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:
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:
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!
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.
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:
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:
You refer to my screenshot below:
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.
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.
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.
You can also manually link the credits to the open invoices. Let's record a payment so we can apply it:
We'll be right here if you need more assistance.
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.
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.
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).
Then, you'll see the credit as paid after applied to an invoice.
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!
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.
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):
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!