Refund not showing up in matching transactions

 Hello Jayeh, thanks for reaching out to us on the Community page, is the transaction not showing up when you click on find match on the banking page, when you click on the transaction? 

Correct. Date ranges are correct and everything.

Hi jayeh,

Thanks for posting in the Community!

There multiple reasons why we cannot match the payment to the invoice in QuickBooks Online.

• Dates don't match (or are not close)
• The bank account on the payment is not the same as the bank where the match is located
• The amounts don't match
• The payment has been reconciled
• Multicurrency issue with exchange rates
• Its already been matched to something else

If they don't have the option to find match, just exclude the payment from the Banking tab and mark the invoice as paid manually.

For detailed information you can refer to this link: Find and categorise transactions in QuickBooks.

Please let me know if you have any additional questions. I'm always willing to assist.

Hi Sorry I've done that but now the balances in quickbooks and the bank account don't match (if I just exclude the amounts). How do I not apply the amounts but still have the balances equal?

I did all of the list as to why it's not showing up and it's still not showing in the find match btw.

Cheers

Thanks for getting back here in the thread, @jayeh.

We want to ensure we're able to supply you with the information you need to get through this situation and match transactions inside QuickBooks Online (QBO). That said, can you send us a screenshot of how the transaction reflects in your bank statement? Also, we'd like to know if the transaction won't show in your bank feed's For Review section or the one you've recorded inside your QBO company.

@jayeh, feel free to comment below or visit us here in the Community space so we can help you. Take care, and have a nice day!

I'm having the exact same issue.  Did you find a resolution?

Hello there.

I'll help you match the refund transaction in your QuickBooks Online account.

Let's start with checking the bank account used for the refund receipt. If so, you can click the Find match button to begin matching the transaction.

Here's how:

1. In the Match transactions page, choose All.
2. Toggle off the Suggested Matches button.
3. Choose the correct date range that will include the refund receipt transaction.
4. Proceed with matching once you see the refund receipt.

Here is an article you can read for the detailed steps: Find and categorise transactions in QuickBooks.

For future reference, I'm adding these articles about running reports and reconciling in QuickBooks Online:

• Run reports in QuickBooks Online
• Reconcile an account in QuickBooks Online

Don't hesitate to click the Reply button below if you have questions about matching transactions in QuickBooks Online. I'm always here to help. Have a great day.

Hello,

I am having the same issue. Has anyone found a solution?

Thank you,

Oz

Hello there, @ozdavis. Let's figure out why transactions are unable to find their match in QuickBooks Online (QBO).

By default, QBO tries to find a match between the transaction's Date, Description, Payee, and Amount with the existing records. However, it sometimes fails to detect a match from the existing records due to the following reasons:

• The payees, amounts, or dates don’t match.
• The transaction is older than 6 months.
• The bank account used for payment is different from the bank where the match is located.
• The payment has been reconciled.
• The record is already matched to another transaction. 
• There are multiple currencies involved, and the exchange rate has changed significantly, causing large differences in amounts.

That said, I recommend reviewing the transaction details to ensure they match. Alternatively, you can utilize the Find Match feature to assess the list of possible matches. You can read this article for more information: Find and categorise transactions in QuickBooks.

Additionally, you can create rules for your bank transactions in QBO so they will automatically categorise into the appropriate accounts.

If you need further guidance in matching your transactions, please don't hesitate to reach out to the community for help. We are always here to assist you. Take care, and have a wonderful day!

Hi,

I don't think the operators understand the issue here. I have done all the above also and am having the same problem. The adjustment note does not appear, no mater how I adjust the search functions.

Hello, @Ballroom Fit. I'll provide some information and steps on matching transactions in QuickBooks Online (QBO).
 

Adjustment notes or Refund receipts will indicate an expense which is why you're unable to match them with a Deposit transaction posted in your bank feeds since QuickBooks can only link the same type of transactions. Let's exclude the payment (Deposit transaction) and edit the Refund receipt by selecting an account instead of Undeposited funds to match it. 

To exclude the payment, here's how:

1. From the left menu, select Transactions.
2. Choose Bank transactions.
3. Go to the For Review tab and check the box of transactions you want to exclude.
4. Select Exclude.

To continue, let's edit the Refund receipt.

1. From the Sales menu, locate the Refund receipt and re-open it.
2. Under the Refund from field, choose an account instead of Undeposited Funds.
3. Once done, click Save and close.

