Customer profile shows incorrect available credit

Problem

The customer profile is displaying credits on customer accounts, even though they are not supposed to have credits.

Solution

When the negative balance appears on the customer profile it means a payment was applied to an invoice but the job isn't completed yet.

1. Find and go to the customer with the incorrect available credits.

2. On the customer profile screen, click the More icon.

3. From the dropdown, select Collect Payment.

4. On the Collect and Apply Payments screen, at the top right, click View Payment History.

5. On the All Payments screen, enter a payment date range, payment status, and click Run Report.

6. On the All Payments report, check for duplicate payments or payments not applied to invoices.

   Note: The Amount Allocated column indicates the amount of the payment applied to an invoice.

   1. If there are duplicate payments and the payment has not been exported, you can delete the payment. For more, see Delete a payment from Payments.

   2. If there are duplicate payments and the payment has already been exported, follow the steps outlined here.

   3. If you need the credit to be applied to an invoice, see Apply available credit to an invoice.