Refund receipts in print checks

Hello there, efosmark.

Welcome to QuickBooks Community. I'm glad to provide some information you need.

Refund receipts should normally not be in the Print Checks queue. Since they are showing up there, I'd recommend contacting your service provider where the refund receipts came from. The service provider supports are the ones who'll determine the cause and help you with removing the transactions from the queue.

You can then run the Reconciliation Report to check if there are any duplicate transactions. It helps to review previous reconciliations, as well as see what transactions were recorded. Here's how to run the report:
 

1. Go to the Report menu.
2. Type Reconciliation Report in the Find report by name search bar.
3. Select Reconciliation Reports. Then, choose the Account for the reconciliation report you want to view.
4. From the Report period drop-down arrow, pick the reconcile period.
5. Hit View Report.

If there are changes made to the refund receipts status, utilize the Audit log feature. It helps us check if other users made the changes.

1. Go to the Gear icon.
2. Select Audit Log under the Tools column.
3. Click Select Filter.
4. Use the fields on the Filter panel to choose the appropriate User, Date, or Events filter to narrow the results.
5. Then, hit Apply to reflect the changes.
   

To correct them, you can void/delete the transactions if these are duplicates. If not, undo and manually reconcile them. 

Void/Delete:

1. Go Accounting on the left panel.
2. In the Chart of Accounts tab, locate the bank account, then click View Register under the Action column.
3. Double-click the transaction, then Delete.
4. Hit Yes to confirm.

Undoing:

1. Still, within the Chart of Accounts tab, locate the appropriate account for the transaction, and click View Register.
2. Identify the transaction to edit.
3. In the reconcile status column (indicated by a check mark), repeatedly select the top line of the transaction to change the status of the transaction. Leave it blank. (C - Cleared, R - Reconciled, Blank - Not cleared or reconciled).
4. Then, Save.

Once done, reconcile them again. You can reach out to your accountant for additional help when reconciling your accounts. They'll help make sure your transitions are well-organized and keep your account balance.

To know more about reconciliation in QuickBooks Online, you can check these out:

• Reconcile hub.
• How to unreconcile a transaction or undo a reconciliation.

• Fix Reconciliation Discrepancies.

If you still have concerns, please let me know by posting them below. I'm here to continue to help. Take care and stay safe.

To be clear, when I said service provider I just meant they weren't refunded via check, cash, etc that would have directly hit our bank account. These were entered by a previous employee. I believe they are showing up in the print checks area because the refund method is selected as our bank account. There are not duplicate transactions and when I look at the register that area you mentioned is blank (not C or R). 

Hello, efosmark. 

I appreciate taking the time to elaborate on your issue. I recommend you get in touch with our Customer Support Team. This way, a representative can review your account information in a secure space and extra tools to help you further with this. 

Here's how:  

1. Sign in to your QuickBooks Online company. Then click Help (?).  
2. Click Talk to a human.  
3. Choose Talk to a human.  
4. Enter your concern.  
5. You can either select Get a callback or Message an agent to get a representative on the line.   

To make sure you'll get prioritize to your concern, please check the availability time of or customer support team. You can contact us every Monday to Friday from 8 AM - 6 PM. Also, phone support may be limited due to volume. 

Feel free to post again if you have additional concerns. I'm always around here to help you more. Stay safe!