Where I have partially refunded sales in Paypal, the sync only brings over the refund amount, not the sale amount. This is on several items, how can I prevent / correct?

Hi there, user20617.

I'll provide information on why the sales amount was not synced. And steps on how to prevent/correct this.

Here's how to change the mapping settings from the App Center.

1. Log in to Intuit App Center.
2. Choose the My Apps tab.
3. Locate the Sync PayPal app card. Then select Settings.

Follow these steps on how to change the mapping settings from within QuickBooks Online.

1. From the left menu select Apps.
2. Choose Firm apps.
3. Select Settings from the Action drop-down.
4. Hit Edit in the App Settings section.

If the issue still persists, I recommend manually importing those sales transactions manually. I'll show you how:

 From the App Center

1.    Go to My Apps.
2.    Select My Apps at the top.
3.    Locate the Sync with PayPal app card.
4.    Click Settings on the Sync with PayPal app card.
5.    Select Run in the Manual Import section.

Within QuickBooks Online

1.    Select Apps from the left menu.
2.   Click My Apps at the top.
3.    Locate the Sync with PayPal app card.
4.   Click Settings on the Sync with PayPal app card.
5.    Select Run in the Manual Import section.
6.   Enter the desired date range then select Run.

However, I'd still suggest checking with PayPal to confirm if they need to configure some settings.

May I ask what kind of PayPal are you referring to? Is this a PayPal bank or PayPal app? I'd appreciate any further details so I can provide an accurate solution.

Please check this article to see steps on how to record a customer's refund for goods, services, overpayment, or credit: Record a customer refund in QuickBooks Online.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Hi, thanks for your reply.

I don't use the PayPal apps, the sync is set up in banking as 99% of sales come through Paypal so that is my main account.   I've just checked the apps and one has a trial, the other would be ok temporarily during the current lockdown climate as sales have dropped to the free level of the app but would not be a permanent option. I'm not keen to pay for both Quickbooks and a Paypal app when I was assured in my original sales call that PayPal would sync.

All the syncing was absolutely fine until February when the system changed.  I now have to add in PayPal fees manually and manually change any currency transactions as they are always wrong (they were ok before mid-Feb).  Now it is only syncing my partial refunds and not the sales amount left I'm having to manually create sales invoice entries to reconcile each month.  

I did report the PayPal fees issue when it first occurred and I was told it was a bug that was being worked on and would be rectified?

Hello again, @user20617.

As of this time, our engineers are still working for a fix about the PayPal fees issue. In the meantime, I recommend contacting our Customer Support Team again. One of our agents will help you sign up for the list of affected users to receive email updates. 

Check out this link for ways on how to connect with us: Contact the QuickBooks Online Customer Support team.

Moreover, I don’t want to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

I’m here to help if you need anything else. Have a fantastic day!

Any update about the Paypal partial refunds problem? I am facing the same issue and I do not have the Paypal app. Just he Paypal bank link.

Hello there, @bitswap. Thanks for joining this thread. I'm here to share some updates about the PayPal issue in QuickBooks Online (QBO).

The investigation for PayPal feed not bringing up fees in QBO is already tagged as closed and resolved. Also, a change has been made to the PayPal feed in QBO UK. Wherein, fees are now entered as a separate line. Since you still experience the same thing, I highly suggest getting in touch with our Customer Care team to further review the issue. They can also provide an additional set of steps to fix it. Here's how:

1. Sign in to your QBO company file and click the Help icon.
2. Next, go to the Search tab and click the Contact us button.
3. From there, enter a brief description of your concern and select Continue.
4. Then, select a way to connect with a live representative.

To know the operation hours of our phone representatives, please visit our support hours page.

In the meantime, you can manually upload your transactions to QBO via CSV file. 

Additionally, here's a helpful resource that you can use as a guide in reviewing your accounts to ensure the balance matches your real-life bank or credit card statements: Learn the reconciliation workflow in QuickBooks.

Let me know how this goes. Any details you can add are highly appreciated. If there are additional questions you have in mind about managing PayPal transactions, please post a comment below. I'm just right here willing to lend a hand. Have a good one.