Fixing a client balance FAQs
Common client accounting issues and the best solutions to fix them.
Important!
It is best practice to fix an error in the same daily period as the original transaction for ideal reporting. Transactions made to fix errors are reflected in the daily period reports for date they were performed.
General guidance for correcting invoices and payments.
- Posted/closed invoices and payments cannot by modified. They can be voided and reentered.
- In cases where a payment is posted with an invoice, indicated by the invoice displaying with the payment information in the Client Account, you can void just the invoice, just the payment, or both, depending on the scenario:
- If the invoice is correct and there was a payment error: Void and re-enter the payment on the invoice.
- If there was an invoice error and the payment is correct: Void only the invoice, not the payment.
- If there are errors on the invoice and the payment: Void the invoice and reverse the payment, when prompted.
Tip: If you need to address only a few incorrect items on an invoice, create and post a new invoice using a negative quantity for each item and then reenter correct item information.
An outdated credit balance needs to be removed.
Use any of the following options to remove the credit balance:
- Refund to the client: Post a new payment with a negative amount using the appropriate payment type.
- Transfer the credit balance to a charity or rescue group account.
- Adjust the account balance to zero.
A discount was missed on an invoice.
Use any of the following options to give the client the discount:
- Void and reenter the invoice.
- Do not void the payment that is associate with the invoice.
- The difference in invoice totals will be credited to account balance.
- Perform an adjustment to the credit account for overlooked discount.
Taxes were applied, but this client should have been tax exempt.
- Void the invoice.
- Do not void the payment that is applied to the payment.
- Reenter the invoice without tax.
- The difference in invoice totals will be credited to account balance. This will also update the sales tax reports.
A payment was entered with the wrong amount.
- Void the original payment.
- Reenter the payment with the correct information.
We accidentally issued change given when it should have been left as a credit on the account.
Follow the same steps you would use for voiding a payment. Doing this will:
- Apply the change given as a credit on the client’s account.
- Remove the change given from the payment record and the deposit report.
A balance was transferred from or to the wrong account or the wrong amount was transferred.
- Perform another balance transfer to reverse the original transaction, then perform the intended transfer.
The client paid their bill but had incurred new finance charges that I want to remove.
- Perform an adjustment and modify the finance charge field amount accordingly.
