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jayeh
Level 2

Refund not showing up in matching transactions

Hi,

I am trying to process a customer (donor) refund. I have created the refund receipt and paid the client. Now that I am reconciling the bank and matching transactions, the payment is showing in the bank statement but not showing up in the matching transactions to match it to. The customer account shows the correct owing amount etc. I'm at a loss.

Thanks

11 Comments 11
Ashleigh1
QuickBooks Team

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? 

jayeh
Level 2

Refund not showing up in matching transactions

Correct. Date ranges are correct and everything.

IntuitSheila
Level 8

Refund not showing up in matching transactions

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.

 

jayeh
Level 2

Refund not showing up in matching transactions

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

Kurt_M
QuickBooks Team

Refund not showing up in matching transactions

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!

dealsplumbing
Level 1

Refund not showing up in matching transactions

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

Ethel_A
QuickBooks Team

Refund not showing up in matching transactions

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:

 

 

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.

ozdavis
Level 3

Refund not showing up in matching transactions

Hello,

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

Thank you,

Oz

JaeAnnC
QuickBooks Team

Refund not showing up in matching transactions

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 DateDescription, 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!

Ballroom Fit
Level 1

Refund not showing up in matching transactions

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.

ShangY
QuickBooks Team

Refund not showing up in matching transactions

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:

 

image (2).png

 

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.