Sales Orders showing open when they have been closed

Hey smorgan01,

Welcome to the QuickBooks Community! I will be happy to help. This unexpected behaviour could be due to data damage. I have a few steps to recommend that can verify if that's the case and resolve this as well. Here's how:

1. Make sure that your QuickBooks is updated to its latest maintenance release. You can download the update from here: Update QuickBooks Desktop to the latest release.
2. Run the Verify and Rebuild Tool to resolve common data issues in QuickBooks. The steps are here: Verify and Rebuild Data in QuickBooks Desktop.

Once done, create a sample invoice to check if the closed Sales Orders are no longer showing up.

You can also use the QuickBooks File Doctor to fix your company file, just in case you can still see it.

Please keep us posted, or reply to this thread if you still have the same result. We'll look for other options to resolve this.

I ran the verify data and no problems have been detected.  I have tried the Fix doctor on my file and nothing has helped.  What do you mean to create a sample invoice.  I have paid invoices attached to each of these sales orders.  All process were run in the correct order for them.  They originally showed closed and then just popped back up on my report showing they are open but they have no open balance.  I have tried contacting QB's and that didn't help.  I was hoping someone else would have a resolution.  It was one thing to have one but I don't want  to keep getting my SO's to start showing they are still open.

Good afternoon, @smorgan01.

I appreciate you coming back and giving us some more details on this issue.

Based on the information you gave, I'll ask some additional questions to ensure we narrow down the cause of the problem in the system:

• Has the transaction ever been edited? (For example, create an invoice and record the payment, came back and edited the invoice or payment) This could be why as it could break the link between the two.
• Are both of the Sales Order's associated the same customer? If so, resorting all lists could help or creating a new customer and merging it with the old one (perform a backup first).

Please come back to send these details over. I'll be right around the corner!

No they are not from the same customer.  One has been our there since 2019 and the other was from 2023.  The one from 2023 just started showing up on my list as Opened.  I had not touched these transactions since the invoice was paid.  Is there another way to see the linkage?

Hello, @smorgan01.

You can run the Audit Trail report to track and identify who made the specific changes to your sales order transactions within the QuickBooks Desktop (QBDT). Let me provide the provide the steps in running this report.

1. Go to Reports, then Account and Taxes, and choose Audit Trail. 
2. On the report screen, click Customize Report. 
3. Go to the Filter tab, and filter the Date, Name of the specific customer you want to generate an audit trail.
4. Then click OK.
5. Enter the Date Entered/Last Modified. 
6. On your report screen, click the refresh to update your the Audit Trail.

However, if none of them made the changes, it’s possible that the invoice associated with that sales order was deleted. To resolve this, you'll need to recreate the invoice and link it accordingly.

Moreover, you can visit this article to guide you on how to add specific details and other customizations to your reports: Customize customer, job, and sales reports in QuickBooks Desktop.

I can also help you manage other sales and transactions in QBDT. Simply, click the Reply button, and we'll respond to you as soon as possible.

Thank you for the suggestion. I ran an audit trail on one of the open sales orders and have attached the results.  For some reason on one of the listing for the SO it show and amount 762.50 in bold.  Could this be the problem.  I have looked back at the sales order and it has a check that it was invoiced.  I have also looked at the invoice and that item is on the invoice.  Nothing was backordered.  Any suggestions?

Once the sales order has reopened, this means the transaction link to it was deleted or modified, smorgan01. Unlinked transactions won't show up in the Audit trail report, smorgan01. I'll share more information about this.

Since you mentioned that linked transactions to the sales order are still there, unchanged, and you've already done the troubleshooting steps, I recommend contacting our Live Support team. They have the necessary tools and expertise to identify the causes of the issue and provide the most appropriate solution for your needs.

Here's how:

1. Go to Help, then select QuickBooks Desktop Help/Contact Us.
2. Select Contact Us.
3. Give a brief description of your issue, then choose Continue.
4. Choose a way to connect with us.

For now, we can manually close the transaction since you verified that the Sales order is attached to an invoice. Follow these steps to guide you through:

1. Close the Transaction History Report.
2. In the Create Sales Order box, click Main.
3. Click the Mark as Closed button.
4. Select Save and Close.

After completing these steps, the sales order should no longer appear as open.

In addition, if you want to personalize a report, check this article for more detailed instructions: Customize reports in QuickBooks Desktop.

If you have any further questions about sales orders, please don't hesitate to reach out in the Community. We're always here to address any concern you may have.

I will contact support but the problem is that these two sales orders are marked as closed.  The "Mark as Closed" button is greyed out so I cannot follow your steps.  Even though they are actually closed it shows Open with a zero balance.

@smorgan01 

Run the Condense Data utility with any scenario to isolate the problem. Did you encounter any error message?