Forum Discussion

Clinton_ELA's avatar
Clinton_ELA
Experienced User
3 years ago

Sales Invoice shows a Negative Balance but is not shown in Returns and Credits tab

I have a Sales Invoice with a Negative Balance showing in the Amount Due section, but the credit does not show in the Returns and Credits tab.   Whats is causing this issue and how can it be fixed?...
  • Clinton_ELA's avatar
    Clinton_ELA
    3 years ago

    There was no Window pop up message about the credit when we change the order to an invoice.

     

    Ive sent the serial number details in a private message.

Clinton_ELA's avatar
Clinton_ELA
Experienced User

Hi Samara

 

In the attached file you can see the invoices listed in the Open Invoices tab.

It shows TWO open invoices.

 

The first invoice had the FULL deposit applied against it when the order was turned into an invoice.

 

In the Open Invoices tab, it shows this invoice has a DUE amount of USD3635.40, but when you open the invoice as shown on page 2.  It shows there is a NEGATIVE amount due of USD807.60 with an APPLIED to Date amount of USD4443.

 

The invoice value was USD3635.40 and the amount paid was USD4443.

This should have given me a Credit amount of USD807.60, but this amount is NOT listed on the RETURNS & CREDITS tab. And that is the problem.

 

The credit amount can only be seen when you open the invoice (page 2).

 

Page 3 shows the transactions after clicking the HISTORY button.

 

I need to get the credit amount onto the RETURNS & CREDITS tab so that I can settle the 2nd invoice shown on page 1.

 

Let me know if you need more details and if you can suggest a fix.

 

Thanks,

SamaraM's avatar
SamaraM
Former Staff
3 years ago

Hi Clinton_ELA 

 

Thanks for providing that additional information. As another point of troubleshooting could you try the following:

  1. Take a Back up of your online file then Restore the backup to the AccountRight library on your computer. 
  2. Create a payment for that invoice as a test e.g. Just put the payment as $1.
  3. Check the Returns & Credits tab and see if that credit has been created.
  4. If you do see it, can you delete the original payment and re-enter it.
  5. If that then comes through, then do the same on your live file. 

 

Let me know how you go, and if the above does not work, could you send a screenshot of the Returns & Credits screen?

 

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

  • Clinton_ELA's avatar
    Clinton_ELA
    Experienced User
    3 years ago

    Hi Samara

     

    I tried your suggestion but it still did not put a credit amount into the Returns & Credits tab.

     

    All that happen is the Credit amount shown at the end of the invoice changed from -807 to -808.

     

    Attached is a screenshot of the "Open Invoices" Tab and the "Returns & Credits tab", plus the invoice with the issue.

    • SamaraM's avatar
      SamaraM
      Former Staff
      3 years ago

      HI Clinton_ELA 

       

      Thanks for sending that through.

       

      Can I also check when you applied the payment, did it come up with a window saying "You have outstanding credit memos on file with this customer" ?

       

      Can you also respond with the last 4 digits of your Serial Number?

       

      If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

      • Clinton_ELA's avatar
        Clinton_ELA
        Experienced User
        3 years ago

        There was no Window pop up message about the credit when we change the order to an invoice.

         

        Ive sent the serial number details in a private message.

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