PayPal Refunds Not Importing to my Bank Feed (QB Online)

Hi there, iharkins. I appreciate you checking in with us about your PayPal concern. 

We are currently aware of the difficulty being caused by this issue and our engineers are working to identify the situation and resolve the problem.

In the meantime, I recommend reaching out to our Customer Care Team to add your company to the list of affected users.

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

• Use the Connect to PayPal app
• Connect to PayPal FAQs

We appreciate your patience and understanding while we are working for a fix. If you have further question, let me know. I'll be here to keep helping.

Just out of curiosity; is this error being caused by some sort of change on PayPal's backend? 

I can provide some information about the connection with PayPal, iharkins.

The level of detail we receive depends on PayPal. However, our Engineering team has determined several issues with the connection in QuickBooks Online (QBO). 

They've determined that several merchants are set up incorrectly. Having the PayPal app pointing to an old/incorrect Account_ID inside their QBO can cause the system not to receive transactions from the app.

I recommend contacting our QuickBooks Team so they can identify if your PayPal account is active in the system. Once they verify the status, they'll provide the necessary steps to keep this going.

While the refund isn't showing up on your Banking page, you can manually record the transaction. It will keep your books accurate. This process depends on how you process the refund. 

Check out the Record a customer refund in QuickBooks Online on how to record it in the system.

Stay in touch if you need anything else, and I'm always around to help.

Hello,

are there any updates to this glitch / error? any new information?

Thank you for getting back, @iharkins.

The investigation about refunds that are not importing to QuickBooks is currently tag as closed and resolved. As mentioned in the previous post, the root cause of the issue is the incorrect merchant set up. I would suggest reaching out to our Support Team so a representative and check and figure out the setup of your account.

To contact support, tap on the Contact Us button from the Help menu.

Before that, you can check out the Support hours and types page so you can connect with them at your most convenient time.

For more tips and related resources, while working with QuickBooks and banking, you can as well open the topics from our help articles.

Please let me know if you have any other questions. I'm always here to help. Have a good day!

Why is this case showing as "Closed"? This issue has not been resolved and I called customer support and spoke with them at length about this issue. I was hoping they could walk me through my merchant setup since you are claiming that may be our issue. Unfortunately, they were unable to help and told me to contact PayPal, which I have and they say that it's a QBO issue... None of the refunds processed through PayPal are showing up in my QBO bank feed. This is adding hours of work since I have been having to manually enter every refund. 
Please escalate this issue again because it is not resolved and if it doesn't get resolved by the end of the year, we will likely switch providers to Sage or Xero as this is a big issue for us!

@garrett-cottam 

Explore this connector as a workaround.

https:// synder.grsm.io/quickbooks

It's marked as closed because Intuit doesn't care that their software isn't working thinking people will stay with them. How about a full refund for the year since your software doesn't do what you claim it can and what we are paying for!!!

Hi, I have been experiencing the same issue for months as well. I was hoping the message that the bug was marked as fixed was true, but it really is not. I have even tried disconnecting and reconnecting my paypal account but nothing changes. Can someone provide an update when this bug will (really) be fixed? Thanks.

This isn't the kind of experience we want you to have with our online banking feature in QuickBooks Online (QBO), @francesca-elizab. Since I know the importance of keeping your PayPal account updated, I'm here to guide you on the actions you need to take care of this issue.

The identified cause of the importing PayPal refunds to QBO issue is caused by an incorrect merchant set up. Then, the investigation about it is already tagged as closed. When you're still experiencing the said issue, I'd recommend contacting our Customer Care team. They can securely pull up your account, configure your set up so you can get back to managing your transactions in no time.

In case you want to relay this matter directly to one of our representatives through a call, you can request a callback. You'll first have to check out our support hours to ensure we can assist you on time. Here's how:

1. Go to the Help menu.
2. Choose Contact Us. 
3. Enter your specific concern in the What can we help you with? field. 
4. Click Let's talk. 
5. Select Get a callback. 
6. Enter your contact details. 
7. Click Confirm my call. 

I've attached a screenshot below for your reference.

Once your latest PayPal transactions are downloaded, you need to review and/or match them to the existing entries in QuickBooks. This way, you can keep your financial data accurately recorded. You can refer to this article for the step-by-step guide: Categorize and match bank transactions. It also includes details about excluding personal or duplicate transactions.

Additionally, I'd recommend reconciling your PayPal account every month. This is to effectively monitor your income, expenses, and the growth of your business. For the detailed steps, you can check out this article: Reconcile an account in QuickBooks Online. It also contains instructions on how to review past reconciliations.

Please let me know if you need anything else or other banking concerns in QBO. Just select the Reply button below and I'll gladly help. Keep safe always.

Hello Rea and thanks for your reply.

