Credit Troubleshooting
For: Sales Representatives, Office Staff, Administrators
Overview
This quick reference guide helps you solve common credit-related errors and issues. Each problem includes checkpoints to verify and solutions to try.
What You'll Find
Missing credits issues
Credit application problems
Credit display issues
QuickBooks sync problems
Credit amount discrepancies
Quick solutions for common errors
When to Use This Guide
Use this guide when encountering:
Credits not appearing in Masava
Cannot apply credit to invoice
Credit amounts don't match between systems
Credit display issues on invoices
QuickBooks sync failures
Missing Credits Issues
Credits from QuickBooks Not Showing in Masava
Real Customer Issue:
"We are starting to receive payments from our DC customers and noticing that some credit memos that were applied in QB before the transition are not showing in Masava."
Symptoms:
Credit exists in QuickBooks
Credit not visible in Masava
Customer reports having credit but system doesn't show it
Historical credits missing after migration
Check:
✓ Is QuickBooks integration active?
✓ Does credit memo exist in QuickBooks?
✓ Was credit applied before Masava connection?
✓ Check credit import date range during setup
✓ Verify customer name matches exactly in both systems
✓ Check if credit is unapplied in QuickBooks
Solutions:
1. Historical Credits Issue (Most Common):
Credits applied in QuickBooks before Masava connection typically don't auto-sync
This is expected behavior for pre-migration applied credits
These need to be imported or manually entered
Steps to resolve:
Contact system administrator about historical credit import
Provide list of missing credits with:
Customer name
Credit Memo number from QuickBooks
Credit amount
Date credit was issued
Current status in QB (applied/unapplied)
Administrator can:
Run historical credit import (if available)
Manually create matching credits in Masava
Adjust customer balance to reflect pre-existing credits
2. Verify QuickBooks Integration:
3. Check Customer Name Mapping:
Customer name in Masava must match QuickBooks exactly
Check for:
Spelling differences
Extra spaces
Different legal names
Punctuation differences
Example: "Tramonte & Sons" vs "Tramonte and Sons" vs "Tramonte&Sons"
4. Review Integration Push Log:
5. Manual Credit Entry (Last Resort):
If credits cannot be imported
Create credit manually in Masava
Match amount and details from QuickBooks
Add note: "Migrated from QB - CM-XXXXX"
Ensures customer account is accurate
Credit Not Showing in Available Credits
Symptoms:
Credit was created but not in available credits list
Customer says they should have credit
Credit shows $0 available balance
Check:
✓ Has credit been fully applied already?
✓ Is credit expired?
✓ Is credit for correct customer?
✓ Check credit status (Available vs Applied)
✓ Verify credit date range filters
Solutions:
1. Credit Already Applied:
Check customer's Credit History (not Available Credits)
Credit may have been applied to previous invoice
Look for transaction history showing application
2. Check Credit Status:
3. Verify Correct Customer:
Similar customer names can cause confusion
Search all customers for the credit
May have been created on wrong account
4. Expired Credit:
Promotional credits may have expiration dates
Check expiration date on credit
May need manager approval to extend or reissue
5. Filter Settings:
Remove date range filters
Select "All Credits" not just "Available"
Check if accidentally filtering out the credit
Customer Says They Have Credit But It's Not in System
Symptoms:
Customer has documentation of credit
Credit not visible in Masava
Customer account shows no available credits
Check:
✓ Check QuickBooks for Credit Memo
✓ Verify customer account is correct
✓ Check if credit under different account name
✓ Verify credit wasn't created as payment instead
✓ Check sister/parent company accounts
Solutions:
1. Search QuickBooks:
2. Reconcile with QuickBooks:
If credit exists in QB but not Masava
Check QB connection and sync status
May need to trigger manual sync
Or create credit manually in Masava
3. Wrong Customer Account:
Customer may have multiple accounts
Credit may be on parent company account
Check related accounts
Transfer credit if needed (with approval)
4. Created as Payment Instead:
Sometimes staff incorrectly record credit as payment
Check payment history for unusual entries
May show payment without check number
Needs to be corrected: Delete payment, create credit
5. Request Documentation:
Ask customer for Credit Memo number
Request date and amount
Verify with QuickBooks or records
Recreate if legitimate and missing
Partial Credit Amount Available
Symptoms:
Credit shows smaller amount than expected
Credit was $500 but only $150 available
Customer confused about credit balance
Check:
✓ Was credit partially applied to another invoice?
