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SueTy
Level 3

Trouble finding match for refund receipt

Hi QB Community,

 

I have a problem -- I've attached a document with screenshots to illustrate it.

 

In a nutshell, though: my bookkeeper has created a receipt for a refund for $20.00; I see it in QB under the Sales tab.

 

In QB Banking, when I go to review the transaction, I see this listed as a BankDeposit.

 

But, when I click on that record to match with the receipt, I can’t find a match for this receipt.

 

My questions:
1. How can I create a match for this $20 record?

2. Why is QB not finding it? My bookkeeper and I did an earlier refund where she created the receipt and I was able just to match it, so I’m confused about why it’s not happening here.

 

@JessT  helped me a lot with a similar problem recently (similar in that a sales receipt existed but QB wasn’t finding it); in that case, he had me create a bank deposit from two transactions to match.

But I wonder why QB found a match for a refund before without my doing this, and, if I need to do something similar to what @JessT  suggested, would I create a “bank deposit” for a refund?

Thank you!!

Solved
Best answer January 10, 2021

Best Answers
Catherine_B
QuickBooks Team

Trouble finding match for refund receipt

Hello there, SueTy.

 

Thanks for further clarification about your questions. Yes, you're unable to create a negative deposit in QuickBooks. Also, creating a Refund receipt will indicate an expense that's why you're unable to match a Deposit transaction posted in your bank feeds. You'll have the option to match a Refund receipt to a Spent transaction on the Banking page. 

 

 

You can exclude the deposit downloaded in your bank feeds and edit the Refund receipt to directly post it to the account instead of Undeposited Funds. Let me show you how: 

 

  1. Go to the Sales menu and look for the Refund receipt.
  2. Under the Refund from field. 
  3. Select the bank where you'll get the funds for the refund. 
  4. Click Save and close

Here are a few articles that will help you in managing bank downloaded transactions and creating refunds to customers

 

Let me know if there's anything else that you need help with. You take care and have a great day!

View solution in original post

6 Comments
AileneA
QuickBooks Team

Trouble finding match for refund receipt

Hello, SueTy. 

 

Thank you for the screenshot you've provided. This helps me identify the problem. Let's check the transactions you've added is show up in the For Review tab. From there, you can review, modify/edit, and match it.  The review tab is where you can control to balance your transactions all in one spot.

 

However, you're unable to find a match you'll need to verify the transaction first if the date is the same and the amount. Make sure the transaction has not previously matched to other transactions.  

 

You can read more of this article about matching and managing receipts: Categorize and match online bank transactions in QuickBooks Online

 

If the same thing happens, try to clear your browser’s cache. There are times unexpected behavior occurs. Also, you can use other supported browsers. This can be a temporary issue with the browser that you're using when opening QBO. 

  

Keep in touch if there's a doubt in your mind. I'm here to help. Stay safe!

SueTy
Level 3

Trouble finding match for refund receipt

Hi AileneA,

 

I appreciate your trying to help me, but I cleared the cache and changed the date of the receipt to match that of the record I found under Banking/Review, and it didn't help. I'm still not seeing anything when I try to match this refund, though the receipt for it is there under Sales. 

 

Do you have any other suggestions? In the record under Review, can I just enter the information that's in the receipt, or will that cause a duplicate in the system that will result in accounting problems?

 

Thanks in advance for any help you can provide!

 

Sincerely,

 

Sue

GlinetteC
Moderator

Trouble finding match for refund receipt

Thanks for performing the recommended steps suggested b my colleague, Sue. Let me provide the additional option on how we can sort this out.

 

We can recreate what happened the thing it happened, then will match within your bank feed. Let's drill down into the Sales and Refund receipts and change the Refund From and Deposit to accounts, to Undeposited Funds account. Then, let's go to the Bank deposits and select only the transaction that totals the amount that hit your bank account that you need to match. 

 

Create a bank deposit on the same day the amount went into your bank feed, and then you will have a match to add the transactions that make up the deposit for that day. 

 

On your second question, "In the record under Review, can I just enter the information that's in the receipt, or will that cause a duplicate in the system that will result in accounting problems?", you'll have the option to remove/delete one of the transactions, you can either Exclude the Refund or delete the Sales Receipt.

 

You can learn the detailed steps about excluding transactions in this article: Exclude a bank transaction you downloaded into QuickBooks Online.

 

I'd appreciate it if you'd update me on how it goes. I want to make sure everything is taken care of for you.

SueTy
Level 3

Trouble finding match for refund receipt

Hi GlinetteC,

I really appreciate your replying to me, but unfortunately, this solution didn't work. When I tried to create a bank deposit, it told me I couldn't because, since it's a refund, the amount is negative, and QB is telling me that I can't do a bank deposit unless the amount is over $0.00.

 

I've attached a screen capture of this error message. Do you have a sense of what I can do now? It's so frustrating, because I'm going to have to do several refunds, and both my bookkeeper and I need to know how to do the receipts for them so that they will show up in Banking/Review for me to match.

Thanks so much in advance, and again, for your time and any help you can offer!

 

Sincerely,

 

SueTy

Catherine_B
QuickBooks Team

Trouble finding match for refund receipt

Hello there, SueTy.

 

Thanks for further clarification about your questions. Yes, you're unable to create a negative deposit in QuickBooks. Also, creating a Refund receipt will indicate an expense that's why you're unable to match a Deposit transaction posted in your bank feeds. You'll have the option to match a Refund receipt to a Spent transaction on the Banking page. 

 

 

You can exclude the deposit downloaded in your bank feeds and edit the Refund receipt to directly post it to the account instead of Undeposited Funds. Let me show you how: 

 

  1. Go to the Sales menu and look for the Refund receipt.
  2. Under the Refund from field. 
  3. Select the bank where you'll get the funds for the refund. 
  4. Click Save and close

Here are a few articles that will help you in managing bank downloaded transactions and creating refunds to customers

 

Let me know if there's anything else that you need help with. You take care and have a great day!

View solution in original post

SueTy
Level 3

Trouble finding match for refund receipt

Yay!! Thank you so much, @Catherine_B -- this solved my problem: once I did what you said, I was able to match and reconcile and now can go on my merry way :)

 

Thanks also to @GlinetteC  and @AileneA  for the tips and for working on this problem with me. 

 

Once again, the Quickbooks community saves the day, and I so appreciate it!

 

Cheers,

 

SueTy

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