Forum Discussion

Contributor 2

1 month ago

Solved

Customer Credit Balance

Am I the only one having issues with credit balances? Every time one of our customers ends up with a credit on their file it becomes an issue. The credit doesn't automatically apply to their next in...

invoicing

AnthonySalazar
1 month ago
It's not a perfect solution but whenever I want to give a client a credit, I'll either update their job or their invoice with a "credit" line item and then I'll do a negative dollar amount for how much their credit is. That's helped me get around some of the wonkiness on the platform

krista

Jobber Support Team

1 month ago

Hi BTDive, I’m a little curious about the volume/frequency of credits here because while all of the examples you listed are definitely valid use cases, most businesses I work with don’t tend to build up customer credits super often outside of deposits/prepayments.

A few questions that might help narrow this down:
• Are these mostly overpayments?
• Prepayments/deposits?
• Sync/reconciliation issues with QBO?
• Or more operational adjustments/goodwill credits?

I do agree with you, though, that account credits are a pretty normal accounting reality and ideally should feel more seamless operationally, especially when QuickBooks is involved.

My suspicion is there may actually be two separate things happening here:

A workflow/process issue that may be creating more credits than expected
Friction in the current product experience around how credits are managed/applied once they exist

Understanding which types of credits occur most often helps uncover a cleaner workflow in the meantime and identify the product gap more clearly.

BTDive

Contributor 2

1 month ago

This seems to be about the standard response I've been getting.

To answer your question, I gave examples of how customers might end up with credit in my initial post. All of the scenarios apply, but here's a more specific example: We have one customer who has automatic Zelle payments set up to be sent on the same day every month. We don't provide the service he receives from us on the exact same day every month. So, sometimes his payment comes through before we provide the service. We should be able to log that payment for our records which would give him a credit on his account that should be automatically applied to his next invoice. At the very least, there should be some way to manually apply the payment without jumping through hoops.

There's been a lot of back and forth on this, and I always get the same response which is basically to prevent our customers from ever having any sort of credit on their account. That's just not always possible. The software allows for customers to have credit. It should provide a simple way to apply that credit.

I think there are only two things that are actually relevant here:

"I do agree with you, though, that account credits are a pretty normal accounting reality and ideally should feel more seamless operationally..."
"Every payment processor I've used prior to Jobber will just automatically apply credits to subsequent invoices. It would be nice if, while creating the invoice, you could click "add deposit" and select something like "account credit". "