Customers
- 1
Cause
A Zentive customer was not linked to the existing QuickBooks customer, so the first invoice created a new one.
- 2
Fix
In QuickBooks, merge the duplicate into the original. In Zentive, Settings → QuickBooks → Customers, relink the customer to the surviving record. Future invoices post there.
Invoices and payments
- 1
Cause
The invoice was entered by hand in QuickBooks and also synced, or an old sync retried after an edit.
- 2
Fix
Delete the manual copy in QuickBooks; keep the synced one (it carries the Zentive invoice number). Refunds are posted once by Zentive; if you also entered one manually, remove the manual entry.
- 3
Prevent
Let Zentive create invoices and payments in QuickBooks; enter only what Zentive does not sync (Stripe fees, write-offs, non-Zentive sales).
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