I too am having the same issue.
I knew, knew, knew, that I should have "tested" this Write Off Invoices tool before I used it!
Now I have MULTIPLE invoices that should be closed and have a zero balance.
After using this tool for one particular customer, their balance should be zero.
However, in the Customer Center they are still showing a balance.
All open invoices for this customer were written off using the "tool" and have had a credit memo for the full balance applied to them, so balance SHOULD be zero, right???
NOT IN QUICKBOOKS!
When I run an open balance report for this customer - it is zero!
When I quick zoom the Accounts Receivable account on the balance sheet, all of the credit memos created using the "tool" are showing as credits on the report and correctly reducing the Accounts Receivable balance.
The Bad Debt expense is correct on the Profit & Loss statement.
HOWEVER, THE CUSTOMER STILL HAS A BALANCE IN THE CUSTOMER CENTER!!
INTUIT - GET WITH IT!!!
THE ORIGINAL POST FOR THIS PROBLEM WAS MADE IN APRIL 2020!!
SOLVE THE PROBLEM INSTEAD OF DIRECTING YOUR CUSTOMERS TO CONTACT THE EXTREMELY UNHELPFUL DESKTOP SUPPORT!
See attached message that states "I know this customer has open invoices. Why don't they show up in the invoice table?". This customer DOES NOT have any open invoices!
HOW DO I REMOVE THEM FROM THE CUSTOMER'S ACCOUNT SO THE BALANCE CORRECTLY REFLECTS AS ZERO?
I have tried removing the credit memo created by the "tool" from the invoice it was applied to, then deleting the original credit memo; then creating a new credit memo, used receive payment, applied the credit memo and the invoice balance still isn't removed from the customer's balance!
