Customer overpaid - how do I carry over the balance?

If we don't use the bank feed how do we then clear up the bank feed? 

You can manually clear the transactions in the bank register, essiev. 

I've got the steps here:

1. On the left panel, click Accounting and select Chart of Accounts.
2. Find the bank account and click the Account history link under the Action column.
3. Click the Funnel icon above the Date column, and select the date you want to clear.
4. Click the Apply button.
5. Select the transaction and click the Reconcile status field (Indicated by a check mark) until it shows the letter C=Clear.
6. Click Save.

Here's a sample screenshot for reference:

After clearing all of the transactions, you can start reconciling the account. 

If you need more assistance, let us know and we will help you further. Thanks.

I have this same problem - a credit amount from an overpayment does not show up in the statement (transactional or otherwise) - the balance on the statement is incorrect, it shows the customer has paid less than they actually have! And QB dont seem to know how to solve this problem, their help line has been useless.

Hello FrankCA,

You can create a receive payment transaction to pay the invoice. Enter the full amount in the transaction, and excess will become a credit to the customer. That payment can also be a matching entry to your bank transaction. 

When you create a Statement, you'll want to select the Balance Forward to show the overpayment.

Please let me know if you have additional questions in mind.

Thanks for your prompt response JessT,

The Balance Forward statement does indeed show the correct closing balance and it shows the correct payment amounts including the overpaid amounts, however this statement format shows transaction line items and a running balance and not how payments received were applied to invoices - thats what the transaction statement shows. The transaction format is the one I want to use. But as I said before it does not show unapplied credit balances. 

Also, the transaction statement does not show ageing summary yet the other formats (balance forward and open item) do. Is this intended by design? (This is with the ageing summary option enabled under account settings).

Hi, @FrankC.

Thanks for the quick reply. I want to make sure you can send the transaction with the ageing summary to your customer. 

Yes, it's intended by design. Since the transaction statement doesn't show an ageing summary and unapplied credit balances, I suggest pulling up the Account Receivable Ageing Summary report. Then export to Excel or PDF and manually send it to your customer. This report shows an overview of your customers' outstanding balances, days per ageing, and number of periods. 

Here's how:

1. Go to the Reports tab on the upper left pane.
2. Enter Account Receivable Ageing Summary in the search box and enter. 
3. Click the Customise button located on the right side. 
4. Choose a period in the Report Period.
5. In the Filter tab, pick a specific customer under the Customer box. 
6. Hit Run report.
7. Tap the Export drop-down arrow, then select either Export to Excel or PDF. 

For more information about how to customise a report, please check out this article: Run an accounts receivable aging report.

Please browse through this article: Memorise reports in QuickBooks Online. This link guides you on how to find, edit, and delete a memorised report.

Let me know if you have another concern. I'm always here to help. Take good care always, FrankCA.

I would like to process a customers overpayment in the same manor as this thread.  However when I attempt to do so under "receive payment" the system will not let me enter an amount greater than that of the original invoice.

Hi @pleasedontmakeme,

Let's access your account via a private browser to check if it's browser-related or not. Let me walk you through how.

• Press CTRL+SHIFT+N for Chrome.
• Hold and press CTRL+SHIFT+P for Mozilla Firefox.

Then, go back to the Receive Payment page and enter the amount paid in the Amount received field (see image below).

If it's working fine, you can clear the cache of your regular browser. This process will delete the corrupted cache files in the browser that causes issues like the one with your receive payment. The steps are found at this link here: Clear cache and cookies to fix issues when using QuickBooks Online.

Additionally, you can create a customer credit memo to record the over payment. We also have a guide on how to record a customer refund just in case you'll need to. It contains detailed steps that'll work you through the process.

Please let me know in the comment section below if you have other questions or concerns. I'll be around to assist you every step of the way. Thanks for coming by and I wish you have a nice day ahead.

Its great to know that we can carry over, we were forced to post excess to an other income GL account at least we know now how to carry forward. Only quest now is, if you feeds setup, receipt is already on the feeds, meaning if I add manual receipt I have duplication and have to delete Feed receipt. Is there a way of making this functionality for carry over available on Feeds as well in additional to manual receipt?

Hello there, @mkalaluka. Let me help share information about carrying over your receipts in QuickBooks.

Currently, the function to carry over your receipts in your bank feeds and add them manually is unavailable. I can see how this feature would be helpful for your business.

Thus, I'll take note of this as a suggestion. On the other hand, you can send feedback to our developers. That way, they can review your suggestions and most likely include them in future updates. 

Here's how:

1. Click the Gear icon in the upper-right corner.
2. Select Feedback under Profile.
3. Enter your comments or product suggestions.
4. Click Next to submit feedback.

You can also see other suggestions and vote for this product feedback by going to this link: Customer Feedback for QuickBooks Online. 

I'll be sharing these resources that will guide you in uploading your receipts through email and how to categorise them into the correct accounts:

• Email receipts and bills to QuickBooks Online
• Categorise and match online bank transactions in QuickBooks Online

Please let me know if you have any other QuickBooks concerns. I'll be around to help you out. Take good care.

I had the same trouble. Finally figured it out now. You need to keep the 'extra' amount you received in 'Accounts Receivable' under the same 'customer'. Then it shows up correctly in the customer statements. I am talking about the 'Match' scenario in the 'Bank Transactions' menu, if you know what I mean.