Hello there, @hello129.
The Automatically apply credits option should still be available in the Account and Settings' Advanced menu in your QuickBooks Online (QBO) account. Let's perform some troubleshooting steps to help fix this unusual behavior of the system.
There are times that the browser is full of frequently accessed pages, thus causing some uncommon responses. To isolate this, you can log in to your QuickBooks Online (QBO) account using a private browser (incognito).
Once signed in, go to the Gear icon, select the Account and Settings menu, then go to the Advanced tab to activate to turn on the Automatically apply credits option.
If it works, return to your default browser and clear its cache and cookies to refresh the system. This will also remove the older data which can potentially cause viewing and performance issues. However, if the issue persists, I'd recommend using other supported browsers to enable the said feature.
In case non of the suggested steps above worked, I'd recommend contacting our QuickBooks Online Support team. They can further investigate the behavior of your account and can guide you with its resolution.
To view the complete list of your customer credits, you can pull up the Transaction List by Customer report. Then, customise it to filter the Transaction type to display the Credit note for each customer.
Please let me know if you have other concerns. I'm just around to help.
Having the exact same issue. Deleting browser history, switching to a different (supported) browser, and using incognito mode hasn't helped. Reached out to customer service and they told me they closed my case under escalation INV-51011. Still no news (I was told I would receive an automated email). Have you had any luck?
Thank you for taking the time to post in the Community. Let me share some updates about the missing option in QuickBooks.
The investigation is still open, and our team has not declared a specific time-frame for the complete fix. Rest assured, the engineers are doing their best to fix and prevent this from happening again.
In the meantime, I recommend applying credit notes to invoices manually. Here's how:
Since there's no update yet, it may be the reason you haven't receive notifications via email. You can also follow up by contacting our QuickBooks Support Team.
If you still have the case number, that would help streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.
For more information, as well as how to apply a delayed credit, I recommend the following article: Create and apply credit notes or delayed credits in QuickBooks Online.
Thank you for your patience while our engineers are working on the resolution of this problem. I'm just a post away if you have any other questions.
Good day to you as well, ED.
I'm here to clarify things out.
Currently, this is working as designed. We rolled out some updates for a proper workflow. What you can do to record the credit is to create a Credit Note. This helps immediately reduce a customer's current balance.
Here's sample screenshot for a visual guide:
Then, apply the credit when you make a receive payment. Here's an article for more details: Create and apply credit notes or delayed credits in QuickBooks Online.
Kindly update me if you have any follow-up questions or other concerns. Take care and stay safe!
Thank you for the feedback.
However, when I create credit note and want to add an invoice from the selection option on the right hand side it gives me a failed message. See first picture on the attached document. Then I would select a different customer and the invoice will pull through fine into the credit note (see second picture). What can be the reason for one to fail and for another to work?
Is there any troubleshooting options we can try and see what the problem might be?
I'm here to make sure we get this sorted out, @ED777.
Issues like this can be the result of outdated or corrupt cache files in your web browser. Browser caches help speed up basic browsing that allows you to save more time when loading repetitive images or information. However, it can impact processes and cause this unexpected behavior when your browser accumulates too much historical data. Not to worry, you can clear them in just a few easy steps.
In the meantime, we can start by accessing your account through an incognito window to rule out the possibility of a webpage issue. You can refer to these shortcut keys to open an incognito window in all supported browsers:
If it's responsive, I recommend that you clear its cache. By clearing the browser's cache, you can remove that historical data and access QuickBooks with a clean slate. You can also try using a different supported browser to check if this has something to do with your browser.
For additional reference, you can check these articles for more insights about applying a credit memo:
Let me know if this helps you apply that invoice to the customer's credit note. I'm here to ensure everything is resolved. Have a good one.
Thank you for your feedback. I do not think this is a browser issue but I did try your suggestions but it did not work. I did some further testing on when the invoices fail to add to the credit note and I did pick up a trend where there is a non monetary/product line item in the invoice itself then it fails to add to credit note. Can that perhaps be a valid reason for the failure?
Looking forward to your feedback.
I appreciate the updates that you gave regarding the steps that you've tried, @ED777.
I want to make sure that you'll be able to get past the error that you receive when trying to add a credit note to the invoice in QBO.
To help verify the reason behind this behavior, I recommend reaching out to our Customer Care Team. They have the necessary tools that can investigate the root cause of this matter and apply a fix.
To do that:
On the other hand, to get your work done, I'd suggest applying the credit note from the receive payment section.
For more insights about managing credit notes in the system, you can always utilize this link: Create and apply credit notes or delayed credits in QuickBooks Online.
Please let me know if you have questions with this or with QBO. I’ll be here to help. Wishing you the best!
We also have this issue. Manually applying credit memos is a serious waste of time - it takes very long to apply multiple credit memos, especially because the invoices go out automatically without existing credits pre-applied. This confuses customers when we apply credits after the fact, especially if they PREPAID their account and then receive an invoice saying X amount, when they have that precise X amount already in credit. We need this feature back urgently.
Welcome to the Community, Alexandra54.
I'd like to help and make sure you turn off the automation feature in QuickBooks Online.
You can turn the auto-apply feature in just a few steps. I'll show you how to do it.
That should get you back on track. I'm also adding this article for more info about handling credits in QuickBooks Online: Create and apply credit notes or delayed credits in QuickBooks Online.
Just click the reply button below if you still have other questions about payments and credits. I'll be here to answer them. Keep safe.
thanks but, I've tried that but it still doesn't work. For example if I do an inhouse payment when I go to the invoice list, invoice are automatically checked along with the credits.
I don't to ever use the credits so how do i stop that from happening.
I appreciate you getting back to us, Alexandra54.
Since the troubleshooting steps that they've provided didn't work, I'd recommend calling our QuickBooks Online Support to have this investigated.
Unlike in this public forum, they have the tools required to perform any escalations in the system whenever necessary on your behalf.
In the meantime, as a workaround, you can manually remove the credits by unchecking them when recording an invoice payment.
Please be reminded that our Support Team is available from 6:00 AM until 6:00 PM on weekdays, and from 6:00 AM till 3:00 PM PT on Saturdays. Here's how to contact us:
1. Click the Help (?) icon.
2. Choose Contact Us.
3. Enter a brief description of your situation in the What can we help you with? area, then click Let's talk.
4. You'll be presented with a few options for connecting with Intuit. Select Get a call.
You might want to visit the following write-up: Sales and customers. This will provide you links on how to manage your company income as well as sales in QuickBooks Online.
Keep me posted if there's anything else you need. I'll be here to provide additional assistance. Have a great rest of your day.