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Kevprit000
Level 3

Quickbooks pos refunds not working

I have Quickbooks pos 19 and use intuit payments. When I try to do a return it won’t let me and says refund amount exceeds limit . I’m refunding an item from a receipt so it’s not over the original amount paid. Anyone know what’s happening. Haven’t done a refund since upgrading to pos 19.

10 Comments
Ryan_M
QuickBooks Team

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. 

Kevprit000
Level 3

Quickbooks pos refunds not working

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.

Kevprit000
Level 3

Quickbooks pos refunds not working

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.

Adrian_A
Moderator

Quickbooks pos refunds not working

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!

Kevprit000
Level 3

Quickbooks pos refunds not working

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. 

AlexV
QuickBooks Team

Quickbooks pos refunds not working

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!

TimothyFischer
Level 1

Quickbooks pos refunds not working

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.

MaryLandT
QuickBooks Team

Quickbooks pos refunds not working

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.

Camper9779
Level 1

Quickbooks pos refunds not working

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.

DebSheenD
QuickBooks Team

Quickbooks pos refunds not working

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.

 

 

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