an invoice.
CM4.PNG


You can use this article on how to apply a credit and delayed credit: Enter and apply a credit memo or delayed credit.
 

You may use this link to remove a credit from an invoice or bill: Remove or unapply a credit from an invoice or bill. It includes ways on how to remove a vendor credit from a bill.
 

Please get back to this thread if you need anything else. We're always here guide and assist you. Take care!

Level 1

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

Let me explain our process: 

 

Our clients send us a deposit at the time that the service is booked, typically $750.00 or $1,000.00.  We will apply the payment we received for the deposit to the customer account.  That then creates a credit on the customers account.  The service (Retreat) happens, sometimes, months later.  AFTER the retreat takes place, we create an invoice for the remaining balance and send the einvoice to the school for payment.  Up until the beginning of this month, that credit for the deposit that they paid, would automatically apply to the invoice.  It is not longer doing that.  

 

We now have to create an invoice, go back into the customers account and click on the credit to open, then click on the invoice that we need to apply the credit too.  Go back into the invoice and send to the School.  This creates so much more work on our end for a function that is offered by QBO to NOT work.

QuickBooks Team

Why when creating an invoice, the credits on the customers account do not apply automatically although the option to do so is on in our settings?

Thanks for the clarification and for going through the steps above, @aklotz.

 

Let's try to delete and recreate the credit. This is to refresh the transaction and automatically apply the credit to the invoice. Let me guide you how.

 

In your QuickBooks Online (QBO):

  1. Go to the Sales menu.
  2. Select the Customers tab.
  3. Click the customer you need to apply the credit.
  4. In the Transaction List tab, click the Credit Memo transaction.
  5. Copy the information.
  6. Once done, click More and select Delete1.PNG

Once done, create a Credit Memo. If the issue persists, I recommend reaching out to our support team. They have the tools to check your account securely and further investigate this. 

 

To reach them, you can refer to the steps provided by my colleague @KlentB.

 

You can also check this article in case you want to learn how to customize invoice in QBO: Customize your invoices, estimates, and sales receipts in QuickBooks Online.

 

We're just a post away if you need further help. Take care!

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