Hello marceloDCT,
Welcome back! I hope your week is off to a good start and I'd be happy to help you with recording a merchant fee refund in your books.
Based on your wording, it sounds like you're trying to record a refund for a fee incurred from using QuickBooks Payments or some other merchant program. In this case, you'll want to record it the same as you would any other supplier refund. There are a few ways to do this depending on your circumstances, so I'll leave you with the Enter a refund from a supplier article so you can choose which way suits your situation.
If that's what you're already trying and you're getting the message you mention in your question, then it'll help to have someone take a closer look to make sure there's no step being missed or something else that might cause that message. I encourage you to get in touch with a support agent using one of the following methods.
Phone and Chat: Click Contact Us to learn how to reach phone and chat support.
Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)
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With the ability to screen share or send screenshots, an agent will be able to really examin this with you to make sure it gets sorted out.
Have a great rest of your day!