✓ Check credit application history
✓ Verify original credit amount vs current balance
✓ Look for split credit applications
Solutions:
1. Review Credit History:
2. Explain to Customer:
Original credit: $500
Applied to Invoice #136001: -$350
Remaining available: $150
This is normal behavior
3. Provide Detailed Breakdown:
Print credit application history
Show all partial applications
Demonstrate remaining balance
Clear up customer confusion
Credit Application Issues
Cannot Apply Credit to Order
Symptoms:
"Apply Credit" button disabled
Error message when trying to apply credit
Credit selected but won't save
Check:
✓ Is order status Delivered? (Required for actual application)
✓ Does credit belong to same customer?
✓ Is credit expired?
✓ Is credit already fully used?
✓ Do you have permission to apply credits?
Solutions:
1. Order Not Delivered:
Credits can only be actually applied to delivered orders
For pre-delivery, use credit preview instead
Mark order as Delivered first
Then apply credit
2. Customer Mismatch:
Credits must belong to same customer as invoice
Cannot apply Customer A's credit to Customer B's invoice
Verify customer match
If wrong customer, credit cannot be used
3. Credit Expired:
Promotional credits may have expiration dates
Check credit expiration date
Contact manager for approval to extend
Or issue new credit if appropriate
4. Permission Issue:
5. Credit Fully Used:
Check credit available balance
May show in list but have $0 available
View credit application history
Credit cannot be reused once fully applied
Credit Amount Larger Than Invoice
Symptoms:
Warning about credit exceeding invoice
System won't apply full credit amount
Customer asks what happens to excess
Check:
✓ This is normal - not an error
✓ System will apply partial credit amount
✓ Remaining credit stays available
Solutions:
This is expected behavior:
Invoice: $500
Credit available: $750
Apply: $500 of credit to invoice
Remaining: $250 credit still available
Invoice: Paid in full
Customer keeps $250 for next invoice
Steps:
Select credit to apply
System automatically calculates partial amount
Or manually enter amount to apply
Save credit application
Remaining credit preserved for future use
Communicate to customer:
Invoice paid by credit
$XXX credit remaining
Can be used on next order
No action needed from customer
Applied Credit Not Showing on Printed Invoice
Symptoms:
Credit applied in Masava
Doesn't show on printed invoice
Customer questions credit application
Check:
✓ Is invoice regenerated after credit application?
✓ Was credit actually saved (check transaction history)?
✓ Is correct invoice version being printed?
✓ Check invoice template supports credit display
Solutions:
1. Regenerate Invoice:
Invoices may cache/store old version
Refresh invoice detail page
Click "Print Invoice" to regenerate
New version should show applied credit
2. Verify Credit Actually Applied:
3. Print Latest Version:
Some systems keep multiple invoice versions
Ensure printing "Current Version" not historical
Check invoice timestamp
Verify it's post-credit-application
4. Invoice Template Issue:
Older templates may not show credits properly
Contact administrator about template update
→ Reference Credits on Invoices
May need template upgrade to show credits clearly
Credit Applied to Wrong Invoice
Symptoms:
Credit applied to Invoice A
Should have been applied to Invoice B
Need to move credit
Check:
✓ Can credit be unapplied? (Depends on sync status)
✓ Is accounting period closed?
✓ Has credit synced to QuickBooks?
Solutions:
If Credit Not Yet Synced to QuickBooks:
Navigate to incorrect invoice
Find credit in transaction history
Click "Remove Credit" or "Unapply"
Credit becomes available again
Navigate to correct invoice
Apply credit to correct invoice
Done - credit successfully moved
If Credit Already Synced to QuickBooks:
May not be able to unapply in Masava
Contact accounting team
May need to:
Unapply in QuickBooks first
Then unapply in Masava
Reapply to correct invoice
Or adjust manually in both systems
Ensure both systems match after correction
Prevention:
Double-check invoice number before applying
Verify customer match
Review invoice details
Confirm with customer if unsure
Credit Display Issues
Credit Preview Not Showing on Open Order
Symptoms:
Order in Confirmed status
Customer has available credits
Credit preview not displaying on invoice
Check:
✓ Does customer have available credits?
