Customer balance not showing on the form

Symptom

You are creating an invoice for a customer who has a known balance (advance or credit), but the Customer Balance or Balance Available field on the invoice form is either:

• Blank or showing zero when it should show the customer's balance.
• Not visible on the form at all.

Likely causes

1. Customer has no balance in the current currency The customer may have a balance in one currency but the invoice is in a different currency. Balances are currency-specific.

Fix:

1. Check the Currency field at the top of the invoice form.
2. Check the customer's record to see what currency their balance is in. Go to Contacts Open in Usystems, find the customer, and review their balance by currency.
3. If the customer's balance is in a different currency, either:
   • Change the invoice currency to match the customer's balance currency, or
   • Ask the customer to receive a payment in their current currency balance first, which will reset their balances and allow the new invoice currency.

2. The customer's balance has been fully allocated to other invoices A customer's balance is shared. If it has all been allocated to previous invoices or payments, it will show as zero.

Fix:

1. Check the customer's record and review their transaction history (payments, invoices, credits).
2. If the balance was over-allocated by mistake, ask your administrator to review the allocation and correct it.
3. You may still create the invoice; the customer balance field is informational and does not block the invoice from being saved.

3. The balance amount is below the system's rounding threshold Due to currency conversion or payment rounding, a very small balance (e.g., 0.001 AFN) may not display or may display as zero.

Fix: This is normal. A balance smaller than one unit in the invoice currency is effectively zero and can be ignored.

4. The feature is not enabled for this product line Some product lines (such as POS or simple retail) may not show customer balances on the invoice form.

Fix:

1. Check with your administrator whether customer balance allocation is enabled for your product line.
2. If it is enabled but not displaying, refresh the page or log out and log back in.

5. The customer record is not linked correctly The customer may exist in the system but not be fully set up to hold balances (for example, they may be marked as a vendor instead of a customer).

Fix:

1. Go to Contacts Open in Usystems and open the customer's record.
2. Verify that their Type is set to Customer (not Vendor or Walk-In).
3. Ensure the customer has a Default Receivable Account set in their profile.
4. Return to the invoice and refresh to reload the customer's balance.

6. The form has not loaded the customer's data yet On slower connections, the form may display before the customer's balance is fetched from the server.

Fix:

1. Wait a few seconds for the form to fully load.
2. If the balance still does not appear, refresh the page and select the customer again.
3. Check your internet connection.

Tips & common mistakes

• The customer balance field is for display only. It does not prevent you from creating the invoice. You can still invoice a customer even if their balance is zero or not showing.
• To apply a customer's balance to an invoice, use the "Apply Balance" or "Allocate Balance" feature if available after saving the invoice. This is often found in a payment or allocation section of the saved invoice.
• If you are unsure whether a customer has a balance, you can check their ledger directly: Go to Contacts Open in Usystems, open the customer, and look for a Balance or Statement section.

When to contact support

If the customer definitely has a balance (you can see it in their contact record), but it does not appear on the invoice form, contact support with:

• The customer's name and ID.
• The currency in which the balance exists.
• The currency of the invoice you are creating.
• A screenshot of the customer's balance (from their contact record) and the invoice form.