Correct an Account Balance

There are 3 different options to correct the account balance for a contact.

Option 1: Payment was applied from inside the invoice

Payments that are associated with an invoice can be edited to reflect the correct payment being applied unless the invoice Sale type is Direct Ship or Guest Checkout, and invoices with an approved credit card payment associated with it (those must either be reversed or an offsetting payment can be applied to their account).

1. Open the customer profile, and click on the Account & Invoice tab.
2. Under the Invoice section, locate the invoice where the payment was applied, and double-click to edit it.
3. Adjust the payment amount under the appropriate payment type (Cash/Check, Credit Card, etc.).
4. Click   Save to save and close the invoice.

Option 2: Payment was applied from the Payment Form

Payments that are not associated with an invoice or approved credit card payment can be reversed. View

1. Open the customer profile, and click on the Account & Invoice tab.
2. Under the Account section, ensure that Show all transactions is checked.
3. Select the payment to be removed, then right-click and choose either Edit Payment or Reverse Payment.

If you cannot make the adjustments from inside the invoice or the payment form, you can create an offsetting payment to clear an account balance, whether their account shows they owe money or have a credit. This will remove the credit or amount owed and return their account to zero.

Option 3: Create an Offsetting Payment

1. Find and select the customer on the customer list.
2. From the toolbar, click Payment. View
3. In the Amount field, click to clear the balance (or click  Paid) View.
4. Click   OK   to accept and close the form.

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Additional Information:

• Clear Multiple Account Balances