Record a customer refund in QuickBooks Online

Step 1: Enter a credit note

1. Select + New and select Credit note.
2. In the Customer field, select the appropriate customer.
3. Enter the Credit Note Date, Amount, VAT, and Product/Service (This is the category, product, or service you’re getting a credit for).
   Note: If you choose a stock item, QuickBooks will put it back into stock. If the item is defective or if you don’t want it added back to stock, you can make an stock adjustment.
4. Select Save and close.

Note: If the customer has overpaid, you do not need the credit note as you will already have an unapplied credit that acts as your credit note.

Step 2: Make the refund

1. Select + New and select Expense.
2. In the Payee field, select or enter the desired customer.
3. In the Payment account field, select the bank the money is being refunded from.
4. In the Category field, select the Accounts Receivable.
5. In the Amount field, enter the amount of the refund.
6. In the VAT field, select the appropriate VAT (not inclusive/exclusive of tax).
7. Select Save.
8. Next, select + New and select Receive payment.
9. Add the Customer and select the Payment method and Deposit to.
10. Balance should be 0 as they will cancel each other out.
11. Select Save and close.
12. If you have Online Banking, go to Transactions and match the record found on the Bank transactions (Take me there) page.

You can use refund receipts if a customer asks for a refund for an item or service. If they used a credit card, learn how to refund a credit card payment.

Note: To avoid a double refund, make sure you haven't entered a credit note yet.

1. Select + New or + Create.
2. Select Refund receipt.
3. Select the Customer ▼ dropdown, then select the customer you want to refund.
4. Select the Refund From ▼ dropdown, then select the bank you deposited the payment for the invoice.
5. Add all products or services the customer returned in the Product/Service column.
6. Make sure to fill the Service Date, Quantity, Rate, Amount, VAT, and other fields accordingly, then select Save and close.

• Your customer wants to redeem their open credits.
• Your customer made a prepayment for an order, but they cancelled it before they received the item or service.
• Your customer wants to be reimbursed for an accidental overpayment.

Record a refund to your customer with the Check or Expense option. This reduces your bank balance, and it offsets your customer's open credit, prepayment, or overpayment.