Nice of you to join this thread, Emily.
I'll make sure you'll be able to apply the credit to your customer and zero out their balance.
To begin with, I recommend updating your QuickBooks Desktop (QBDT) to the latest release. This way, we can guarantee the program is equipped with the newest features and fixes. Ensure to restart your QBDT for the updates to take effect.
Once done, run the Verify Rebuild tool. This scans your company file for issues and fixes them right away. I'll show you how.
- Go to the Window menu and select Close All.
- Click the File menu.
- Select Utilities.
- Click Verify Data and wait for the system to finish checking your file.
- Go back to the File menu.
- Select Utilities.
- Click Rebuild Data.
You can also check this link for more details: Verify and Rebuild Data in QuickBooks Desktop.
If the issue persists, I suggest contacting our support team. One of our live agents can look into your account and check why the Discount and Credits icon isn't feasible on your end.
When everything is all set, you might want to check out this link for guidance on how to manage your customers' payments and accounts:
You'll have my attention whenever you have any additional queries about refunds and invoices. I'm always here to back you up!
