Quickbooks pos refunds not working

Hi @Kevprit00,

I'm here to handle your concern about an error message you receive during a refund process. 

There's a new Refund Policy that looks back 6 months. It totals all charges and takes not of those that weren't voided for the particular merchant and credit card number combination. This ensures that all previous refunds that were voided plus the requested refund amount don't exceed this total.

I'll share two separate sets of steps you can follow. If the first set doesn't work for you, then you can follow the other, or vice versa. 

Here's how:

1. Sign in to your QuickBooks Payments account.
2. Go to the Processing Tools menu.
3. Select Reverse a Transaction.
4. Fill out the necessary fields, then press Search.
5. Choose the transaction(s) you want to refund, then hit Submit.

The alternate set of steps is in this article: Void or refund transactions in QuickBooks Payments. Look for the Alternate method to Reverse or Void a sale section.

On the same note, I suggest you view this article as well: Am I charged a fee on refund or void transactions? You'll find a short description of a void, and a refund transaction. You'll also find a detailed explanation as to when you can use these for your transactions. 

Don't hesitate to add a comment below if you have other questions about your refund situation. I'll be sure to get back to you. 

Thanks for the reply. I’m a little confused with what you are saying .  I’m using Quickbooks pos so I do everything on there. We rarely have to void or refund but every once an awhile we do. So Saturday we had a sale and then later that day we had to do a return on the item. We first tried to reverse it and it wouldn’t let us do we tried to do a refund and it said amount exceeds limit and wouldn’t refund. So we had the customer come back today and we tried to refund today and it said the same thing. The last time we had to do a refund was a few weeks ago and the same thing happened so we had to just refund in cash. 
Hope this makes sense. Let me know what I’m doing wrong here.

Thanks for the reply. I’m a little confused with what you are saying .  I’m using Quickbooks pos so I do everything on there. We rarely have to void or refund but every once an awhile we do. So Saturday we had a sale and then later that day we had to do a return on the item. We first tried to reverse it and it wouldn’t let us do we tried to do a refund and it said amount exceeds limit and wouldn’t refund. So we had the customer come back today and we tried to refund today and it said the same thing. The last time we had to do a refund was a few weeks ago and the same thing happened so we had to just refund in cash. 
Hope this makes sense. Let me know what I’m doing wrong here. Also the customer used a gift card for partial payment so not sure if that’s why it couldn’t be voided or what.

Yes. You're correct, Kevprit000.

The gift card has no amount. Thus, it can't be refunded. What we'll have to do is to create a refund receipt.

Here's how:

1. Click the + New button.
2. Under CUSTOMERS, select Refund receipt.
3. Enter a Customer name.
4. Select a bank account on the Refund From field.
5. Enter the details of the item.
6. Click either, Save and close, Save and new, or Save and send.

I'll be around if there's anything that I can help with. Keep safe!

So is what happened if I’m understanding correctly is the receipt couldn’t be reversed because part of the payment used was a gift card and then the following day when I tried refunding their credit card with the amount that was paid by credit card it wouldn’t let me because the payment hasn’t funded yet? Is that right. To refund on a credit card I probly have to wait 2 business days for it to fund is that right. 

Good day, Kevprit000.

I'm joining this thread so I can provide more details about processing refunds.

You're correct regarding the QuickBooks Point of Sale deposit schedule. The funds should be in your bank account in 2 business days. Until then, you won't be able to process refunds but you can void the transaction. 

1. Select the Sales History icon.
2. Find and select the sales receipt you want to void the payment for.
3. Tap Reverse.

Once done, it'll create a new return receipt that offsets the original sales receipt. In addition, you can process gift card refunds in QuickBooks Point of Sale. Get the gift card you want to refund the payment to and follow these steps:

1. Go to the Point of Sale menu and select New Return Receipt.
2. Select the name of the customer. Once the original sales receipt pop-up, enter the quantity for each line item, and select the Return box. The Return Qty should be a positive number.
3. Select Add selected items.
4. On the Sales Receipt payment screen, select Gift and then Gift Card.
5. Swipe the gift card or manually enter the gift card number. Then select Save
6. After your point of sale system updates the card balance, select Save & Print to print the receipt and email the customer.

I've added this link for more details: QuickBooks Point of Sale (POS) FAQ.

Leave a comment again if you need my help. I'll be here!

