Handle duplicate credit card transactions in QuickBooks

Learn how to handle duplicate credit card transactions in order to maintain accurate records and prevent items from populating in Problems to be Resolved when recording your deposits.

For QuickBooks Online

Follow the steps to record and refund the transaction in QuickBooks Online.

Step 1: Record the sale with a Sales Receipt

1. Select the Plus icon (+) at the top, then Sales Receipt.
2. Fill out the information to reflect the invoice.
3. Uncheck the Process credit card box to avoid double charging the credit card.
4. You may also add a Memo for your records.
5. Select Save and Close.

Step 2: Create a Refund Receipt to offset the Sales Receipt

1. Select the Plus icon (+) at the top, then Refund Receipt.
2. Fill out the customer information to match the Sales Receipt.
3. Uncheck the Process credit card box to ensure you are not charging the customer again.
4. Select Save and Close.

Step 3: Process the refund in QuickBooks Payments

Now that you have recorded the Sale and Refund record inside of QuickBooks Online, you will need to now refund the money via merchantcenter.intuit.com.

1. Go to Activities & Reports and select Transactions.
2. Select a date range that corresponds to the transactions.
3. Select Search and choose the duplicate to open up the details screen.
4. Select Reverse.
5. Look for the transaction you want to process and put a check mark.
6. Review the information and select Submit to refund the money to your customer.

For QuickBooks Desktop

I experienced a duplicate transaction and need to refund the customer

Follow these steps to both record a duplicate and issue a refund in QuickBooks Desktop.

1. Locate the affected customer in Customer Center.
   Note: Make sure to select All Transactions in the drop-down labeled Show.
2. With that customer selected, click Customers > Receive Payments from the menu at the top.
3. Uncheck the box labeled Process XX payment when saving.
4. Enter the date and details of the missing transaction.
5. Select Refund the amount to the customer. Once the payment looks right, select Save & Close.
   Note: If there are outstanding invoices on the customer's account, QuickBooks Desktop will not allow you to refund the customer. Void or delete the outstanding invoice/s, complete steps 2 - 7, and re-enter the invoice/s.
6. Modify the date to today's date.
7. Check the box labeled Process credit card refund when saving and select OK.
8. Enter the cardholder name and select Submit.
9. Now in the Customer Center, you will see the original payment, the duplicate, and the refund. Repeat steps 2-7 for any additional duplicates and corresponding refunds.

I experienced a duplicate transaction and already refunded the customer

If you've already taken corrective action and processed a refund by check or through the Merchant Service Center, it's necessary to record the duplicate transaction and the refund in QuickBooks Desktop. Follow these steps to record a duplicate transaction and the refund you already issued.

1. Locate the affected customer in Customer Center.
   Note: Make sure to select All Transactions in the drop-down labeled Show.
2. Select Customers > Receive Payments from the menu at the top.
3. Uncheck the box labeled Process XX payment when saving.
4. Enter the date and details of the missing transaction.
5. Select Refund the amount to the customer. Once the payment looks right, select Save & Close.
   Note: If there are outstanding invoices on the customer's account, QuickBooks Desktop will not allow you to refund the customer. Void or delete the outstanding invoice/s, complete steps 2 - 7, and re-enter the invoice/s.
6. Modify the date to the date the refund was processed.
7. Once processed, uncheck the box labeled Process credit card refund when saving and select OK.
8. In the Customer Center, you will see the original payment, the duplicate, and the refund. Repeat steps 2-7 for any additional duplicates and corresponding refunds.

I need to record a refund

If a vendor issued a refund to you, it may be necessary to record that refund in your bank register for reconciliation. For detailed instructions, see Record a deposit and refund from a vendor for a bill already paid.