In NetSuite, a Credit Memo has to be applied when the payment is created, not later. Therefore, if the customer’s payment references a credit memo, the Cash Application Manager software doesn't create a payment until the Credit Memo is identified. To resolve, the user would look for the correct Credit Memo. The Credit Memo field pulls up all transactions, not just credit memos. Depending on how the data is stored/named in NetSuite, the user may be able to type "credit memo #" and this would just show the credit memos.