How to fix Refund error message: "Make sure your email address is correct to continue"? All emails are correct. I have refunded this customer before.

Hey there, wjbwendy.

I've encountered your post from another thread sharing the same concern. With this, my colleague JanBon has shared some steps to help you. Proceed to this link for the complete info: https://quickbooks.intuit.com/learn-support/en-us/other-questions/re-refund-a-customer-credit-card-p...

Feel free to share any concerns you may have with refund payments or sales transactions in this thread or the other one. Take care.

When I clicked on all the resources to get help as instructed, it only pointed me to post here on the community. All other options (call back) were grayed out    QB sends me in an endless help loop.  Very frustrating.

I understand the importance of creating a refund transaction without this certain error and calling our online team support, wjbwendy. Please know that this is not what we want you to feel. 

The working hours of the Plus, Essentials, and Simple Start support are Monday to Friday from 6 AM to 3 PM PT. While in Advanced, any time, any day. This explains why you're unable to call or chat with our support right now. 

As I checked and used my resources, I discovered a new investigation had been created (INV-96658). Therefore, I recommend reaching out to our support so that they can add you as one of the impacted users, and you'll be able to receive an update regarding the said issue. 

As you call our support, kindly add the investigation number so that they can easily find it in their system. Please know that there's no timeframe as they fix this matter.  

Here's how to contact our support:

1. In your QBO account, select Help (?). 
2. Choose the Search tab.
3. At the bottom of your screen, click Contact Us.  
4. Type your concern. Then click Continue. 
5. You may choose Callback, Appointment, or Chat as your way to connect with us. 
6. Kindly fill out the provided field such as your First name, Last name, Email address, and Phone number. 
7. Depending on what you choose as your way to connect with us, click Callback, Schedule an appointment, or Chat. 

In addition, you can also use this material to learn more about our support hours and how to call them: QuickBooks Online Support.

Furthermore, you can also browse our Community articles to see some related topics that can help in your future transactions.  

The comment section is always open for any additional information as you contact our support or if you have further concerns. We're always around to help.