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MikeFFG
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

 
18 Comments 18
JaneD
Moderator

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Good day, payments.

I appreciate you checking in with us. I'm here to help point you in the right direction how QuickBooks Online (QBO handles PayPal transactions.

 

QBO uses details available from PayPal to determine what category to assign to each transaction. Since these fees should be a credit to the customer, you can check the PayPal settings by following these steps:

 

From the App Center:

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

Within QuickBooks Online:

  1. Select Apps from the left menu.
  2. Choose PayPal app at the top.
  3. Choose Settings at the Action drop-down.
  4. Click on Edit in the App Settings section.
  5. In the Expense Type for funds received through PayPal section, select the Credit Card account from the drop-down box.

To learn more about PayPal, you can refer to these articles: 

That will do it. This should answer your concern today. Please let me know if you have further question. I'll be here to keep helping. Have a great day.

MikeFFG
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Hi,

 

This does not work for me. When I select settings as you described (in step 4 for quickbooks online), it takes me back to the connection screen and tries to reconnect with paypal all over again. It does not actually take me to any kinds of settings. Then it tries to reconnect but says I already have a connection (which of course I do)...

AldrinS
QuickBooks Team

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

It's good to hear from you again, MikeFFG.

 

Thanks for getting back to us and sharing the result of the awesome solution provided by my colleague, JaneD. Allow me to join the discussion and ensure you're pointed in the right direction for determining why your transactions aren't categorized properly.

 

I'd love to check the App settings for you and resolve this right away. However, the resources necessary to accomplish this is under our Technical Support Team, so I highly recommend reaching out to them.

 

Here's how you can reach them:

  1. Click the link to go to the Official Intuit Contact page.
  2. Select QuickBooks Online.
  3. Choose Running your business in QuickBooks, then Banking.
  4. In section 2, Here's how to connect with a QuickBooks expert, click Get Phone Number.

Please know that I'm always here to provide help and answer any questions that you may have, so don't hesitate to reach out to me again. Thanks for coming to the Community, wishing you and your business all the best.

Sixdeuces
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

I am having the same issue. Were you able to get this resolved?

Charies_M
Moderator

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Thanks for joining this thread, Sixdeuces.

 

I want your concern about Paypal transactions gets taken care of.

 

Have you tried performing the steps provided by my colleague, JenD? If not, I suggest trying it out. The recommended step helps resolve those imported Paypal transactions that are incorrectly categorize.

 

If you're unable to do this, I recommend you get in touch with our Care Support Team so they can take a closer look and further investigate this for you. As provided by my colleague @AldrinS, here's how to get their contact information: 

  1. Go to https://help.quickbooks.intuit.com/en_US/contact
  2. Select  QuickBooks Online.
  3. Select a category under “What can we help you with?”.
  4. Scroll down the page, then click the Get Phone Number.

Keep in touch if there's anything else you need or questions while working with QuickBooks. I'm always happy to help.

devo1_1998
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Were you able to get this resolved? I'm having the exact same issue. Thanks

Angelyn_T
QuickBooks Team

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Thank you for joining the thread, @devo1_1998.

 

Allow me to join the thread and help share additional information about handling PayPal transactions.

 

You can try following the steps provided above to resolve the incorrectly categorize imported PayPal transactions. If it won't work on your end, I recommend contacting our Support Team to check the transactions further. Our Support has the chance to pull up your account securely and can investigate this further for you.

 

For the support's contact information, you can check it here: Contact the QuickBooks Online Customer Support team.

 

Please know that I'm always here to help if you have any other QuickBooks concerns, don't hesitate to add a post/comment below. Have a great day ahead!

mofinloans
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

I am having this same problem, and the solutions proposed by Quickbooks do not work for me.  The only way I have figured out to fix it is to manually include the fee reversal as a "negative expense" in the refund transaction (so if the refund is -$100 and the fee reversal is $3, you will include the $3 as a negative in the expense, for a net refund of $97).  It will give you an error saying that the transaction balance doesn't match what was imported, which you have to say ok to.  Then you need to exclude the separate line item for fee reversal that quickbooks imported in the wrong direction.  Your quickbooks balance should match your paypal balance after that.

 

This is probably not the "right" way to do this...but it's a workaround until Quickbooks figures it out.  

FLQP
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

We have the same issue, hope they figure this out soon, but it's been a while doesn't seem like it's a priority.

Anonymous
Not applicable

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Hello FLQP,

 

Welcome to the Community.

 

We are working on fixing any issue QuickBooks may encountered right away. With regards to your concern, there's a need to configure the PayPal map account setting. I'll quote the previous answer for you: 

 

Within QuickBooks Online:

  1. Select Apps from the left menu.
  2. Choose PayPal app at the top.
  3. Choose Settings at the Action drop-down.
  4. Click on Edit in the App Settings section.
  5. In the Expense Type for funds received through PayPal section, select the Credit Card account from the drop-down box.

 

If you have any questions, please let us know. We'll be right here to help. 

Sixdeuces
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Unfortunately, the instructions as outlined simply don't work. After step 3, you either get pushed to the dashboard (using the app) or to your PayPal bank account (using browser).

