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Void or refund customer payments

by Intuit• Updated 2 weeks ago

Learn how to void or refund payments processed in QuickBooks Online.

Sometimes you may need to void or refund payments so your accounting stays accurate. Here’s how.

Tip: It’s important to understand the difference between voiding and refunding a transaction. Voiding cancels the transaction as if it never happened. Refunding a transaction returns money to the customer.

Find out when to void or refund a transaction

Void: Transaction batches close at 9:00 AM AEST (3:00 PM PT) every business day. If you void the payment before the batch closes, you can avoid the processing fee.
Refund: After the batch closes, you’ll need to process a refund. You can do this as a full or partial refund. Keep in mind that there are fees for refunding transactions.

Void a sales receipt paid by credit card

Go to All apps , select Sales & Get Paid, then select Sales transactions (Take me there).
Find and select the sales receipt you want to void.
In the Action column, select Void from the ▼ dropdown.
Select Void sales receipt to confirm.
Note: If you want to make changes or print a copy, select View/Edit, or Print from the Action column. You can also see other options when you select the ▼ dropdown.

Void an invoice paid by credit card

Go to All apps , select Sales & Get Paid, then select Invoices (Take me there).
Select the invoice for which you want to void the payment.
In the Action column, select Void from the ▼ dropdown.
Select Void invoice on the message pop-up.
Note: If you want to make changes or print a copy, select View/Edit, or Print from the Action column. You can also see other options when you select the ▼ dropdown.

Refund a customer's credit card payment

There are a few ways you can refund a payment in QuickBooks Online when you can accept payments online. Follow these steps based on how you received the payment.

Before you issue a refund, take note of the following:

Credit card refunds can only go back to the original card used for the payment. You might need to talk to your customer to verify this info.
You can only refund up to the amount of the original sale.
You can only refund a credit card payment within 90 days of the sale.

Issue a refund manually

Select + New or + Create. Then select Refund receipt.
From the Customer ▼ dropdown, select the customer you want to issue a refund to.
Fill out the fields with the same info on the original sale.
- To issue a refund to their credit card, select Credit Card from the Payment method ▼ dropdown.
- To issue a refund to their bank account, select Direct Debit from the Payment method ▼ dropdown.
  Note: If you don't have Direct Debit in the Payment method ▼ dropdown, select + Add new, then select Save.
From the Refund From ▼ dropdown, select the account you want to issue the refund from.
Add all products or services the customer returned in the Product/Service column.
Make sure to fill the date, quantity, rate, amount, GST, and other fields accordingly, then select Save and close.

Refund a credit card payment for a sales receipt, paid invoice, or receive payment form

You can refund a customer who paid you with a credit card from the sales receipt, invoice, or associated payment.

Select + New or + Create. Then select Refund receipt.
From the Customer ▼ dropdown, select the customer you want to issue a refund to.
Enter the details in the fields using the same info from the original sale.
Select the payment method and the account from which you wish to refund the customer.
Select Save and close.
Note: If you need to issue a partial refund, you can edit the items or amount accordingly.

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