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Level 2

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

In QB 2017 and all previous versions I have used, QB would fill out forms when you selected the customer from the drop down customer job menu.
Credit card refunds/credit memo's are broken and not doing this.
I had to refund a customer a small amount back to their credit card because I did not have the full quantity on hand for an item they had purchased via a sales receipt credit card sale. 

Here's how to reproduce this bug:
On the Credit memo screen, select the customer in the customer job pull down menu.
It fills out their name and address just fine in that screen.

The next screen where you give the refund via a credit card, none of the customers name, address or credit card info is there.
So now you have to get back to the customer jobs screen and copy paste all those items one at a time. 
Name,address, credit card number, exp date, etc.
This is really annoying.
This is only in QB2020, all previous versions of QB I have used for many years, this was not broken.
I have submitted bug reports twice about this via the help menu and no replies from Intuit.

8 Comments
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QuickBooks Team

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

This unusual behavior can be caused by corrupted data, @EL34.

 

You can try pulling up the customer information by using our sample company file. This way, we can determine if the issue exists in QuickBooks.

 

Let's process troubleshooting steps to resolve this issue. Before doing so, let's make sure that your QuickBooks is updated to the latest release.

  1.   From the QuickBooks Help menu, select Update QuickBooks.
  2.   On the Update QuickBooks window, go to the Update Now tab. You can ignore the table because you don't need to change anything.
  3.   (Optional) Put a checkmark in the box Reset Update box to erase all previous update downloads. (Note: This may increase the amount of time needed for the update.)
  4.  Select Get Updates.
  5.  Restart QuickBooks. When prompted, accept the option to install the new release.

If these steps fail to resolve the issue, please visit this article and scroll-down to Solution 1-7 for additional troubleshooting steps: Resolve Problems Opening QuickBooks Desktop or your Company File

 

If it works on the sample file, we'll run the Verify/Rebuild utility to detect the data damage. I'll walk you through the steps:

 

  1. Click File.
  2. Go to Utilities, then choose Verify Data.
  3. If QuickBooks detected no problems, there's no further action needed. If you receive a message, "Your data has lost integrity", the file is damaged. Just continue to Rebuild Data to correct the problem.
  4. When you Rebuild Data, you'll receive a message to back up your company file, just click OK. The utility starts as soon as the backup is finished.
  5. Click OK when you get the message "Rebuild has completed".
  6. Run Verify Data again to check for remaining data damage.
  7. Once done, please check the statement date. 

 

You can keep us updated after trying the steps. Just drop a comment below. 

 

Highlighted
Level 2

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

delete this post

Highlighted
Level 2

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

I don't have a sample company file to test
It may have gotten deleted after I installed QB2020

 

My quickbooks was up to date
I reset all updates and ran them again
That did not fix the problem
Credit memo still does not pull up the CC info

The link you added is for if you cannot open your company file
I do not have that problem

Running verify data did not find any issues

That runs every day when I do a backup
I ran it again anyway

I have Quickbooks tool hub and File doctor installed
I have already run those programs several times
They find nothing wrong with my company file
You can see that in my screen shot

Highlighted
Level 2

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

I also just ran Rebuild data just for the heck of it

It found two errors and fixed them
Both errors were related to the To Do note list

After all the things I did listed above, credit memo is still not pulling up the customer credit card info for a credit memo.
It pulls up their name and address in screen one and two, but the final screen where you process the credit card credit is blank

Highlighted
Level 2

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

I process credit card sales all day long in Sales Receipts without any problems
All the customer credit card info is present when I process the card sale.

It is only Credit memo- credit card refund that is the problem here

Highlighted
QuickBooks Team

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

Thanks for your prompt response, @EL34.

 

I appreciate the details a lot. Since the issue persists when you've gone through all these steps in troubleshooting the credit memo, I'd recommend reaching our Tech Support Team. From there, they'll ask for your info to pull up your account in a secure and investigate this behavior via share screen.

 

Here's how to contact them:

  1. In your QuickBooks, press F1, and then click Contact Us.
  2. In the text box, type your query and hit Continue.
  3. Choose to Start a chat or Get a callback.
    1.PNG

You can reach Mondays-Fridays or check our support hours to contact us at your most available time.

 

Additionally, you can always visit our Help page to check for articles such as customer statements and refunds and credits.
 

We're always at your back if you need further assistance after reaching them. The Community is here to help anytime. Stay safe and healthy! 

Highlighted
Level 2

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

That's not going to work for me
Why should I start all over again when all the info is here with screen shots.

Are there any Intuit people here?

Highlighted
New Member

QB 2020 desktop BUG: QB2020 not pulling up customer info when creating credit card credit memo

I have litterally the exact same infuriating problem. Like I have nothing better to do than track down card details and input every time I process a refund.

Bravo Quickbooks on taking the time out of your day to break something that wasnt broken. How could you possibly have had enough time to pull yourselves away from forcing people into upgrades or selling defective products?

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