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Level 1

Zettle cash refund caused repeated multiple entries

We use Zettle to record cash sales as well as card payments on the door.  Recently we refunded a cash payment of £5 on the door.

This created a Credit Note in the accounts during the daily automatic import to QB from Zettle rather than a simple entry to Zettle refunds.

Since then every single import from Zettle to QB has created an payment to the same amount and an invoice to balance the amount in an account "Unapplied Cash Payment Income" resulting in multiple spurious entries and spurious "sales" of that amount every time.

Clearly this is a bug as the original refund should simply have been recorded as such.

How do we resolve this to stop any further spurious entries and correct the Zettle sales figures?


QuickBooks Team

Zettle cash refund caused repeated multiple entries

Let us connect you to the appropriate channel that can assist you in correcting your sales figures, ellismp.


The information we received is based on what the payment system transmits to QuickBooks Online (QBO). That being stated, I recommend contacting Zettle customer service. 


They'll go through your transactions' account mapping and ensure that it's set correctly. Contacting them will guarantee that the sales entries imported to QBO are correct, particularly the line items.


See the following guide to learn more about the refund process: Record a customer refund in QuickBooks Online. The solution is scenario-based. I recommend you choose the one that addresses your concern. 


Furthermore, these resources will guide you on when to remove or refund a transaction, track daily sales, and process credit notes:



Feel free to drop a comment below if you have additional questions about tracking sales entries. I'll get back to make sure you're taken care of. 

Level 1

Zettle cash refund caused repeated multiple entries

Hi it's all set up correctly in Zettle/the connection interface.

The problem is with how you/they deal with cash refunds.

It's designed to be customer-specific which is fine when it's a card transaction because although we don't record the customer, each transaction can be identified and refunds applied appropriately in the QB accounts.

Cash transactions in Zettle don't (need to) have a customer.  It's a simple cash till.  This means that cash refunds can't be attributed to a customer, and QB raising a Credit Note is confusing and pointless.

I'm asking for help in clearing that Credit Note when there is no customer and stopping the repeated entries occurring until it's cleared.


Zettle cash refund caused repeated multiple entries

Hi there, @ellismp. I got here an additional set of steps to help you fix the cash transactions in QuickBooks Online (QBO).


I appreciate you getting back here and providing further information about your concern.


To prevent multiple entries, we have to ensure that you categorize the transactions correctly in QBO. To do so, ensure that the Enable suggested categorisation is disabled. This option will automatically categorise the entries with similar "Bank detail". Here's how:


  1. Navigate to the Banking menu and select Banking.
  2. From there, click the Gear icon.
  3. Next, uncheck the Enable suggested categorisation box.


Another thing we need to check is if there are bank rules enabled that might affect the categorisation of the transactions. Having this will let the program categorise the entries for you. To verify, refer to these steps:


  1. Select the Banking menu and go to the Rules tab.
  2. From there, check if there are rules for cash transactions.
  3. If there is, you can select the Disable option under the Edit dropdown to stop this.


However, if confirmed that the Enable suggested categorisation is disabled and there are no bank rules, I recommend reaching out to our Phone support team to further investigate the root cause of the issue. They can guide you on how to categorise the transactions from Zettle and help you clear the credit notes. 


It's also recommended to perform the reconciliation process to ensure the balance of your account matches your real-life bank statement. 


I'm always here ready to lend a hand if you have other concerns managing your bank transactions. Have a good one and stay safe. 

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