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How to reverse a payment that has a bad debt write off reason but no write off amount.

  • January 29, 2026
  • 2 replies
  • 30 views
Z
Freshman I

This Invoice has a payment linked to it so the balance should decrease by the paid amount. 

 

When i was trying to create a payment for the remaining amount the below error arise;

 

 

Is this something to do with that bad debt reason code, but there is no write off amount. 

 

I tried to reverse the payment done as well but it wont allow me to do it. same error occurs. 

 

Could you please help if you’ve experienced same issue. 

Best answer by Laura03

Hello ​@zenith59 ,

I’m not sure the $0 write-off is causing the issue.  I can think of a few steps to try:

First, please try Recalculate Customer Balances for the hidden customer above.  Select on all three options:

 

  1. I notice Payment #5180 above is not released.  Having an unreleased Payment may impede your ability to work further with the Invoice and with first payment # 4653. I recommend deleting (or releasing) Payment #5180 before trying to reverse either #5180 or  # 4653.
  2. You state you are trying to create a payment for the remaining amount, but I don’t see any remaining amount, because the two payments shown will reduce the Invoice balance to $0.
  3. Is it possible that you need to Release # 5180, and the invoice will be fully paid?

 

Please let us know whether these ideas help you.

 

    2 replies

    Laura03
    Captain II
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    • Laura03
    • Captain II
    • Answer
    • January 29, 2026

    Hello ​@zenith59 ,

    I’m not sure the $0 write-off is causing the issue.  I can think of a few steps to try:

    First, please try Recalculate Customer Balances for the hidden customer above.  Select on all three options:

     

    1. I notice Payment #5180 above is not released.  Having an unreleased Payment may impede your ability to work further with the Invoice and with first payment # 4653. I recommend deleting (or releasing) Payment #5180 before trying to reverse either #5180 or  # 4653.
    2. You state you are trying to create a payment for the remaining amount, but I don’t see any remaining amount, because the two payments shown will reduce the Invoice balance to $0.
    3. Is it possible that you need to Release # 5180, and the invoice will be fully paid?

     

    Please let us know whether these ideas help you.

     

    ~ Laura Barber, WM Synergy
      Z
      Freshman I
      • zenith59
      • Author
      • Freshman I
      • January 30, 2026

      Hi ​@Laura03, Thanks for that. I just recalculated customer balance and i was able to release the payment :) 

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