Refund a customer credit card payment. "Make sure your email address is correct to continue." my & client email is correct. why I am getting this error message.

I have the steps you can take to rectify the error message you’ve encountered upon processing a refund in QuickBooks Online (QBO), @info1980.

Since we’re certain that your customer’s email is correct, we can perform some troubleshooting steps to eliminate common errors in the application and fix them.

We can start by processing the refund using a private window. The private window is a helpful tool for troubleshooting browser-related difficulties as it won't preserve any history. The following are the keyboard shortcuts:

• Google Chrome: press Ctrl + Shift + N
• Mozilla Firefox: press Ctrl + Shift + P
• Safari: press Command + Shift + N

Once you have successfully issued the refund, switch back to your default browser and delete its cache. The best way to give your browser a fresh start is to clear the cache or cookies. If not, using one of the supported browsers can also be a smart choice.

Moreover, you can utilize various financial reports to get a snapshot of your business's financial growth. I also added a resource where you can refer to the complete guidelines for customizing it:

• Run reports in QuickBooks Online
• Customize reports in QuickBooks Online

If you have any additional concerns regarding the management of QuickBooks transactions, please don't hesitate to bring them up. I'll be available to assist you with any help you may need.

I still get error message.

Thanks for checking back with us, @info1980. 

I appreciate you taking the time to follow the steps that my colleague has provided above.

Since you're still having issues with the email, I want to dig a little deeper into the error and gather as many details as possible. To do this, would you mind sharing a screenshot of the error? I also wanted to confirm if you've been able to send emails before without error? Is this only happening to this particular client, or does this effect all clients? 

I'll be sure to keep an eye out for your reply. Please let me know if you have any other questions or concerns. Chat with you soon!

I'm getting the same error and tried the incognito browser as well.

Hey there, @storybarns. 

Thanks for joining in on this thread. 

Since you've already tried the incognito browser troubleshooting steps, let me get some additional information from you: 

• Is this happening to all clients or just one? 
• Is this your first time sending an refund? 

After I receive more details, I'll be able to give you a better solution to the error message that's in your account. 

I'll be waiting for your response! 

This is the first time I've done a refund - this is the only customer I need to do one for.

I appreciate you for adding some details and for attaching a screenshot, storybarns.

Currently, we have an ongoing issue with the error message you received. With that, I suggest reaching out to our phone support team so we can add your company details as one of the affected users. Below are the steps to contact us:

1. Click the ? Help icon.
2. On the Search tab, click Contact Us,
3. Select Ask about something else.
4. You may type in, I'm getting a Make sure your email address is correct error.
5. Click Continue.
6. Select either Chat with us or Schedule appointment.

Moreover, once the issue is resolved, you can check this article as your guide in managing customer refund: Refund a customer.

We appreciate your patience while we're working to resolve the issue the soonest. I'm always around whenever you have other concerns about refunding customers.

I am also having the same problem and did the steps listed are not working to fix it. 

I use the refund function frequently and I have refunded this particular customer a few months ago with no issue.  I have no issues emailing this customer or anyone else.  I just sent this customer a new invoice today and confirmed there was no problem.  I tried changing the email to a new one and still have the error.   I do not have another customer refund to process, so I can't test this for another customer.  

Hello there, @wjbwendy. I appreciate your patience in following the troubleshooting steps above. I wish you didn’t go through this hurdle with your refund receipt in QuickBooks Online (QBO). No worries. I'm here to guide you in getting the help you need.

Since the problem persists, I recommend contacting our customer support team to further investigate the error you've encountered. They have specialized tools to ensure that your concerns are addressed thoroughly.

Please follow the steps below to reach a live representative:

1. Log in to your QuickBooks Online Company.
2. Click on the Help button at the top of the page.
3. Choose the Search tab, then click Contact us.
4. Type in your concern, and click Continue.
5. Under Callback, click Have us call you button. This will route you to enter your details.
6. After that, select Get a call.
7. You will now be added to the queue and wait for us to call you.

Additionally, you can also run a report to get a snapshot of your business.

Please let me know if you have any other questions or concerns with your refund receipt. I'll be here to lend a hand. Take care.

Having the same problem.  Is this resolved yet?

I was having this exact same problem; but the way I FINALLY worked around it was making an entirely new refund receipt by going to "New" then "Refund Receipt" in the top left, then filling out all the information myself. For some reason, it works perfectly fine that way, but when you try to do it from the payment, it gives the error message.