Customer overpaid and wants credit balance refunded. I followed instructions online to creat credit memo,select refund and it created the check which I printed. But customer still shows credit balance. Check doesn’t show up under receive payments to link.

Let's record it differently, @Deb067.

First, I suggest going to the customer's transaction list and deleting the credit memo/refund check you created. This way, you can issue a check and then account it to Accounts Receivable by selecting the specific customer you wish to give a refund. Once done, I recommend linking these transactions (the overpayment and check) by recording a Receive Payment to offset the customer's credit balance.

Here's how to delete the refund check:

1. From the customer's account, go to the Transactions section.
   
2. Double-click the Credit Memo or refund check you created and select the Delete button.
   

Then, go to the Banking menu and follow these steps:

1. Navigate to the Banking menu and click Write Checks.
2. Select the customer from the Customer:Job field, then in the ACCOUNT field dropdown, choose Accounts Receivable.
3. Enter the refund Amount.
4. Hit Save & Close.
   

Lastly, record a received payment to link the customer credit balance (from the Apply Credits window) and the check you created:

1. Under the New Transactions, select Receive Payments.
2. Tick the Check you created from the Customer Payment window
3. Click the Apply Credits link below the Customer Payment window.
4. Check the Available Credits line item.
5. Hit Done and then select Save and Close.

For detailed information on the process, check out these reference:

• Give your customer a credit or refund in QuickBooks Desktop for Windows.
• Write off customer and vendor balances.

For easy tracking of your sales and expenses of your customer, you can refer to this article: Customize customer, job, and sales reports in QuickBooks Desktop.

If you need a hand with the refund process for your customer in QuickBooks Desktop, just hit the Reply button below. I am readily available to help address any inquiries or issues you might encounter.

Thanks so much for the quick reply. Before I delete the credit memo just have a question. I already printed the check from the credit memo by selecting give a refund. Do we need to void this check or when I follow your instructions I can apply this check number and utilize the same check? 

Yes, you can void your created refund check to ensure financial records are accurate and there are no discrepancies, @Deb067. Let me guide you on how to void it.

To begin, voiding the check will preserve a transaction record without affecting your account balances. Before proceeding to void the check, please take note of the transaction details for your records. Then, follow the steps below to void:

1. Go to the Customers menu and choose the Customer Center. 
2. Select the specific customer for whom you want to void the check.
3. Double-click the refund check you created and select the Void option.   

Afterward, you can proceed by following the steps outlined by my colleague, which involve Writing checks and linking the customer credit through the Receive Payment process.

However, if you prefer to reuse the same check or check number, you'll need to clear the line items in the Items tab and utilize the Accounts Receivables in the Expenses tab. Here's the process to follow:

1. Locate and double-click the refund check you created.  
2. Leave the Pay to the Order of field blank and clear the line items.  
3. Go to the Expenses tab and select Accounts Receivables.  
4. Enter the amount, add a memo, and select the specific customer.  
5. Review your entries to ensure accuracy.  
6. Finally, click Save and Close.

Next, create a receive payment to link the customer's credit balance with the check you generated. Here's how:

1. Under the New Transactions menu, choose Receive Payments.
2. Select the check you created in the Customer Payment window.
3. Click the Apply Credits link located below the Customer Payment.
4. Verify the Available Credits line item.
5. Finally, click Done, and then select Save and Close.

You might find this article helpful if you're dealing with an error, overpayment, or underpayment that requires additional time to collect or settle the amount owed: Write off customer and vendor balances.

For future reference, you can check this article for guidance on efficiently monitoring your customers' sales and expenses, which will help you maintain accurate financial records: Customize customer, job, and sales reports in QBDT.

You can count on the Community team for assistance with handling refunds and voiding checks in QuickBooks. If you have any other concerns, please feel free to reply in the thread below. We're here to support you and are eager to help.

Thank you! I deleted the credit memo and voided the check I created previously. 

Not sure if the previous instructions are still correct now? When I go into the write check screen, shouldn’t I complete the pay to the order field as now I am creating a new check? Then link it to the credit balance? 

Thanks for getting back with the Community, Deb067.

If you still need to refund your customer, you can start by creating a credit memo for the transaction.

Here's how:
 

1. In your top menu bar, go to Customers, then Create Credit Memos/Refunds.
2. From the Customer:Job drop-down list, choose a customer.
3. Enter each item you're giving a credit for and select Save & Close.

