I'm here to help you fix this, @michele49.
When customers make a payment to an invoice you've sent to them, an overpayment may happen of the time. This is the reason why you're seeing a negative balance upon reviewing the list of their transactions.
Now to get rid of this, you'll have to create an entry that'll offset the negative balance. That's why we need to create a credit memo to fix this. Let me show you how.
- Go to the +New button.
- Under CUSTOMERS, select Credit Memo.
- Select the name of the customer with the negative balance in question.
- Under PRODUCT/SERVICE, select the item you remember listed on the invoice linked to the last payment made.
- Enter the amount equal to the negative balance.
- Click Save and close.
Once done, you may need to give a refund to your customer showing the overpayment they made. And this article will show you the steps on how to do so: Create and Apply Credit Memos in QuickBooks Online.
You may also read this reference that'll allow you to share a document showing all business activities made by a certain customer: Create and Send Customer Statements in QuickBooks Online.
If there's anything else that I can help you with aside from understanding the negative balance of your customer, please let me know the comments below. I'll be here ready to lend a helping hand. Have a good one!
