Paypal bank interface does not handle refunds correctly

This is not the kind of experience that we want you to have, dbland07666. 

We value customer ideas here in the QuickBooks Community. Your suggestions are important for learning, growth, and development. It also helps us decide which features to build, and what improvements should be made to our platform.

I will take note of your experience and forward this to our product developers. They make enhancements in QuickBooks by listening to our customers' suggestions and comments.

In the meantime, I'd suggest reaching our Customer Support Team. They have the tools that can help determine the reason behind this matter and have the ability to create an investigation if necessary.

Here's how: 

1. Click the Help menu in the upper-right hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

I've added this article as your guide on adding or finding a match of your downloaded banking transactions.

Also, you can visit this website:  Reconcile Workflow. It provides you more details about starting, fixing any differences, and completing the reconciliation process in the future. 

Drop me a comment below if you have any other questions. I'll be happy to help you some more.

I did open a help call as you suggested and it didn't really resolve the question.  Having worked in IT myself for many years, I know that the way something like this has to be resolved is that it needs to go to the team that actually supports the QB-PayPal interface (what the industry usually calls "level 3 support") and they need to try to replicate the problem (which can easily be done).,  Once they replicate it, the rest is simple. Either:

• it's a bug in QB where QB is not extracting the information that is available and they need to fix it
• since this final payment out of PayPal Bank doesn't actually "touch" QB, it's not supposed to be part of the PayPal-QB feed, in which case they need to document it in an article.

The person I spoke to from your help desk didn't seem to have a way to send this over to your level 3 support for resolution

I appreciate you for getting back to us, @dbland07666.

I can see the importance of making sure your PayPal balance and QuickBooks balance match. I can share with you some insights on how to get around this issue.

I recommend logging out and logging in to your QuickBooks Online (QBO) account. This will refresh the system and for the changes to take effect. If this is not the case, I recommend accessing your account in a private or incognito window and reconcile your account from there.

The browser uses cache data to help run the web browser fast. However, this can cause an issue that affects the performance of your account. Using a private window helps us identify if this is a browser's cache issue as this doesn't save any cache files.

To open a incognito window, you can refer to this keyboard shortcuts: 

• For Google Chrome browser - press keys: Ctrl + Shift + N 
• For Mozilla Firefox & Microsoft Edge browser - press keys: Ctrl + Shift + P
• For Safari browser - press keys: Command + Shift + N

If the refund is reflected and you're able to reconcile your account, I’d suggest clearing your regular browser's cache to refresh the system. If the issue persists, I recommend using other supported browsers. This way, we can check if this is a browser-integrated issue.

In case you run some issue while reconciling your accounts, you can refer to this link on how to fix it: Learn the reconcile workflow in QuickBooks.

You can always tag me in your reply if you need further assistance reconciling your accounts. I'll be around to help you. Have a good one!

Customer Service Contact Us-0[removed]

This does not fix this problem. I just went through this with Customer Support myself. Was told I need to enter PayPal refunds manually into QuickBooks online, there is no fix.

Hello, @ctcp3.

I understand the importance of ensuring the transactions on PayPal and QuickBooks Online (QBO) match. 

Since the problem of refund continues, I suggest contacting PayPal support to check if this feature was available in the past. Their team has the necessary tools to provide you with the best resolution for handling this issue.

To get in touch with a human support representative, please follow these steps: 

1. Sign in to your QBO account.
2. On the left navigation panel, go to Apps.
3. Under the Find apps tab, type and search for PayPal.
4. Click on the link below Support.
5. Follow the prompts and instructions shown on the screen.

You can also refer to this link for QBO support.

As you've mentioned, you can also manually enter the PayPal refund transaction into QBO.

Additionally, I'm attaching this helpful article on how to void or refund payments you process through QuickBooks Online: Void or refund customer payments in QuickBooks Online.

Drop a comment below if you have any other concerns about your transactions. The Community will always be here for you.

@ctcp3 

You may need a 3rd party connector to reconcile Paypal transactions into QBO.

Correct, refunds have to be added manually (i have direct personal experience with this).

It's unclear to me whether this is a bug in QB (import) or a bug in Paypal (export). I'm not sure whose QC personnel fell down on this one.