I am having a similar problem with my POS.  I'm trying to process a simple credit card refund for $25.00, and the program will not allow it, with the error message: Requested refund amount exceeds value allowed by risk.  I've never seen this error message before, and I can't bypass it.  Just last week, I processed a credit card refund for $80.00 with no problem.  Please help!  Thank you.

Let's get you to the right support team who currently handles transaction limits, TimothyFischer.

You'll get this error message once the system detects that the refund exceeds the limit you've set up. 

You can chat with our Merchant Service Team so they verify this and check to see if you can send a request to increase the limit. Then, they'll provide the next step so you can refund a customer.

I'm also adding this link to help review some of our commonly asked Point of Sale questions: QuickBooks Point of Sale (POS) FAQ.

Stay in touch with me if there's anything else you need by commenting below. I'll be right here to help you.

Had same error message. Found that the credit card we were manually entering was not the same card as the one that was used on original sale.

Hello there, Camper9779.

I appreciate your time and patience in letting us know the results of the steps you've done.

You can refund specific items and manually enter the credit card by following these steps.
 

1. Select Point of Sale, then New Return Receipt.
2. Search and select the customer name and click the correct sales receipt.
3. Add the returned item(s) to the refund receipt. Enter the quantity for each line item and select the Return box. Note: The Return Qty on the return receipt should be a positive number.
4. Select Add selected items.
5. Choose Credit, swipe the customer’s card, or select Manual to enter the credit card information. Then select Authorize Now.
6. Select Save & Print to print a new receipt.

If in any case, the steps above don't work I recommend contacting our Support Team to further investigate your concern.

For future reference, read through this article to understand fees for refunds or void transactions.

Let me know if you have additional questions in managing refunds. I'm always here to help.

 

I do not have Quickbooks payments. Using QBPOS 19. Trying to process a refund on a sale and it gives met the "credit card refunds may not exceed sale amount message". Negative sale amount equals the refund amount. I cannot do this with any refund i need to give on credit card. It only allows to give a refund in cash.

Hi indranir,

I appreciate your effort to post in this thread. I can see that my colleagues have already shared the information we can advise from here. For additional troubleshooting steps, it's best to have our QuickBooks POS Team check your setup. They are available on weekdays from 6 AM to 6 PM PT.

I'm just right here if you have any other concerns with your transactions. Take care and have a good one.

Hi!

I was having this same issue. For me the issue was that the customer was trying to return a purchase to a different credit card than they had used to make the initial purchase. In this instance it is possible to refund with cash, the same exact credit card, or by reversing the transaction if they are returning everything on the receipt. 
It's pretty annoying tbh.

I hear your sentiment, @LilyBP. No worries, I'll walk you through the steps you need to take to address your customers' refund requests.

Refunding customers in QuickBooks will use the original mode of payment. Please note that the payments are reversible only within six months. Follow the steps below: 

1. Sign in to your QuickBooks Payments or POS account.
2. Select Transactions under Activity & Reports.
3. Choose the dates and click Search.
4. Pick the transaction and hit Reverse Void/Credit.
5. Submit after checking the transaction.

For more information, see this link: Void or refund transactions in QuickBooks.

I recommend paying them back in cash or credit if it has been over six months. To do this, refer to the steps below: 

1. Select Point of Sale on the QuickBooks Point of Sale homepage and click New Return Receipt.
2. Select the correct sales receipt, then enter the add the returned item(s) to the refund receipt. 
3. Enter the quantity for each line item and select the Return box.
4. Click Add selected items.
5. Pick Credit or Cash for the payment method on the Sales Receipt payment screen. 
6. Swipe the customer’s card or select Manual to enter the credit card information. Then click Authorize Now.
7. Hit Save & Print to print a new receipt.
8. Ask the customer to sign the merchant copy.

After you create the refund receipt, consider crossing out returned items on the original receipt. For more information, check out this link: Void or refund customer payments in QuickBooks Point of Sale.

To understand more about QuickBooks chargebacks and fees for voiding or refunding transactions, see these articles:

• Understand fees for refunds or void transactions
• Handle chargebacks and retrieval requests for QuickBooks Payments

If there is anything else I can do to help you reverse a payment, just let me know, and I will get back to you as soon as possible. Keep safe.

We have a customer who cancelled with us so we issued a refund and that transaction went through without any issues. Inadvertently, the customer was charged the same amount again.. When we tried to reverse it we got and error that it could not be completed.