Thanks for the screenshot, @annmareepreston.
Let's open the Transaction list of your customers and check if the credit memo was not closed. It could be the credit memo is still open, thus, it show a negative amount in your open balance. Let me guide you how.
In your QuickBooks Desktop (QBDT):
- Go to the Customers menu.
- Select the Customer Center.
- Locate and select the customer name.
- Go to the Transactions tab.
- Locate and select the Credit Memo transaction, then click Ctrl + H to open the transaction history.
- Then check if the credit is already refunded.
Also, you'll want to create a credit memo if you wish to use the credit for the next transaction of your customer.
However, if you've refunded your customer through check, you'll want to delete the credit to offset the amount of your Account Receivable A/R account.
Let me know in the comment section if there's anything I can help you with. Take care!
