I had an overpayment of £40 from a customer which he requested to be refunded as it left his account £40 in credit.
I used Refund Receipt to process the refund via a cheque, but once this has gone through, his account is still showing as £40 in credit and the total column is showing £80 credit. Screenshot attached.
This makes no sense to me - I had epected QB to automatically reset his account balance to zero.
Please advise if I've done this correctly and if so, why his account isn't now showing zero.
Hello RFBSDot, The reason this is happening is the unapplied payment needs to be applied against the expense of you returning the money to the customer, in this case you would not need to use a refund receipt as that is used in the case of a sales receipt being refunded straight away. If you can remove the refund receipt and create an expense to debtors selecting the customer as the payee and then once done if you can go to the + symbol and receive payment and then select the customer and you should be able to tick both the unapplied payment and the expense to debtors which will make sure nothing is received and the unapplied payment is closed.
That's helpful, except that debtors doesn't appear as an option in the "accounts" box on the expense screen.
It's listed in my chart of accounts, but not where I need it to be in order to follow your instructions. How can I get it to appear there?