I have to say, though, I believe you are mistaken. In fact, I found two different Quickbooks forums about this same issue, and in the other one (https://quickbooks.intuit.com/learn-support/en-us/banking/re-how-to-record-refunds-issued-via-paypal...) your colleague just confirmed to me that in fact it is a general problem that has still not been fixed, "the engineers are still working on it". Please clarify this point internally and come back -- preferably on both forums -- with the real, current status of this fix.

It is also very hard to believe there is something wrong with my (and lots of other merchants') setup, since refunds from Paypal came in the feed for years without any problem. Then suddenly, around 6 months ago, they stopped coming for all of us. Furthermore, there is nothing to "set up" that you can possibly set up incorrectly when you connect Paypal bank. You just click "connect to bank" and the rest happens automatically. And, I did this years ago and it always worked until about June.

Thanks

Francesca

Is there a solution to this or not? I've been having the same issues for a long long time.

I checked in our system and the investigation is already closed, dakotabartell.

It's possible that a number of merchants are set up incorrectly in the PayPal app causing the system not receiving any PayPal transactions. Our engineers have resolved this issue and it looks like you're still affected by bank transactions not downloading. I'd suggest reaching out to our Phone Support Team so we can review your possible PayPal accounts connected to QuickBooks. They can open a new investigation so they can work it out with PayPal.

You can check out these articles that will help you in handling bank transactions: 

• What to do if you get a bank error or can't download transactions in QuickBooks Online
• Connect to PayPal FAQ

Let me know if you have other questions. Take care and have a great day!

I will add my voice to this conversation. I recently changed from an older PayPal  APP to Connect to PayPal with the help of QBO support who walked me through the set-up. Now, as others, I am not getting any PayPal refund transactions in QBO where I had before. It is obvious to me that the issue has not been resolved. Calling PayPal only gets  "go back to QBO."

Hello, Tapestry.

I know how you feel and the importance of getting this issue resolved as quickly as possible.

The merchant setup is likely the cause of this issue. The investigation for this is already closed. Since you're still having the same issue, I suggest contacting our support. This way, they can review and open a new investigation.

In the meantime, you can manually upload transactions into QuickBooks Online.

Here's how:

1. Go to the Banking menu or Transactions menu. Then select the Banking tab.

2. Click the account you want to upload the transactions into.

3. Choose the Link account ▼ dropdown and then Upload from the file.

4. Hit Browse and then locate the file you downloaded from your bank. Then select Next.

5. In the QuickBooks account ▼ dropdown, select the account you want to upload the transactions into. Then click Next.

6. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then hit Next.

7. Choose the transactions you would like to import. Then select Next.

8. Click Yes, then Let's go.

Here's how to reach our support:

1. Sign in to your QuickBooks Online company.

2. Click the Help(?) icon at the top right to open the QB Assistant window.

3. Hit the Talk to a human menu and enter the issue/topic.

4. Follow the on-screen instruction to complete the process.

5. Select Chat with us or Have us call you.

Feel free to check the guide here on how to categorize and match online bank transactions.

Let us know if you have further questions about Bank Feeds. We're always here to help you.

@Tapestry 

If the same error persists, utilize the trial version of the app as I mentioned earlier to isolate the issue.

Has this problem been resolved other than to keep saying it's an error in the merchant set up?  It's exhausting and extremely time consuming trying to explain and fix issues when speaking with someone from Quickbooks via chat or phone. 

Hello there, @Heather-Starr. I'm here to ensure you'll get the right support to resolve the PayPal refunds issue.

The investigation about the PayPal bank feeds refunds not downloading in QuickBooks Online (QBO) is already tagged as closed and resolved. Since you still experience the same issue, you'll want to contact our support team again. They can further check your account and fix what's preventing the refund transactions from being downloaded. 

In the meantime, you can follow the workaround provided by my colleague, Giovann_G to manually import the refund transactions in QBO. 

It's also recommended to reconcile your transactions regularly to ensure that your bank balance and QuickBooks are in sync.

I'm always around to help if you have any other concerns with downloading your PayPal transactions in QBO. Feel free to visit the Community space again. Have a good one.

I am having this problem as well.  Payment refunds from paypal are not downloading to quickbooks

Hello, SethNewDirections Cello. 

QuickBooks recognizes downloaded transactions depending on how PayPal imports them into the system. 

I recommend contacting their support for further assistance with this matter. In this manner, they can advise you on how to handle the situation. You can find PayPal's contact information by searching for it in the App Center. 

Here are the steps:

1. Navigate the Apps tab.
2. Click Finds Apps.
3. Type a keyword in the Search for an App field.
4. Under Contact, choose either a phone number or email address.

Once everything is set, you can check our learn the reconcile workflow to ensure the amounts match your real-life bank and guidelines on how to fix reconciliation issues.

If you have any additional questions, please let me know. I'll still be available to help.

@SethNewDirections Cello 

Explore the connector app as I mentioned earlier.

https://partnerstack.synder.com/quickbooks