An account balance can be corrected by adjusting a payment on an invoice, editing or deleting a payment, or posting an offsetting payment. The method used depends on how the payment was originally added to the account. If it’s unclear how the balance was created, posting an offsetting payment will clear the balance and return it to zero.
How was the Payment Applied?
On the Invoice: Use this method if the payment was applied to the invoice. For Direct Ship or Guest Checkout invoices, either delete and re-enter the invoice or follow Option 3.
From the Payment Form: Use this method if the payment was posted outside of the invoice using the payment form.
I'm not sure (Clear Balance): Use this method if you've checked Options 1 & 2 and cannot find where the original payment was applied.
On the Invoice
Payments applied to the invoice can be adjusted to show the correct payment made at the time of sale. If payment was made after the invoice was created, we recommend posting a payment rather than editing the original invoice.
- Open the contact profile, and select the Account & Invoices tab.
- Under the Invoices section, locate the invoice where the payment was applied, then edit it.
- At the bottom of the invoice, under the Details tab, adjust the incorrect payment amount under the appropriate payment type (Cash/Check or Credit Card).
- Click Save to close the invoice.
From the Payment Form
Payments that were not applied to the invoice can be reversed.
- Select the checkbox to the left of the contact, then select the edit button
to open the profile, or from the Actions menu on the profile slideout, choose Edit Profile. - Select the Account & Invoices tab, then, from the Account section, ensure the Show all transactions checkbox is selected to view all payments.
- Locate the applicable payment, then select either the edit button
or from the Account section header select the delete button
. - If the payment is being edited, when finished, select OK.
- If the payment is being deleted, click Yes to confirm. If a new payment needs to be applied, see Handle and Process Customer Payments.
I'm not sure (Clear Balance)
Posting a payment will clear an account balance for any contact with an incorrect balance, whether their account shows they owe or have a credit. This will clear the credit or amount owed, and put their account back to zero.
- Find and select the contact on the contact list. Then, from the toolbar select the post payment button
, and select Post Payment. - Next to the Amount field, select the checkmark (paid in full) button
to clear the balance. - For additional information, a short note can be added to the Memo field. When finished, select OK to save and close the form.
