How can I fix an invoice where the Bill To customer was changed but not updated due to a payment being added to it?

Problem

After adding a payment to an invoice, the system won't let you change the Bill To customer. This happens even if you use the pencil icon to edit the customer and Bill To details.

Solution

To resolve this issue, you can do one of the following workflows:

• Delete and re-record the payment

• Unapply and reapply the payment to an adjustment invoice

If you need to change the Bill To customer on an exported invoice, see Change Bill To customer on an exported invoice.

Option 1: Delete and re-record the payment

1. Search for and go to the invoice with the issue.

2. On the invoice record, find the payment on the invoice.

3. Use the Delete option to delete the payment. This removes it from the system's records but keeps the money in your bank account.

4. The invoice should now show the correct customer.

5. On the invoice record, click Collect and apply payment.

6. On the Collect and Apply Payment screen, enter the payment information. 

7. Click Save or Charge > Save without Charging depending on the payment type.

Option 2: Unapply and reapply the Payment

1. Search for and go to the customer record where the payment was wrongly applied.

2. In the Payments section, find the payment and click the link under the Payment ID column.

3. On the Edit Payment screen that opens, in the Apply to Invoice section, deselect the invoice to unapply the payment. This turns it into a credit on the customer's profile.

4. Search for and go to the invoice with the correct customer.

5. Create an adjustment invoice for the correct customer.

6. Apply the credit to this adjustment invoice.

7. Add a negative payment to show it was the wrong payment.

8. Collect the payment on the correct invoice. Ensure the customer is not charged again.