Credit Memos: Troubleshooting
Common Credit Memo questions and where to find the fix.
Q: Why is Create Credit Memo greyed out on an order?
A: The order is canceled, imported, or still calculating tax. Hover over the button to see which. See Credit Memos: Reasons, Rules and Sync Reference.
Q: Why don't I see Create Credit Memo on a customer's page?
A: It only shows for active customers. Start from Sales > Credit Memos > + New Credit Memo and check Include inactive when you pick the customer.
Q: Why didn't shipping copy over?
A: Your account doesn't have a shipping credit item yet. Add the amount with Add Credit, or contact us to set one up. See Credit Memos: How to Create a Credit Item.
Q: Why isn't sales tax on my Credit Memo?
A: Credit Memos don't calculate tax yet. The "Not included from Order #…" box shows the tax that was left out.
Q: Why can't I cancel this Credit Memo?
A: It's still applied to an order. Unapply it first. See Credit Memos: How to Remove Applied Credit.
Q: Why didn't credit apply automatically to my customer's order?
A: Automatic credit only happens when a prepay customer places an order in the Wholesale Portal. Check that the auto-apply box is checked (Credit Memos: How to Turn Off Automatic Credit for a Prepay Customer), the order had a shipping charge when placed, and the customer didn't skip credit at checkout. See Credit Memos: How Credit Works with Orders, Payments and Accounting.
Q: My customer can't see a credit in the Wholesale Portal.
A: Canceled memos are hidden. Check the Canceled tab, and that the memo belongs to the right customer.
Q: Why can't I apply more credit to this order?
A: You can't go over the order's balance, and each memo applies to an order once. Unapply it and apply again to change the amount.
Q: My Credit Memo won't sync.
A: Usually an unmapped item, often the shipping credit item. If the sync status says Mappable, click the i next to it, map the item, then sync again. See Map your credit items.
Q: I applied credit, but it's not in my accounting software.
A: Applied credit syncs when you click Sync on the application. See Credit Memos: How to Sync a Credit Memo to Accounting.
Q: I unapplied credit, but the status still says Manual.
A: That's expected on QuickBooks Desktop and Xero. RoasterTools can't see changes made there. See the QuickBooks Desktop or Xero steps in Credit Memos: How to Remove Applied Credit.
Q: The date on a Xero application doesn't match the day I applied it.
A: Xero uses the Credit Memo date or the invoice date, whichever is later. The Credit Memo page shows the date in Xero.
Q: I canceled or edited a memo, but my accounting software didn't change.
A: Changes after a memo syncs aren't sent to accounting. Make the same change there.
Run into something unexpected? Let us know at support@roastertools.com.