✓ Is credit preview feature enabled for organization?
✓ Try refreshing the page
✓ Check invoice template version
Solutions:
1. Verify Available Credits Exist:
2. Manually Add Credit Preview:
Open order detail page
Click "Show Available Credits" or similar
Select credits to preview
Save changes
Regenerate invoice
Credit preview should now display
3. Feature Configuration:
Credit preview may need to be enabled
Contact system administrator
May be organization-level setting
Or invoice template configuration
4. Invoice Template Update:
Ensure template supports credit preview
May need updated template
Contact administrator for template upgrade
Multiple Credits Not Displaying Separately on Invoice
Symptoms:
Applied multiple credits
Invoice shows one combined total
Want to see individual credit amounts
Check:
✓ Check invoice template version
✓ Verify using updated template
✓ Check print settings
Solutions:
1. Invoice Template Issue:
Older templates combined credits into one line
Updated templates show each credit separately
→ See Credits on Invoices
Contact administrator for template update
2. Screen View Always Shows Details:
Screen view in Masava shows all credits separately
Can use screenshot of screen view
Or export transaction history
Provides detailed breakdown even if print doesn't
3. Request Template Upgrade:
Ask administrator to apply updated template
New template shows:
Each credit on separate line
Credit Memo reference numbers
Credit descriptions
Individual amounts
Much clearer for customers
Credit Showing Wrong Amount
Symptoms:
Credit amount doesn't match records
Different amount in Masava vs QuickBooks
Customer disputes credit amount
Check:
✓ Verify which is correct source: Masava or QuickBooks?
✓ Check for partial applications
✓ Review credit history for changes
✓ Check currency or exchange rates (if applicable)
Solutions:
1. Determine Correct Amount:
Check QuickBooks Credit Memo
Review original reason for credit
Check product return values
Verify pricing adjustments
2. Partial Application Confusion:
3. Reconcile Between Systems:
If amounts differ between Masava and QuickBooks
Contact accounting team
Determine which is authoritative
Correct the system with wrong amount
Document correction
4. Currency Issues:
If dealing with multiple currencies
Check which currency credit was issued in
Verify exchange rates if converted
May explain amount discrepancies
QuickBooks Sync Issues
Credit Applied in Masava But Not QuickBooks
Symptoms:
Credit applied successfully in Masava
Not showing as applied in QuickBooks
Customer balance doesn't match between systems
Check:
✓ Is QuickBooks integration active?
✓ Was invoice synced to QB first?
✓ Check integration push log for errors
✓ How long has it been? (May take up to 15 minutes)
Solutions:
1. Wait for Sync:
Normal sync time: 5-15 minutes
Don't immediately assume it failed
Check again in 10-15 minutes
Most credits sync automatically
2. Verify Integration Active:
3. Check Integration Push Log:
4. Verify Invoice Synced First:
Credits can only apply to synced invoices
Check if invoice exists in QuickBooks
Invoice must sync before credit can apply
May need to manually sync invoice first
5. Manual Sync (if available):
Some systems have "Sync Now" button
Forces immediate sync
Check with administrator
May require specific permissions
6. Contact Support:
If sync continues to fail after 30+ minutes
Provide:
Invoice number
Credit Memo number(s)
Timestamp of credit application
Screenshots of error messages
Credit Showing in Masava But Not QuickBooks
Symptoms:
Credit exists in Masava
No matching Credit Memo in QuickBooks
Systems out of sync
Check:
✓ Was credit created in Masava? (Should sync to QB)
✓ Is QuickBooks integration active?
✓ Check sync direction settings
✓ Review integration push log
Solutions:
1. Verify Sync Direction:
Some integrations are one-way
Check if Masava → QuickBooks sync enabled
May need to enable bidirectional sync
Contact administrator for sync settings
2. Force Sync:
Some systems support manual sync trigger
Try "Sync to QuickBooks" button (if available)
Or contact administrator to trigger sync
Check QuickBooks after sync completes
3. Manual Entry in QuickBooks:
If automatic sync unavailable or failing
Manually create Credit Memo in QuickBooks
Match amount and details from Masava
Add reference: "From Masava - Credit #XXXXX"
Prevents duplicate accounting
4. System Integration Issue:
May be API connection problem
Contact technical support
May require administrator or IT intervention
Document credit details for manual entry if needed
Credit Amounts Different Between Masava and QuickBooks
Symptoms:
Credit in Masava: $500
Credit in QuickBooks: $450
Amounts don't match
Check:
✓ Which system is source of truth?
