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Fix a credit card payment processed twice in QuickBooks Online
by Intuit•14• Updated 3 months ago
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
- Select + New.
- Under Customers, select Refund Receipt.
- Select the name of the customer.
- From the Payment Method ▼ dropdown, select the type of credit card your customer uses.
- Select the Process credit card checkbox.
- In the PRODUCT/SERVICE column, select the product/service item you use for refunds. Select Add New if you don't have any.
- Enter the amount. It should be a positive number.
- Enter other information you want to save with the refund.
- 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.
- Select + New.
- Then select Receive payment.
- Enter the customer's name and the amount received.
- If there are invoices with open balances, clear any checkmarks next to them to remove the payment.
- In the Payment Method ▼ dropdown, select Credit Card. Make sure there's no checkmark in the Process credit card checkbox.
- Select Save and close.
Step 2. Create an invoice
- Select + New.
- Select Invoice.
- Enter customer's name.
- 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. - Enter the amount that was on the duplicate payment.
- Select Save and send.
Step 3. Link the invoice to the payment
- Select + New.
- Then select Receive payment.
- Enter the customer's name and leave all other fields blank.
- In the Outstanding Transactions section, select the checkbox for the invoice you created in Step 2.
- In the Credits section, select the checkbox to apply that credit to the invoice.
- Select Save and close.
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