Can I manually make a refund that is not appearing to match somehow appear?

kmetres · ‎October 23, 2020

My staff entered a refund to Undeposited Funds. But when I go to match that settlement (which contains six credits in addition to that debit), the item does not appear. I tried changing it to go to the bank account, and it still doesn't appear. Is there a workaround for this? I saw the advice to manually download transactions from your bank, but that won't work, because it was part of a settlement.

SarahannC · ‎October 24, 2020

Hello there, Katherine. Thanks for getting back to us.

The refund and payment should both appear by going to the Bank Deposit section. Before that, we can open each transaction to make sure the amount and other details on it match the refund/payment made. Once done, follow these steps:

Go to the +New button.
Select Bank Deposit under the Other column.
Under Select the payments included in this deposit, tick the refund and payment.
Then, Save and Close.

Sample screenshot:

If the same thing happen,you can access QBO using an incognito window:

Google Chrome: Ctrl + Shift + N
Microsoft Edge: Ctrl + Shift + P
Firefox: Ctrl + Shift + P
Safari: Command + Shift + N

If it's working fine, we'll have to go back to your regular browser and clear the cache to eliminate the junk files. If you still encounter the same issue, you can use other supported browsers. To learn more about recording and combining multiple transactions in QBO, you can check the articles below anytime:

Let me know if you have other questions. Take care and stay safe!

View solution in original post

JessT · ‎October 23, 2020

Hi kmetres,

I'll help you in matching your transactions.

The first thing you want to check is the amounts. Does the refund have the same amount as the matching bank transaction? If not they won't match.

You said this refund is part of a settlement. If it's part of a deposit, then, in your record, you can also deposit it together with the other parts. That way, the bank deposit will become the matching entry of the downloaded transaction.

Please feel free to reach back out if you have other questions about this.

kmetres · ‎October 24, 2020

Hi Jess,

Yes, the amounts match, and yes, it's part of a deposit. The problem is if I go to make a deposit, the refund shows, but the payments do not, and if I go to match the deposit to transactions, the payments show but the refund does not. Please advise.

Katherine

SarahannC · ‎October 24, 2020

Hello there, Katherine. Thanks for getting back to us.

The refund and payment should both appear by going to the Bank Deposit section. Before that, we can open each transaction to make sure the amount and other details on it match the refund/payment made. Once done, follow these steps:

Go to the +New button.
Select Bank Deposit under the Other column.
Under Select the payments included in this deposit, tick the refund and payment.
Then, Save and Close.

Sample screenshot:

If the same thing happen,you can access QBO using an incognito window:

Google Chrome: Ctrl + Shift + N
Microsoft Edge: Ctrl + Shift + P
Firefox: Ctrl + Shift + P
Safari: Command + Shift + N

If it's working fine, we'll have to go back to your regular browser and clear the cache to eliminate the junk files. If you still encounter the same issue, you can use other supported browsers. To learn more about recording and combining multiple transactions in QBO, you can check the articles below anytime:

Let me know if you have other questions. Take care and stay safe!

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Can I manually make a refund that is not appearing to match somehow appear?