See the screenshot below:

I'm also adding this article incase you'll encounter some challenges while reconciling your accounts in QBO: Fix issues the first time you reconcile an account in QuickBooks Online. 

Please don't hesitate to reach out to us again if you questions about matching your bank transactions or any other concerns within QuickBooks. We always have your back. Have a good one.

I am having the same problem.

I am NOT trying to match a DEPOSIT transaction.  So that solution is not applicable.

I am trying to match a WITHDRAWAL (paying the refund back) transaction.

The problem for me is the  WITHDRAWAL transaction  is LESS that the total REFUND.

(If I change the REFUND to a value, equal to or less than the WITHDRAWAL amount, the REFUND transaction shows up.)

I got the WITHDRAWAL amount from a third party (Sports Engine), that had offset a POSITIVE transaction with the NEGATIVE REFUND, thus reducing the amount they were requesting back from us.

I should be able to record the REFUND and click the RESOLVE/DIFFERENCE switch, to show why the amount was less, like we do for every other transaction.

(The claim that Sports Engine integrates with Quickbooks is a whole other issue   LOL)

I agree, jGard. You should be able to match the refund and resolve the difference even though the withdrawal amount is less than the total refund in QuickBooks Online (QBO).

When you match a bank transaction in your banking feed with the recorded refund transaction in QBO, which is higher than the bank transaction amount, it will clearly show when you try to find a match on the Find Other Matches page. Let's ensure the bank account associated with the two transactions is the same so they match.

I've attached a screenshot for your reference:

In the meantime, let's check if this is a browser-related issue. Let's access your account in a private browser, as it ignores historical data. Stored caches can also cause unusual displays or behavior.

These are the keyboard shortcuts:

• Mozilla Firefox: CTRL + Shift + P
• Google Chrome: CTRL + Shift + N
• Safari: Command + Shift + N

If you can match the withdrawal amount with the higher total refund using an incognito, then it's safe to say that it's being caused by your browser. Let's clear your regular browser's cache but not cookies to refresh. Also, consider switching to other supported browsers as an alternative.

Additionally, you can contact Sports Engine Customer Support to check if they can integrate with QuickBooks. This way, you can streamline your business management by automating your accounting processes and centralizing your business data.

Moreover, you can use this article as a reference to learn how to reconcile accounts, so they always match your bank statements: Start the reconciliation.

Feel free to return to this thread if you require additional assistance matching the withdrawal amount to the refund transaction in QBO. We're here to lend a hand.

Clearing the cache and using private/incogneto window didnt make a difference.  I didnt think that it would.

The fact that is shows the REFUND transaction as long as it is equal to or less than the BANK transactionm suggests it is an error in the code.  (Not sure why that would be a condition to allow it to display, from a programming or accounting perspective)

I understand where you're coming from, @JGard911. Addressing matching problems is crucial for smooth financial management, and I can see why this issue is causing you concern. Accurate transaction matching is the backbone of maintaining clean and reliable financial records, which is essential for any business using QuickBooks Online (QBO). Let me provide some detailed information about matching your withdrawal and refund transactions in QBO to help clarify the situation.

Please note that transactions can be matched as long as the dates are correct, regardless of any differences in the amount between them. This feature allows for greater versatility in handling various financial scenarios, such as partial refunds or multiple transactions relating to a single event.
However, I understand that you've already attempted to resolve this issue using the troubleshooting steps provided by my colleague, and the problem still persists. This suggests that there might be a more complex underlying issue at play.

With that, I suggest contacting our Customer Support for assistance. By reaching out to them, you'll be connected with a live expert who can guide you through the process step-by-step. These support professionals have access to advanced diagnostic tools and can internally check your account for potential issues that may not be immediately apparent from the user interface. They can also check for any known system-wide issues or recent updates that might be affecting the matching functionality.

Here's how you can connect with them:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select either of these tabs:

• Assistant tab and select Talk to a human.
• Search tab and click on Contact Us to connect with a support expert.

Moreover, I'm adding this article as your guide in setting up bank rules to categorize your transactions automatically: Set up bank rules to categorise online banking transactions in QuickBooks Online.

If you're still encountering problems, I’m here to help. I can provide additional guidance or resources to help you troubleshoot the situation further. Whether it’s clarifying specific steps, offering tips on best practices, or addressing any questions you may have about QuickBooks, feel free to comment down.