Welcome to the Community space, lamice_nassoura-.
I can think of a few reasons why this happens. Let's check some information to figure out what's causing the incorrect balance due.
Have you created a credit note transaction for that specific customer? If you're unsure, let's check if there's a payment applied to that receipt or invoice. I'll show you how.
If this is the case, you can also disable the Automatically apply credits feature.
If the issues persist, you can provide a screenshot of the receipt forms or invoice so we can further help you.
For future reference, I'm adding this article to help you if you need to find some missing payments in QuickBooks Online: Find missing payments you want to deposit in the Bank Deposit window.
Don't hesitate to post again if you need further assistance with invoice or receipt forms. We're always here to help you.
Hi there, @lamice_nassoura-. I've got some information that I'm sure you'll find helpful about custom forms.
In QuickBooks Online, we can only create and customise invoice, estimate, and sales receipt templates. Your attached file is a Receive Payment form. This form is used when a customer pays you for an invoice you previously recorded. A sales receipt is used when your customer gives you immediate payment. Feel free to read this article for more info: What is the difference between an invoice, sales receipt, bill, and statement?.
If you'd like to show your customers their outstanding balances, you can send them a customer statement.
Visit us again and post a comment below if you need more help with personalising your sales forms. I'd be happy to help. Stay safe, @lamice_nassoura-.