Refund wrong card charged & charge the correct one

Thanks for reaching out to the Community, Rae Go.

Since you've already taken a payment for your original invoice, it's correct for it to show as paid, because it was paid. When you refunded the payment, your funds were returned to the cardholder. Refunding a payment won't change anything with what's already occurred on an associated invoice.

What you can do is create a new invoice with the same details as your original. Once you've created it, you'll be able to process a payment for it.

I've also included a detailed resource about working with payments and invoices which may come in handy moving forward: Take & process payments

I'll be here to help if there's any additional questions. Have a great Friday!

This is the silliest thing I have ever heard. When you refund an invoice, the balance should revert to the full amount payable or become a bad debt.

What you are describing by creating a second invoice is increasing your tax burden to the government. There are NOT two invoices. There is only one. I have the exact same problem as this poster.

(All these transactions were not processed via QBO payments. They were processed on our POS machine) I have an invoice that was paid with the wrong card in a credit card batch. Let’s call it Batch 1. In Batch 2, I refunded that payment. Batch 3, I charged the proper card. What should happen when the initial payment is refunded, is I now have an open invoice for the proper payment.

Why does QBO complicate this so much? Is there a way to make my refund batch match the deposit total and open that invoice for repayment?

Hi jbirston,

Thanks for joining us here.  With regards to the initial post by Rae Go, I agree, that creating a second invoice will have a negative impact on your books.  In this situation, the best course of action is to remove the payment from the invoice, so it can be recorded accurately.  In addition, here's a helpful guide to record a customer credit or refund in QuickBooks Desktop.  I would also like to provide this article, to assist you with issuing customer credits and refunds in QuickBooks Online. 

Should you require additional assistance, please don't hesitate to contact us outside of this forum. It would be our pleasure to work with you directly, and ensure you're able to complete your QuickBooks goals without delay!.

Feel free to reach back out with other questions. We would be glad to help!

Thank you Trish. I think I need to explain this better and then perhaps you can give me the step by step.

Notes:

* there is one invoice - Lets call this Inv# 123 - For Jane Doe

* there are two different clients.

* this was done manually with our point of sales machine. Not in QB payments

* each batch has other payments that are lumped together in the bank account.

Batch 1 - Payment 1

Inv# 123 was paid using John Smith's Credit card. John is NOT the client and has nothing to do with this invoice. His card was used in error. This was processed in Batch 1

Batch 2 - Refund

Inv#  123, Refunded John Smiths Card in batch #2 with other credit card payments. So lets say the other payments totaled 2000.00, and Johns refund was 200.00, my bank registry has the deposit that day at 1800.00   When I do a Refund Receipt to account for John Smiths refund, it does not bring the invoice back to a payable amount owing. It says the invoice is still paid. So I cannot continue to the Batch 3 payment below. I need to process to account for the refund in this batch so the bank matches the deposit, and I need the invoice to be open for the proper payment. 

Batch 3 - Payment

Inv# 123 = Jane Doe's card was used. This is the proper payment. Other invoices were paid and batched into one deposit to match the amount in the bank.

I hope this makes sense.

Thank you for your help.

Hi jbirston,

Thank you for the additional details.  In this case, you would benefit more by locating the transactions in the bank register.  Locate each transaction one at a time, and click on them.  This will bring you to the original transaction where you will be able to Edit the required fields, and remove the incorrect payment, to ensure the payments are recorded accurately.  Here's how;

1. Go to your Settings ⚙ and open the Chart of accounts

2. Locate the associated account and click on Account history in the Action column

3. Click on the ▼ dropdown and choose your filters, to minimize your search

4. Locate the transaction and hit Edit to expand the view

However, your time is valuable and I strongly suggest contacting our Customer Care team at 1-855-253-1536 from Monday to Friday between the hours of 9 AM and 8 PM EST.  They can work with you virtually, with your consent, and ensure a positive outcome in your books.

I hope you find this to be helpful!