When I select 1 invoice and 1 credit on Receive payment, it is not working because the credited amount is added rather than deducted. Can you fix this bug?

MK777 · ‎September 29, 2023

I know this should be submitted as a bug to Quickbooks, but I cannot do that because I am using Quickbooks Global from the timezone completely opposite of Canadian time. I cannot find any email address/online form to submit problems to Quickbooks.

ChristineJoieR · ‎September 29, 2023

Thanks for sharing this with us, @MK777. I understand you're unable to utilize the credits under the invoice section in the QuickBooks Online account. Let's resolve this so you can successfully add the credits to your client's invoices.

Let's try to use an incognito window to see if the option will work there. If you can apply the credits from there, we can try to clear the browser's cache from your regular browser.

Here are the shortcuts to incognito browsers:

Google Chrome: press Ctrl + Shift + N
Microsoft Edge: press Ctrl + Shift + N
Firefox: press Shift + CTRL + P

Furthermore, the cache can interfere with and affect the functionality of QuickBooks and result in missing tabs and features thus clearing the cache to lessen issues that arise when using QuickBooks.

Furthermore, to customize the reports mentioned above, you can modify the date range, and grouping of information. Navigate to the top of any report and make the desired changes. If you want to explore additional customization options, you can select the "Customize" option. Visit this page for your guide:

Thank you for reaching out to us and allowing us the opportunity to assist you in resolving the error. We understand the frustration and inconvenience that errors can cause. We are committed to providing you with the best possible solution.

MK777 · ‎October 01, 2023

Thank you for your reply. I tried the 'Receive Payment' in Incognito (on Edge), but it didn't work. The behaviour of the program is exactly the same as what I see on non-Incognito I think.

When I select 'Receive Payment' and select a client, I get the list of open invoices and credit notes. I selected 1 from the invoice and 1 from the credit note. Total amount received is NOT calculated automatically to invoice minus credit note, so I had to deduct the credit note amount from the total amount received.

When I save the above, the credited amount is recorded as an unpaid amount against the invoice. Therefore, I am seeing the below description on the invoice with invoice NOT being paid fully.

Overdue 11 days

Partially paid, ₱48,706.56 due

When I open the payment, the credit note is NOT ticket. When I add a tick to the credit note amounted 48706.56, nothing happens. Total amount is not changed. It's impossible to add payment in this way because we always have a bit of credit note attached to every single invoice we get paid for.

Daniela_A · ‎October 01, 2023

I know this whole situation has to be so hard on you, @MK777

I understand that you have encountered an issue with recording payments. However, I would like to inform you that what I have replicated here on my end, is successful. This suggests that the issue may be specific to your setup or configuration. I recommend reaching out to our support team so that they can assist you in troubleshooting and resolving the problem through screen sharing.

Here’s how:

Sign into your QuickBooks Online account.
Go to the Help (?) menu.
Select the Search tab, then click Contact Us.
Enter brief concerns in the field.
Tap Continue.
Click the Chat or Callback option.

Our support team may take some time to get in touch with you due to the high volume of calls and chats. Rest assured that as soon as there's an available person, they will call you back. To ensure that you'll be assisted on time, please see our support hours.

Lastly, I've also included this reference for a compilation of articles you can use while working with us: Know where you stand financially.

I'll be around in case you need further assistance about recording payments in QBO. Simply leave a comment below, and I'll get back to you. Keep safe.

MK777 · ‎October 03, 2023

Thank you very much. Yes, I think it’s a fundamental feature on an accounting system and I cannot believe that this is actually happening.

I have tried to contact the help desk, but I am in Australia using Global version of Quickbooks because we are bookkeeping for a company in the Philippines. I am always forwarded to help desk in Canada and their office hours is while I am sleeping. I never be able to get a direct help from Quickbooks. That’s why I posted this here.

do they provide support via email?

Mayumi

Kurt_M · ‎October 03, 2023

Hello there, @MK777.

We understand the urgency of this matter and that this isn't the experience we'd want you to have with our Customer Care Team. Please know that we don't provide a support email address in this thread due to security purposes. You'll want to contact our support team so they can confirm your details and provide you with the help you need to get through your current situation. We'll write down the steps to get you going:

In your QuickBooks Online company, select (?) Help.
In the search bar: Type a question, keyword or topic for QuickBooks Online Accountant self-help content or select Contact Us, type a question and Continue. Choose Start a chat with a QuickBooks support expert online.

See this page for more details: How and when can I contact QuickBooks Online Accountant support?

Furthermore, here are some articles to help you manage your clients, and their books using QBOA:

@MK777, you can visit the Community space anytime and let us know how it goes. Also, you can post here again if you have other questions related to the program or a task you'd like to accomplish. We've got your back, and we'll make sure to respond right away. Take care, and have a good one!

MK777 · ‎October 03, 2023

thanks,

I am on chat now.