Fix a credit card payment processed twice in QuickBooks Online

When a customer’s credit card payment gets processed twice, the merchant can void the extra charge before the settlement cut off time of 3 PM PST. After the cut off time, the merchant can process a refund. Here’s how to process the refund.

Step 1. Refund the customer's credit card

1. Select + New.
2. Under Customers, select Refund Receipt.
3. Select the name of the customer.
4. From the Payment Method ▼ dropdown, select the type of credit card your customer uses.
5. Select the Process credit card checkbox.
6. In the PRODUCT/SERVICE column, select the product/service item you use for refunds. Select Add New if you don't have any.
7. Enter the amount. It should be a positive number.
8. Enter other information you want to save with the refund.
9. Select Save and close.

Re-enter a voided extra payment

You can void the payment if the settlement cut-off time hasn’t passed yet. If you voided the extra payment, you need to re-enter it.

1. Select + New.
2. Then select Receive payment.
3. Enter the customer's name and the amount received.
4. If there are invoices with open balances, clear any checkmarks next to them to remove the payment.
5. In the Payment Method ▼ dropdown, select Credit Card. Make sure there's no checkmark in the Process credit card checkbox.
6. Select Save and close.

Step 2. Create an invoice

1. Select + New.
2. Select Invoice.
3. Enter customer's name.
4. In the PRODUCT/SERVICE column, Select the product/service item you use for refunds.
   Note: This must be the same product/service item you used when you entered the refund in Step 1.
5. Enter the amount that was on the duplicate payment.
6. Select Save and send.

Step 3. Link the invoice to the payment

1. Select + New.
2. Then select Receive payment.
3. Enter the customer's name and leave all other fields blank.
4. In the Outstanding Transactions section, select the checkbox for the invoice you created in Step 2.
5. In the Credits section, select the checkbox to apply that credit to the invoice.
6. Select Save and close.