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Level 1

How to record a refund

Hi there, 


I have talked to the Quickbooks team and the person on teh phone followed teh same steps but there was SUPPLIER CREDIT AND he could not figure it out how to balance it to zero and i shared my screen as well with him but he said he does not know and will follow up but he did not. I hope his manager would listen to the call recording and will train their employees 

QuickBooks Team

How to record a refund

This isn’t what I want for you when reaching out for support, jasgagan.


I'm here to share additional information on how to record a refund and will guide you on how you submit feedback with our phone support. 


With regard to your concern, It seems that some steps were overlooked or some amounts were applied incorrectly. This is why the transactions are not balanced. 


Let's check your bank deposit and make sure it’s affecting Accounts Payable. Before proceeding, let’s review the supplier credit if it has the same amount as the deposit.


Once done, let’s make sure the credit hits the expense account you use for that particular vendor. I'll show you how:


  1. Go to the +New button.
  2. Select Vendor credit.
  3. Make sure to select the correct vendor name.
  4. Depending on how you record purchases with this vendor, enter the Category details or Item details. Usually, this is the category, product, or service you’re getting credit for.
  5. Hit Save and close.


Once done, use a Bank Deposit to deposit the money from your return. Here's how:


  1. Go to the +New button.
  2. Select Bank Deposit.
  3. Make sure to select the account where you got the refund.
  4. In the Add funds to this deposit section, fill out the following fields. In the Account field, select Account Payable.
  5. Then, Save and close.


Finally, use the Pay Bills option to link both transactions. With this, you’ll need to zero the amount upon saving it.


You can check this link for additional information about handling transactions from vendors: Enter a refund from a vendor.


If everything is set, you can then reconcile the account. Through this, we can ensure that your books are accurate.


I'll take note of your experience with our phone support so we can send proper feedback. We'd like to have this opportunity to help you in a more timely and efficient manner in the future. If you'd like to submit some additional feedback, here's how:


  1. Go to the Gear icon in the top right-hand corner.
  2. Click the Feedback option under the "Profile" column.
  3. Give a brief description and select Next when done.

Keep me posted if you need a hand with managing your vendor credits or refunds. It’ll be my pleasure to be of any additional help. Stay safe and have a great week!

Level 1

How to record a refund

Hi there


I have the same question, but unfortunately I don't know what you mean by +new. where is this button to be found?? I am using QB self-employed and constantly get refunds from suppliers. Usually screwfix and toolstation. Can you please let me know how I can show these refunds?


many thanks




How to record a refund

Hi @Timlazisa,


I appreciate you for reaching out to us here in the Community. I can provide some clarification about the steps provided by my colleague.


The steps shared on this thread is applicable to those users using QuickBooks Online. For the Self-Employed version, the option to enter supplier credits is unavailable.


QuickBooks Self-Employed is compliant with the IRS Schedule C (Form 1040). The only way to enter income and expenses is through the Transactions section from the left navigation bar (see screenshot below).



In case there are downloaded transactions you don't need to track, you can exclude them. QuickBooks won't include excluded transactions as part of your tax calculations or financial reports.


If you're unsure how to handle the credits, you can also seek advice from IRS or an accountant. This way, we can ensure your transactions are correctly categorized.


Each time you categorize a transaction, QuickBooks Self-Employed matches it to a line on your Schedule C. For more info on the categories, check out this article: Schedule C and expense categories in QuickBooks Self-Employed.


Please don't hesitate to reach out if you have more questions about QuickBooks Self-Employed. I'll be around to help you out. Take care.

Oleg M
Level 2

How to record a refund

i can't believe i have to google to find out how to do such a basic operation. Big mistake moving from Xero to this broken QBO, and too much hassle moving back, in this regard QBO did a good job. QB, please make it possible the feature where you click with a right button on any link and choose to open a new window, this is so handy for poor bookkeepers that don't do just reports, but basic tenious and time consuming bookkeeping.  

QuickBooks Team

How to record a refund

We want you to have the best experience using the program, @Oleg M.


I can see that the option to have the right button on any link and choose to open a new window is a crucial feature for any business. Discovering new ways to adapt to our customer's needs is how QuickBooks gets even better. Your feedback helps our Product Development team determine which feature will be implemented in the next future update. The change is also based on how popular a specific feature request is. 


That being said, I suggest submitting a product suggestion directly to our software engineers. We're taking notes of your ideas and insights. Let me show you:


  1. Go to the Gear icon at the top. 
  2. Click Feedback.
  3. Enter your comments or product suggestions.
  4. Then choose Next to submit feedback.


Your relevant feedback goes to our Product Development team to help heighten your experience in QuickBooks Online (QBO). You can track feature requests through the QuickBooks Online Feature Requests website. 


Additionally, I'm sharing this link to guide you in giving refund to a customer or supplier: Record a customer refund or supplier refund in QuickBooks Online.


Thank you for your patience while we work on this. Feel at ease to get back to this thread if you have other concerns. I'll be more than happy to help. Please take care. 

Level 1

How to record a refund



I've done all of this step by step.. yet there is no final link. 

Why would a credit show up on 'pay bills' when we don't owe the supplier anything?


You would think when a credit is produced on a suppliers account, the refund to the bank would show up on banking transactions for an easy match without hassle. 

QuickBooks Team

How to record a refund

Hi DarrenH1, did you select the supplier under the 'received from' field, and the creditors (or accounts payable) in the account field on the bank deposit? Creating the bank deposit to match the credit to shows that the money was received but does not sit as an unapplied credit on the suppliers account. 

Oleg M
Level 2

How to record a refund

because this is QB, it's full of mysteries. they don't want you get bored and want to create all kind of puzzles for your solve. 

Level 1

How to record a refund

When I select pay pills nothing comes up. ;( there used to be the other way to go about this and quickbooks deleted it

QuickBooks Team

How to record a refund

I am aware that this was a challenging procedure for you, @Julia45. I'll assist you so you can resume managing your bills and be able to link your deposits again to QuickBooks Online.


When there is a cache, it affects the functionality of QuickBooks and might result in missing tabs and features. It is also a method to lessen issues that arises when using QuickBooks.


Follow the steps below:


1. Restart your browser.

2. Log in to your account and try in an incognito or private browser. You can use these keyboard shortcuts to launch a new private window:


  • Google Chrome: press Ctrl + Shift + N
  • Microsoft Edge: press Ctrl + Shift + N
  • Firefox: press Shift + CTRL + P

 3. If it works on the private browser, go to the regular browser and clear your cache.

 4. Then, sign in back your account using your regular browser.



Additionally, you can use classes to track your transactions by departments, product lines, or any other meaningful segments in your business. Want to know how? See this article for the complete details: Get started with class tracking in QuickBooks Online.


Please notify me if there's anything I can help you with while navigating your QuickBooks Account. Thank you for visiting us today.

Level 1

How to record a refund

HellO leizy,


thanks for your reply and I appreciate your response to my request all the steps are easy, however the last step where we have to go to pay bill s, Can you explain what to do in pay bill section and share a screen shot as well so that I know I am at right place 


How to record a refund

Hi jasgagan,


Thank you for getting back to us. I can see that this is quite a long thread. Let me continue to help you with your question about why there's a need for a bill payment.


The purpose of the Pay bill is to link the Supplier credit to the Bank deposit transaction. This step sets both transactions to a Closed status and prevents them from being linked to other transactions in the future.


Please visit us back by commenting on this thread if you need further assistance. We'll be happy to help you again.

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