My customer paid but the invoice is still open
Check the payment allocation because a bank match alone does not settle an invoice.
- Who can do this
- Owners, or people with View invoices and View all payments
- Where
- Sales, then Payments received
- You'll need
- The invoice number and evidence of the received payment
The invoice balance follows payments allocated to it. A deposit in the bank feed or a match to an invoice does not record that payment.
Find the payment allocation
- Open Sales, then Payments received.
- Find the payment using the customer, date and reference.
- Open it and check Applied to Invoices.
- Compare the allocation with the invoice number and remaining balance.
If no payment exists, use Record a payment, which explains the access and approved-customer requirements. Recording needs Record payments received. Check the bank evidence first so you do not record the same money again.
Check partial or unapplied money
A partial allocation leaves an invoice balance. A Stripe charge can create a payment showing No invoices applied.. Use Match a Stripe payment to an invoice instead of recording another payment. In Nonprofit, a receipt can also contain unapplied money, and the payment form does not offer a later application workflow for an existing unapplied receipt. Ask support before creating another payment for the same receipt.
A journal entry does not create an invoice payment allocation. If the ledger was already adjusted, agree the correction with your accountant before recording a payment as well.
If the correct active allocation exists but the balance remains wrong, contact support with both record numbers, amounts and statuses.