✓ Check for partial applications in one system
✓ Review credit history in both systems
✓ Verify currency settings
Solutions:
1. Determine Which is Correct:
Check original reason for credit
Review documentation (return, adjustment, etc.)
Verify calculation
Identify which system has error
2. Partial Application Check:
3. Correct the Incorrect System:
If Masava wrong: Edit credit amount (if allowed)
If QuickBooks wrong: Edit in QB
Ensure correction syncs between systems
Verify both systems match after correction
4. Contact Accounting:
Don't make corrections without approval
Accounting team should authorize changes
Proper documentation required
Follow organization's reconciliation procedures
System/Technical Issues
Cannot Create Credit - Form Won't Save
Symptoms:
Fill out credit creation form
Click Save but nothing happens
Form resets or shows error
Check:
✓ Are all required fields filled?
✓ Is credit amount valid (positive number)?
✓ Is customer account active?
✓ Check browser console for JavaScript errors
Solutions:
1. Verify Required Fields:
Credit amount (must be positive number)
Customer selection
Credit type/reason
Reference number (may be auto-generated)
Fill any fields marked with asterisk (*)
2. Amount Format:
Use numbers only: 500.00 (not $500.00)
Decimal point, not comma
No special characters
Positive number (system adds negative automatically)
3. Customer Account Status:
Verify customer account is active
Inactive accounts may prevent credit creation
Contact administrator to activate if needed
4. Browser Issues:
Try refreshing page
Clear browser cache
Try different browser (Chrome, Firefox, Edge)
Disable browser extensions temporarily
5. Permission Issue:
Verify you have "Create Credit" permission
Contact administrator if permission needed
May be restricted to certain roles
Credits Page Loading Slowly or Timing Out
Symptoms:
Credits page takes forever to load
Page timeout errors
Cannot access customer credits
Check:
✓ Too broad date range filter?
✓ Customer has thousands of credits?
✓ System-wide performance issue?
✓ Network connectivity problems?
Solutions:
1. Narrow Date Range:
Filter by last 6 months instead of "All Time"
Filter by status: "Available" only
Reduces data to load
Page should load faster
2. Export Data:
If need historical data
Use export function instead of viewing all
Export to CSV
View/search in Excel
3. Check System Status:
Ask if others having same issue
May be system-wide performance problem
Contact support if widespread
May need to report during off-hours
Quick Reference: Common Error Messages
"Credit cannot be applied to this invoice"
Check: Order status must be Delivered
Solution: Mark order as Delivered first
"Insufficient credit balance"
Check: Credit may be already used
Solution: Verify available balance in credit history
"Customer mismatch"
Check: Credit and invoice must be same customer
Solution: Verify customer, cannot use other customer's credit
"Credit expired"
Check: Promotional credit past expiration date
Solution: Request manager approval to extend or issue new credit
"Permission denied"
Check: User may lack credit permissions
Solution: Request administrator grant permissions
"Sync failed"
Check: QuickBooks integration issue
Solution: Check integration status, review push log, retry sync
Related Documentation
Credit Management
Understanding Credits in Masava - Credit fundamentals
Viewing and Applying Credits - How to apply credits
Credits on Invoices - How credits display
Related Topics
Recording Individual Payments - Payment vs credit
Payments Troubleshooting - Payment issues
Integration
QuickBooks: Understanding the Sync Process - How sync works
QuickBooks: Troubleshooting Sync Issues - Detailed sync troubleshooting
Still Need Help?
For missing historical credits:
Contact system administrator about historical credit import
Provide list of missing credits with documentation
May require manual entry or special import process
For QuickBooks sync issues:
Check integration status
Review push log for errors
Contact support with specific error messages
For ongoing credit issues:
Document the problem clearly
Include screenshots and error messages
Note invoice numbers and credit amounts
Contact support with all details
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