📝 Overview

Account credits are balances stored on a customer’s account that can be used toward future purchases. Credits may come from refunds, manual adjustments, migrated balances, or transferred payments between customers. Staff can apply credits at checkout, move credits between customers, or import credits from another system.

This article explains all supported ways to manage account credits in Dash, including how to review credits when balances appear unexpected.

📍 Where to Find Account Credits

Click the arrow to learn where account credits appear

Customer Profile
Account Balance summary
Checkout payment screen (if credit is available)
Invoice details
Make Payment screen

Credits automatically appear when applicable and do not need to be manually enabled.

🛠️ Using an Account Credit at Checkout

Click the arrow to learn how to apply an account credit

Add items or registrations to the cart.
Click Checkout.
On the payment screen, select the Account Credit tab if the customer has available credit.
The available credit amount will display automatically.
Enter the amount of credit to apply, or allow the system to auto-fill the balance.
Click the Use Credit button
If the credit does not cover the full amount:
- Add another payment method to complete checkout using the Split Tender option.
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Optional:
- Leave Email Receipt checked to send a receipt.
- Add an internal payment note if needed.
Click Process Checkout to complete the checkout.

👀 Viewing Available Credits When a Balance Is Due

This section explains why the Account Credit option may not appear, even when you know credit exists.

Click the arrow to learn why available credits may not display

In some cases, a customer may have:

A credit on one invoice, and
An amount due on a different invoice

When this happens, the credit does not automatically move or appear as an available account credit. Instead, you must manually apply it using the Make Payment screen.

How this works

On the Make Payment page, you may see:

One invoice with a positive balance owed
Another invoice with a negative balance (this is the available credit)

The credit can be applied by entering matching amounts in the payment fields.

Steps to apply the credit to the balance due

Go to the customer profile.
Click Make Payment under the account balance.
Locate:
- The invoice with the balance owed
- The invoice showing a negative balance (credit available)
In the Payment field for the invoice with the balance owed:
- Enter the amount you want to pay toward the balance (this is a positive number).
In the Payment box for the invoice with the credit available:
- Enter the same amount as a negative number (this removes that amount from the credit invoice).
Click Make Payment.
What you should see next
- Both invoice payments appear in the shopping cart
- The cart total displays $0.00
- No additional payment method is needed
Click Process Checkout to finalize.
Once checkout is complete:
- The amount due invoice is reduced or cleared
- The credit invoice is reduced by the same amount
- The customer’s overall balance updates correctly

⚠️ Important

The positive and negative payment amounts must match exactly or the cart will not total $0.00.

🔄 Using an Account Credit From a Different Customer

Use this when one customer has credit and another customer has the balance due.

Click the arrow to learn how to use a credit from another customer

Go to the customer profile that has the credit.
Click Make Payment under the account balance.
Locate the invoice with the credit.
Enter the credit amount in the payment box.
Click Make Payment to add it to the cart.
Go to the second customer profile with the balance due.
Click Make Payment.
Enter the exact same amount.
Click Checkout and complete payment.

⚠️ Important

Payment amounts must match exactly when applying credits across customers.

👤 Transferring Account Credit to Another Customer

Use this option when a credit already exists on an invoice, but the invoice needs to belong to a different customer.

Click the arrow to learn how to transfer account credit

Open the invoice that contains the credit.
Click the pencil icon next to Billed To.
Search for and select the new customer.
Click Save.

The invoice and associated credit will now appear under the new customer’s account.

📤 Migrating Account Credits From Another System

Use this option when you need to import existing customer credits from another software system into Dash.

Click the arrow to learn how to migrate account credits

1️⃣ Create a negative account credit product

Create a new product with a negative price (for example, -$0.01).
Configure the product to:
- Require a customer
- Use a specific GL Code or category for tracking
Choose how the product can be added at checkout:

Recommended option:

Assign a UPC code to the product.
Staff can add the product by entering the UPC code directly into the Cash Register.
The product does not need to be added as an available Cash Register item.

Alternative (not recommended for most locations):

Add the product as an available product in the Cash Register so it can be searched and selected like a standard item.

⚠️ Making the product searchable allows any staff member to use it, which increases the risk of accidental or incorrect credit creation.

2️⃣ Add the product and set the correct amount

Go to Cash Register.
Add the negative credit product by:
- Entering the UPC code, or
- Selecting it from the product list if it has been made available there.
Adjust the quantity so the negative total equals the credit amount being imported.

3️⃣ Assign the customer and apply the credit

Assign the customer to the cart after the correct amount is set.
When the cart total is negative, select Apply as Account Credit.
Complete checkout.

The negative balance is converted into an account credit on the customer’s account.

💡 Pro Tips

⚠️ Credits do not automatically apply to balances.
🧾 Use Make Payment when balances appear incorrect.
📌 Positive and negative payment amounts must match exactly.
📊 Track migrated credits using a dedicated GL Code or category.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Why don’t I see the Account Credit tab when checking out?

Click the arrow to see the answer

The customer may have an outstanding balance on a different invoice. When another invoice has a balance due, the system prioritizes that balance, which can prevent the credit on a separate invoice from being used until the balance is addressed.

Once the outstanding balance is paid or adjusted, the credit can then be applied or will appear as an available account credit.