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Intuit

Void or refund customer payments in QuickBooks Online

Learn how to void or refund payments you process through QuickBooks Online.

If you have QuickBooks Payments, you can take and process customer credit card payments in QuickBooks Online. Sometimes you may need to void or refund payments. Here's how to void or refund a payment transaction in QuickBooks Online so everything is processed and your accounting stays accurate. We'll also show you how to give partial refunds.

When you can void or refund a transaction

  • Payment transactions batch at 3:00 PM PT every business day. If the payment transaction hasn’t batched, you can void the transaction. Learn more about processing times here. If you are able to void the transaction prior to the payment processing, you will avoid a fee.
  • If the payment transaction has already batched, you will need to give your customer a refund. You can refund the whole amount or refund specific products, services or fees. Also, keep in mind there are fees for refunding payment transactions. Learn more about fees for refunded transactionsNote: If you are signed up for Instant Funding and apply it to a transaction, the payment is automatically considered batched.

Void a sales receipt paid by credit card or ACH

  1. Go to the Sales menu and select the All Sales tab.
  2. Select the sales receipt you want to void the payment for.
  3. From the sales receipt detail screen, select the Transaction processed link.
  4. Select Refund.
  5. Select Yes, refund my customer.
  6. Select OK on the Transaction successfully refunded screen.

If you were able to void the transaction prior to the payment batching, you'll now see the status Voided and you can print a voided sales receipt by selecting Print.

Void an invoice paid by credit card or ACH

  1. Go to the Sales menu and select the Invoices tab.
  2. Select the invoice you want to void the payment for.
  3. From the invoice detail screen, select the payment made link.
  4. Select the date link.
  5. Select the Transaction processed link.
  6. Select Refund.
  7. Select Yes, refund my customer.
  8. Select OK on the Transaction successfully refunded screen.

If you were able to void the transaction prior to the payment batching, you'll now see the status Voided and you can print a voided sales receipt by selecting Print.

Did you know you can also void customer payments in the QuickBooks GoPayment mobile app? Learn more about how to void customer payment transactions in GoPayment.

Refund a customer payment

There are a few ways to give refunds in QuickBooks Online. Follow the steps based on how you processed the transaction.

Refunding credit card payments

Credit cards refunds have a few requirements:

  • Credit card refunds can only go back to the original card used for the purchase. You may need to contact your customer to get this info.
  • You can refund up to the amount of the original sale, but not more.
  • You can only issue credit card refunds within 180 days of the sale.

Refund a credit card or an ACH payment for a sales receipt

  1. Select + New.
  2. Select Refund receipt.
  3. Select the customer you want to refund from the Customer ▼ dropdown.
  4. Fill out the fields using the same info from the original sale. To credit back their credit card, in Payment Method, choose QuickBooks Credit - Credit cardTo credit back their bank account, in Payment Method, choose QuickBooks Credit - Bank.
  5. In Refund From, choose which payment method and account you wish to refund the customer from.
  6. Select Save and close.

You can now send or print the refund receipt by selecting Print.

Refund a credit card payment or ACH payment for a paid invoice

Here's how to refund an invoice your customer already paid for.

  1. Select + New.
  2. Select Refund receipt.
  3. Select the customer you want to refund from the Customer ▼ dropdown.
  4. Fill out the fields using the info from the original sale.
  5. Choose which payment method and account you wish to refund the customer from. Note: You can't refund an ACH payment to the customer’s bank account. You'll need to choose another refund method (cash, check, or store credit).
  6. Select Save and close.

You can now send or print the refund receipt.

Give a partial refund

  1. Select + New.
  2. Select Refund receipt.
  3. Select the customer you want to refund from the Customer ▼ dropdown.
  4. Fill out the fields using the info from the original sale. Note: If you want to give a partial refund, only add the items or amount you want to refund.
  5. Select Save and close.

You can now send or print the refund receipt.

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