 

From the bank account view, if you hit the edit icon near the account name you can get to a settings page, but it does not include the "Expense Type for funds received through PayPal section" as outlined.

JanyRoseB
QuickBooks Team

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Thanks for getting back to the QuickBooks Community, Sixdeuces.

 

I'm here to guide you to the right support so you can get the help you need. 

 

I appreciate you for following the recommended steps provided by my colleagues. In this case, I encourage you to contact our QuickBooks Online Support Team. They have the tools to do a screen-share and investigate it further. 

 

Here's how you can contact our customer support:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (question mark icon) at the top right.
  3. Select Contact us to connect with a live support agent.

For additional reference, you can check this article: Use the Connect to PayPal app

 

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

asmjeremy
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Two years later and this problem still exists. We send a payment, the payment gets refunded, and PayPal issues two refunds: one for the gross amount and one for the fee we paid to send it (masspay). QB for some reason records the fee refund as an outgoing debit.

 

 

 

Angelyn_T
QuickBooks Team

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

I appreciate you for sharing some updates about your PayPal entries, Jeremy.

 

If I may ask, have you tried configuring the PayPal map account setting as instructed by GarlynGay above? If not, you can follow these steps:

 

  1. Click on Apps from the left menu.
  2. Choose the PayPal app at the top.
  3. Choose Settings at the Action drop-down.
  4. Tap on Edit in the App Settings section.
  5. In the Expense Type for funds received through PayPal section, select the Credit Card account from the drop-down box.

 

If the same thing happens, I'd recommend reaching out to our Support Team so a live agent can look into this securely. If needed, our support can also create a ticket or an investigation about the imported payroll transactions.

 

You can check out the support's information and business hours from here: QuickBooks Online Support.

 

On the other hand, you can get more resources about QuickBooks and PayPal integration from these links:

 

 

Additionally, here's how you can manage your downloaded banking entries from the For Review tab: Categorize and match online bank transactions in QuickBooks Online.

 

Please let me know if you have any other follow-up questions about your PayPal refunds. I'm more than happy to help. Have a good one!

asmjeremy
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Hi,

 

We're not using the Connect to PayPal app. When I go to it, there's no Settings, just "Get app now". I connected PayPal using the process in the Banking section of QB (Link Account).

 

There's a settings screen for it, but doesn't have that setting.

 

Rea_M
Moderator

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

Let me guide you as to how you can handle PayPal transactions in QuickBooks Online (QBO), @asmjeremy. This way, you're able to keep your account updated and manage them accordingly.

 

There are 3 ways to connect PayPal (Connect to PayPal app, Sync with PayPal app, and PayPal Bank Feeds) to your QBO account. You're able to import all types of PayPal transactions. However, there are some non-supported transactions (i.e., Free Reversal and Pending Balance) that you need to handle manually in QBO.

 

When non-supported transactions are imported, you'll have to exclude them and then manually record them in QBO. To do this, here's how:

 

  1. Go to the Banking menu.
  2. Select the Banking tab.
  3. Click the blue tile for the PayPal account.
  4. Select the Link account drop-down and then Upload from file.
  5. Select Browse and then select the file you downloaded from your bank. Then select Next.
  6. In the QuickBooks account drop-down, select the account (PayPal) you want to upload the transactions into. Then select Next.
  7. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Next.
  8. Choose the transactions you would like to import. Then select Next.
  9. Select Yes, then Let's go.

 

Once downloaded, you'll have to review and match them to the existing entries in QuickBooks to keep your account updated. For the step-by-step guide, please refer to this article: Categorize online bank transactions in QuickBooks Online.

 

Then, I'd recommend reconciling your PayPal account every month. This will help you monitor your income and expenses and detect any possible errors accordingly. Please refer to this article for the complete details: Reconcile an account in QuickBooks Online.

 

Also, to know more about the main difference in how you connect PayPal to QBO, I would encourage you to check out this article: Differences between Connect to PayPal app, Sync with PayPal app, and PayPal Bank Feeds.

 

Let me know in the comments if you have other banking concerns and questions about managing PayPal transactions in QBO. I'm always around to help. Take care, and I wish you continued success, @asmjeremy.

yuyukiki
Level 1

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

We are having the exact same issue. After talking with 2 different support members, they both keep telling the rules we settled up and applied to this outcome. I know they don't have clue either.  It should be a simple fix about the mapping, I don't understand why QB takes forever to fix it.  We need to manually enter the journal to make the correction when we have mass pay reversal. It is very frustrated after 4 years, it is still not yet fixed.

 

 

 

 

Charies_M
Moderator

Imported paypal transactions which include fee reversals due to refunds. QB is trying to subtract them though, when they are actually a credit. How do I solve this?

I appreciate you for sharing your experience with us, yuyukiki.

 

Since you're still having trouble achieving this goal, I suggest contacting our QuickBooks Care Team. This should be handled in a secure environment so our technical support can further investigate and help you importing PayPal transactions.

Here's how:

 

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern.
  4. Click Let’s talk.
  5. Choose Get a callback
  6. Type in your contact info.
  7. Select Confirm my call.

 

You can check out this article for our most updated contact information: Support hours and types.

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