What software are you using? Quickbooks I'd assume? It sounds like the payment was received into the system but never correctly applied to the invoice. To verify this, go to where you can see the actual invoice, and double click on it, or search for it and then open it up. Once open, at the top of the invoice you have a "history" button. Click that and you should see the payment that was applied to the invoice, if it ever was, it would be listed right there. If there is nothing listed, then for sure it was never correctly applied.
The easiest way to fix this is to just go to Customers at the very top, then Receive Payments. Then hit the PREVIOUS button at the top left to go back through the payment. Do this until you come to the payment that was received for this invoice. It will tell you how it was applied to the invoice / invoices, if it ever was. It should be as simple as just clicking the check mark next to the invoice you want to pay, or tracking down what it in fact did pay. It's possible to receive a payment and never apply it to anything, which is what sounds like what has happened.
Thanks much, let me know if this doesn't get it fixed up. I will be glad to help more.
Tim
It shows you rejected my solution, which means I can no longer help you further, which is a shame. There are many more things we could have tried. I wish you would have just replied and not rejected the solution.
That is alright though, good luck,
Tim
Its ok, if possible you can try accepting my answer / solution and I will continue to help you. If so I can keep helping you til it's solved
Tim
Ok well if possible please accept my solution here and I can continue to help you, but otherwise I can't :(. Hopefully it gives you an accept this solution option and we can get it figured out..
Tim
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I have tried the solution you suggested. The payment has been applied correctly. It seems as though there is damaged data in the invoice and that it is arbitratily doubling the amount of the invoice, hence it shows this amount outstanding in the a/r.
Sorry Tim, I didn't mean to reject you - I thought your solution was the only one and that I didn't have the option to talk to you again. My apologies. I have never used this website before.
Karen
HI again: I have tried this (several times), as per the instructions from Quickbooks support in India (or whereever). My accountant's support staff suggested the same thing. Which I did. I'm not trying to be rude, but have used QB for approx. 8 yrs. and am quite experienced with the program.
My accountant has entered a y/e entry (July 31st) to back the amounts out of the G/L, but of course this doesn't fix the A/R. When I produce an Open Invoice report for this customer it shows the invoice still outstanding, but doesn't show the amounts, but it totals it. When I open the receive payments window, it shows that the payments have been rec'd but the amounts are still outstanding.
QB support suggested that I cancel my deposits, (11 months), cancel the payment rec'd, cancel the original inv., re-enter the invoices, etc.... this sounds okay in theory, but then I'm dealing with Bank Rec's, GST submissions, etc. from last Nov. to July 31st. I am certain it is damaged data in this one particular invoice because I did do this procedure for the month of August and it worked - going forward, my entries for September worked fine as well.
Thanks, Karen
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