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Level 1

Customer Credit Card Refund



I had a customer pay for an invoice with a credit card. After a few days, the customer canceled the order and needed a refund. We entered a refund receipt to the same category as the invoice was listed as and processed the Credit card.


The Credit card refund transaction is showing up in my downloaded bank transactions and is showing up as an "add" action item which I am confused by. What Category would something like this go to? For some reason it is also still sitting in my Quickbooks payments deposits as a refund but hasn't automatically cleared from there and wont allow me to record a negative deposit.


I have attached 2 screen shots if that helps. One is the amount sitting in my deposit window. (How will this clear out?), The other is the "add" transaction in my bank feed that is auto populating to software because of the QB in the description/memo.


Hope this makes sense. Your help is appreciated!


Thank you!


QuickBooks Team

Customer Credit Card Refund

Greetings, @Nezington.


You can match the refund transaction to the refund receipt you've processed. Let me show you how.


The first part of the refund process is to record a Refund Receipt, which you’ve already done.  Also, refunds take 2-3 business days to be posted in your bank if it's less than $500, and 7-10 if it's more than $500.


Once it has been posted, you can match it with the refund receipt you’ve processed in Quickbooks. Here’s how:

  1. On the left panel, click on Banking.
  2. In the For Review tab, locate the refund.
  3. Select the transaction, click on Find Match.
  4. In the Match transactions page, choose the refund receipt.
  5. Click on Save.

You may find this article handy in the future: How to Void or Refund a Credit Card Payment?


Don’t hesitate to tag me below if you have other concerns. I’ll be here to help you.

Level 1

Customer Credit Card Refund

Hi @Alessandra_B !

Thank you for your response! I did what you said, but the refund receipt isn't showing up in the list. I changed the "Show" to Refund Receipts, but nothing is there?





QuickBooks Team

Customer Credit Card Refund

Hi there, Nezington.


I would recommend calling our Merchant Services Department so they can help with you more with the missing refund receipt. Please go to this ink to get their contact details: QuickBooks merchant services or QuickBooks Online support - who should I contact for help?


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