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Void or refund customer payments in QuickBooks Online

SOLVED•by QuickBooks•3089•Updated 3 weeks ago

Learn how to void or refund payments you process through QuickBooks Online.

If you have QuickBooks Payments, you can take and process your customer's credit card payments in QuickBooks Online. But sometimes, you might need to void or refund payments so your accounting stays accurate. We'll show you how to void or refund payments, as well as give partial refunds.

To watch more how-to videos, visit our video section.

Find out when you can void or refund a transaction

  • Payment transactions batch at 3:00 PM PT every business day. If the payment transaction isn’t batched yet, you can void it. If you void the transaction before the payment gets processed, you’ll avoid a fee. Learn more about the payment processing times here.
  • If the payment transaction has already batched, you’ll need to give your customer a refund. You can refund the whole amount or refund specific products, services or fees. Keep in mind that there are fees for refund transactions.
    Note: If you already set up instant deposits, the payments are batched automatically.

Void a sales receipt paid by credit card

  1. Sign in to your QuickBooks Online account.
  2. Go to Bookkeeping, then select Transactions, then select the All sales tab.
  3. Find the sales receipt you want to void.
  4. In the Action column, select Void from the ▼ dropdown.
  5. Select Yes to void the sales receipt. If you want to print a copy, select Print from the ▼ dropdown in the Action column.

Void an invoice paid by credit card

  1. Go to Bookkeeping, then select Transactions, then select the All sales tab.
  2. Find the invoice you want to void.
  3. In the Action column, select Void from the ▼ dropdown.
  4. Select Yes to void the invoice. If you want to print a copy, select Print from the ▼ dropdown in the Action column.

Tip: You can also void customer payments in the QuickBooks GoPayment mobile app.

Refund a customer's payment

There are a few ways you can issue refunds in QuickBooks Online. Follow the steps based on how you processed the transaction.

Note: Take note of these requirements when you issue credit card refunds.

  • Credit card refunds can only go back to the original card used for the payment. You might need to contact your customer to verify this info.
  • You can only refund up to the amount of the original sale.
  • You can only issue credit card refunds within 90 days of the sale.
  1. Select + New, then select Refund receipt.
  2. From the Customer ▼ dropdown, select the customer you want to issue a refund to.
  3. Fill out the fields with the same info on the original sale.
    • To issue a refund to their credit card, select Credit card from the Payment method ▼ dropdown.
    • To issue a refund to their bank account, select Direct Debit from the Payment method ▼ dropdown.
      Note: If you don't have the Direct Debit in the Payment method ▼ dropdown, select + Add new, then select Save.
  4. From the Refund from ▼ dropdown, select the account you want to issue the refund from.
  5. Select Save and close.

If you have QuickBooks Payments, you can refund a customer who paid you with a credit card right from the sales receipt, invoice, or associated payment.

  1. Go to Bookkeeping, then select Transactions, then select the All sales tab.
  2. Find and select the sales receipt, invoice, or payment you want to apply a refund to.
  3. In the footer, select More, then select Refund.
  4. Review the transaction info, then select Save and close.
    Note: If you need to issue a partial refund, you can edit the items or amount accordingly.

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