Skip to main content

Get 50% OFF QuickBooks for 3 months*

Buy now
Switch to QuickBooks and 70% off for 3 Months
Talk to Sales: 877-683-3280
Hours
Mon - Fri, 5am - 6pm PST
Sat - Sun, 7am - 4pm PST
Product support & help
Need help signing in?
D
dbland07666
May 14, 2021
Question

Paypal bank interface does not handle refunds correctly

  • May 14, 2021
  • 2 replies
  • 10 views

When I refund a PayPal donation, the PayPal bank interface does not bring over the final refund (payment) from PayPal bank to the donor, thus causing a mismatch in my reconciliation to the PayPal statement. The PayPal statement shows a "Payment refund" of -1.00 that does not appear on my PayPal Bank transaction list. I understand that I can manually enter an expense for this but QB should handle it automatically.

 

You can easily replicate the problem by creating a $1 donation and then refunding it.  In the PayPal statement you will see a final "Payment Refund" of -1.00 that is not reflected in the transactions brought over by the interface.

 

I would like to report this as a bug to QB.

    2 replies

    L
    LeizylMQuickBooks Team
    QuickBooks Team
    May 14, 2021

    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.

     

     

     

    D
    dbland07666Author
    May 17, 2021

    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

      J
      JanbonNQuickBooks Team
      QuickBooks Team
      October 31, 2023

      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.

      M
      Munna121
      July 25, 2022

      Customer Service Contact Us-0[removed]

      Need QuickBooks guidance?
      Log in to access expert advice and community support instantly.
      Terms & ConditionsAccessibility statement