In your Available Credit window, you can choose one of the following:
 

• Give a refund - You can issue refunds in cash or checks. If your customer used a credit card, you can refund their payment electronically.
• Apply to an invoice - QuickBooks will open the Apply Credit to Invoices screen and allow you to pick an invoice you want to apply your credit to.
• Retain as an available credit - QuickBooks enter a negative amount in your Accounts Receivable (A/R) register for the credit memo. You can use this credit as payment for another transaction. If you choose to retain as an available credit, you'll see your available credits in the customer payment window.

If you chose Give a refund:
 

1. Your check is filled out automatically. Click OK.
2. Link the check to your overpayment by going to Customers, then Receive Payments.
3. From the Received from drop-down, choose your Customer and click the Discounts and Credits icon.
4. In your Available Credits section, pick the check you created, then hit Done. You may see a prompt to Confirm transfer. If you do, press Yes. The amount will be applied automatically to your invoice. 
5. Select Save & Close.

If you need to apply a credit to an invoice or retain it as an available credit, you can refer to our Give your customer a credit or refund article.

Please feel welcome to send a reply if there's any additional questions. Have an awesome Monday!

Hi Zach, the instructions you provided were the original ones that I had followed and did not work for me as it left me with a credit balance still remaining on my customer account I followed instructions to delete the credit memo and void the check. I am starting from scratch on trying to provide a refund for overpayment. I believe through write check option but instructions above doesn’t say to complete the payable to section so thinking it’s not taking me through providing a new check number. Can I please have instructions on this process? Thank you. 

I appreciate you taking the time for follow-up, Deb067. I value the effort you've invested in this matter and am committed to simplifying the process for you.

To initiate a refund for your customer, we can process it through Write Checks, then adjust your account with the necessary payments. Below is a detailed, step-by-step guide to complete this process effectively:

To begin, Let's record the overpayment through Write Checks:

1. Navigate to the Banking menu and select Write Checks.
2. Add the necessary information.
3. In the Account Column, choose Accounts Receivable.
4. Enter the Amount and the correct Customer.
5. Once done, click on Save and Close.

After, lets go ahead and go to Receive Payments:

1. Go to the Customers menu and select Receive Payment.
2. Choose the customer's name from the Received From dropdown.
3. Enter the payment amount, verify the date, and select the payment method.
4. Select the invoices to pay and add any Discounts and Credits.
5. Apply Credits, then click on Done.
6. Click Save & Close.
   
   

For further assistance, check these article: Record an invoice payment.

Discover the process of sending detailed statements to your customers that provide a comprehensive overview of their financial interactions with your business. Just please refer to this article: Create and send customer statements in QuickBooks Desktop.

We are dedicated to making this process easier for you. If you have any inquiries, please click on Reply. Have a wonderful day ahead!

Thanks - so assuming I’m printing the check after step 1 and then proceed to step 2? I need to provide the check for the credit balance due to overpayment. 

I appreciate you continued the discussion, Deb067. Yes, you can proceed to Step 2, as detailed by my colleague, Irish. In the next phase, you need to connect the printed check to the Receive Payment section within the system. Allow me to guide you through this process, complete with screenshots to help illustrate each step clearly:

1. Proceed to the Customer menu and click Receive Payment.
2. Select the customer's name from the Received dropdown menu.
3. Input the payment amount (refund amount), verify the date, and select the payment method.
4. Choose the invoice to pay and add any Discounts or Credits.
5. Apply Credits, then select Done.
6. Select Save and Close.

For more help in processing customer refunds, please see the article: Give your customer a credit or refund in QuickBooks Desktop.

Moreover, to effectively track your sales and expenses, utilize predefined customer, job, and sales reports. For guidance on tailoring these reports to meet your business needs, refer to:  Customize customer, job, and sales reports in QuickBooks Desktop.

If you have any questions or concerns about a customer refund, please feel free to reach out by clicking the reply button below. Our Community is always ready to assist you, providing comprehensive information and support to ensure you have all the necessary details.

This is getting frustrating. Looks like it removed the credit balance from the original invoice but added a payment for the amount of the check and now I have a credit balance again for the same amount.

is there a number to call for support to talk to someone? 

I think it applied the credit but also recorded a payment so now there is the credit balance again