I created a house account for a client event held on 5/14/25, a process I’ve done many times before without issue. Typically, I require clients to save a card on file when the booking fee is paid so I can charge the balance after the event. In this case, the business said they attempted to save a card, but it didn’t show on my end.
The event was completed successfully, with all charges applied to the house account. The total came to \$11,986.09, broken down as follows:
* $10,157.71 in food sales
* $1,828.38 added as a custom amount to reflect our standard 18% gratuity
After taxes, the final amount billed was $13,611.95. I sent the invoice via their house account on 5/15, and it was paid on 5/16.
However, my sales report is now showing both the house account total of $11,986.09 on 5/14 **and** the full payment of $13,611.95 on 5/16. As a result, my weekly sales report reflects an additional $11,986.09 in sales that shouldn’t be there—essentially double-counting the transaction.
I reached out to support via text and was told it would be escalated over a month ago, but I haven’t received any updates. I’ve also called twice:
* The first time, I was told the issue wasn’t visible on their end and it would resolve itself (it hasn’t).
* The second time, after 45+ minutes on the phone, I was put on hold and then disconnected, with no resolution.
This error is preventing me from completing my bookkeeping and filing quarterly taxes. Has anyone experienced something similar or have any advice on how to get this resolved?
