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csefinance
Level 1

QB POS 19.0 Reverse Receipts Not Working

We're unable to Reverse Receipts in POS 19.0 like we could in 18.0. We've narrowed it down to receipts that are generated by Webgility into POS because it's all the receipts under the new Ecommerce filter. 

 

I've checked the Reverse Receipts is allowed as a permission for all users.

 

But the button is greyed out only for these type of receipts. 

 

We used this for reversing and creating a backorder Sales Order for items that are not in stock.

 

How can we get use of the Reverse Receipts feature again like we had in 18.0 and before.

8 Comments 8
ReymondO
QuickBooks Team

QB POS 19.0 Reverse Receipts Not Working

Hi there, @csefinance.

 

There might a system issue with your QuickBooks Point of Sale 19.0. This can be the reason why you're unable to do the Reverse Receipts.

 

Let's run some basic troubleshooting steps to fix the error. This way, you can get back to your business right away.

 

To start, update your QuickBooks Desktop Point of Sale system to the latest release. Doing this will help you fix some minor data issues in your device. 

 

  1. Sign in to your point of sale system as an admin.
  2. Go to the Help menu and hover over Software Update. Then select Check for updates. If QuickBooks finds an update, you'll see it as an option.
  3. When you're ready, select Update now and then OK.

 

If you're still getting the same result, perform a clean reinstall for QuickBooks Desktop Point of Sale. Then, test it again in a New Windows User (Windows 10 or Windows 8/7).

 

If the issue persists, I'd recommend reaching out to our Point of Sale Support. This way, they can provide you further help in accessing the Reverse Receipts feature again. 

 

The Community always has your back, so please let me know if you have any other questions. I'll be more than happy to help. Keep safe.

ReymondO
QuickBooks Team

QB POS 19.0 Reverse Receipts Not Working

Hi casa3,

Hope you’re doing great. I wanted to see how everything is going about the reverse receipts concern you had yesterday. Was it resolved? Do you need any additional help or clarification?

If you do, just let me know. I’d be happy to help you at anytime. Looking forward to your reply. Have a pleasant day ahead!

csefinance
Level 1

QB POS 19.0 Reverse Receipts Not Working

I went through the recommendations above, and then also called Quicbooks POS support. They said due to the new way POS and Webgility are connected, you can no longer reverse receipts inside POS that have been fed into POS from Webgility. You can only now refund. 

 

We used the reversal for orders that would be custom or backorder, to then create a Sales Order with a deposit...which was also used to create the Purchase Orders, as needed.

 

So we can still get to the same endpoint by doing a Refund and then creating the SO with a deposit. It just takes a bit more time to refund when you have several items on the receipt, and also making sure we keep the payment method the same...compared to the Reverse feature.

 

Quickbooks POS support said to contact Webgility about being able to reverse...as it was being controlled by them. We called Webgility, and they confirmed that due to how POS and Webgility are connected, you can't reverse receipts in POS that are fed into POS from Webgility. But...you can do a reverse if you unsync the receipt from Webgilitty. The only issue with that is that it then puts the order details and "money" back in Webgility...and we want that in POS...because we would then end up with 2 receipts...the one we sell out from a Sales Order and then the one Webgility would create again once we shipped the order.

PBDcollectibles
Level 2

QB POS 19.0 Reverse Receipts Not Working

You just suck.. That is INtuit first techsupport suggestion.. Update and then reinstall for EVERY single issue. Now they are holding my business hostage unless i pay 5k to upgrade so i can actually reverse CHECK PAYMENTS.. I couldnt be more pissed that i was not told when buying this that INTUIT would completely CRIPPLE the software when they Sunset and then make me have to pay FULL PRICE for the new version.   Bullshiz

EGGY
Level 1

QB POS 19.0 Reverse Receipts Not Working

Were you able to resolve this? 

We are having the same issue after updating and we use Webgility as well...

Curious if you found a work around other than refunding and undo-synching...

We would really like the 'reverse' function back!

JasroV
QuickBooks Team

QB POS 19.0 Reverse Receipts Not Working

I'd like to help you get the reverse function back, @EGGY.

 

I appreciate you for updating your QuickBooks Point of Sale (POS). Let me add some insights on how to get around this issue. I recommend doing a clean install to isolate this. This resolve problems during installation or while running the software.

 

If this isn't the case, I propose contacting our Point of Sale support team. There, one of our agents can look into your account and check why the Reverse Receipt feature isn't visible on your end.

 

Once everything is settled, you might want to check out our Refunds and credits page. Here, you can browse and read some of our resources that can guide you in efficiently running your QuickBooks POS.

 

You're always welcome to leave a reply in this thread if there's anything else you need assistance with refunding your customer or with your POS. I'm more than happy to help you out anytime. Keep safe and stay healthy!

EGGY
Level 1

QB POS 19.0 Reverse Receipts Not Working

Hi,

I am having the same issue as the above client.

I cannot reverse receipts that have been pulled in from Webgility.

Is there a fix for it?

AileneA
QuickBooks Team

QB POS 19.0 Reverse Receipts Not Working

Hello, EGGY.

 

To further assist you further with this, I recommend reaching out to our Customer support team. They use specific tools to pull up your account in a safe environment and help you reversing the receipts. Here's how to connect with them via chat: Chat with us

 

Then, to ensure that a representative will assist you right away, please see our support hours site.  

 

Please know that I'm still here to offer additional assistance if you have other questions. Just leave a comment below. Have a good one.

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