Balance Shows Incorrectly or Cannot Be Cleared on an Order

What this usually means

The balance on an order is based on the order total minus payments, deposits, refunds, discounts, and manual adjustments.

If the balance looks wrong, start by reviewing the order total and the payment history for that customer/order.


Step 1: Review the order total

Open the specific order and review all charges attached to that order.

Check:

  • Rental items
  • Delivery fee
  • Setup/breakdown fees
  • Taxes
  • Damage waiver
  • Tips
  • Discounts
  • Manual fees or adjustments
  • Deposit amount
  • Remaining balance

If the order was edited after a payment was made, the balance may have changed.

If taxes are affecting the total, review How Taxes Are Applied at Checkout.


Step 2: Review payment history

Go to: Orders → Billing → Payments

Search by:

  • Customer name
  • Date
  • Order details
  • Payment amount

This is especially helpful if multiple payments have been made on one order.

From payment history, review:

  • Deposit payment
  • Additional payment
  • Refunds
  • Payment date
  • Payment method
  • Amount collected

For more help reviewing payment history, see How to View Payment History and Process a Refund.


Step 3: Compare the order total to the payment history

Compare the total amount due on the order to the payments recorded under Orders → Billing → Payments.

If the customer made multiple payments, make sure all payments are accounted for.


If you still need help

If the balance still does not look right, contact BRS support through your account.

Include:

  • Order number
  • Customer name
  • Screenshot of the balance
  • Screenshot of payment history
  • What you expected the balance to show