Greetings, @lisaniles, Moet. Just like you, we want this issue resolved. To solve the problem, let's do some troubleshooting to fix the credit memo that keeps showing on the receive payments screen. 

Before we do so, I'd like to know if you've already tried performing the Verify and Rebuild. This feature allows QuickBooks to check for possible data issues within your company file. Once it detects data damage, the program will begin fixing it.

If you haven't tried this method of troubleshooting, I'll gladly input the steps below so you can proceed.

Verify your company data

1. Go to Window then select Close All.
2. Go to File, then select Utilities.
3. Select Verify Data. If you see: 
   • QuickBooks detected no problems with your data—your data is clean, and you don’t need to do anything else.
   • An error message—search for it on our QuickBooks Desktop support site for how to fix it.
   • Your data has lost integrity—Data damage was found in the file. Rebuild your data to fix it.

Rebuild your company file data

1. Go to File, Utilities, and then select Rebuild Data.
2. QuickBooks will ask you to make a backup before it rebuilds your company file. Select OK. A backup is required before you can rebuild.
3. Select where you want to save your backup, then OK. Don’t replace another backup file. Enter a new name in the File name and select Save.
4. Select OK when you get the message Rebuild has completed.
5. Go to File, select Utilities then select Verify Data again to check for additional damage. 
   1. If the verification finds more damage, you’ll need to fix it manually. Search for the error(s) in the qbwin.log on the QuickBooks Desktop support site for how to fix it.
6. If your error can't be found, you can restore a recent backup. Go to File then select Open or Restore Company.
   • Note: Don’t replace your existing company file. You’ll need to enter the info into your company file again since the backup was created.

Please see this article for further guidelines: Verify and rebuild data in QuickBooks Desktop.

If you're still encountering the same issue after doing the recommended steps, I suggest reaching out to our customer care support. A phone or chat agent has more tools to investigate your issue further.

I also recommend visiting the following website: Accounts Receivable Workflows to learn more about how QuickBooks handles AR accounts.

Please let me know if there is anything else I can do to assist you by leaving a comment below. I'll be here to help.