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Community Contributor *

Credit memos and refunds - going round in circles

(Quickbooks for Mac)  Here's the scenario.  Received online payments without invoices.  We use Sales Receipts to capture the settlement amounts each day.  I needed to issue a refund to one of our credit card customers so I did so on credit card merchant site.  Now I need to capture that refund settlement that posted to my bank account.  Since I cannot create a "negative" sales order, I created a credit memo, then I clicked the icon at the top of the window which said Refund when I hovered over it.  That opened a check window prepopulated with the customer name and credit amount.  The account defaulted to Accounts Receivable.  I issued the "check" so the amount was removed from the bank account.  When I run the Open Invoices report, both the credit memo and the refund are showing as open.  I researched other questions and tried receiving customer payments and checked both checks items and clicked apply credits, but that only removed the 2 check items from the open invoices report and the credit memos still show as open invoices.  I'm stumped as to how to resolve this one.  

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Best answer 03-12-2019

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Established Community Backer ***

Re: Credit memos and refunds - going round in circles

You left the dollar amount at 0.00 when applying the credit?

Established Community Backer ***

Re: Credit memos and refunds - going round in circles

Once the credit is applied you'll see the check and the credit memo linked through the transaction history from the credit memo.

11 Comments
Established Community Backer ***

Re: Credit memos and refunds - going round in circles

You followed this?

 

To connect the refund check to the credit memo:

  1. Choose Customers > Receive Payments.
  2. Choose the customer to whom you just wrote the refund check.

    You'll see the amount of the credit included in the Existing Credits field and the refund check in the bottom section of the window.

  3. Select the Apply Existing Credits checkbox.
  4. On the Refund Chk line, enter the check amount in the Payment column, if not already entered by QuickBooks, and then click OK.

    If you now choose Customers > Create Credit Memos/Refunds to display the credit memo you just entered and click Tx History, you should see the refund check listed in the Transaction History - Credit memo window.

Community Contributor *

Re: Credit memos and refunds - going round in circles

Yes, That's what I was referring to in my post.  When I did those steps, the checks fell off the open invoice report,  but the credit memos remained.  

Established Community Backer ***

Re: Credit memos and refunds - going round in circles

Did you change the account on the refund check or leave it as assigned by QB?

Community Contributor *

Re: Credit memos and refunds - going round in circles

Left it as assigned by QB. 

Established Community Backer ***

Re: Credit memos and refunds - going round in circles

You left the dollar amount at 0.00 when applying the credit?

Community Contributor *

Re: Credit memos and refunds - going round in circles

I think that did the trick!  When I tried before, I checked the two items which created a payment amount.  This time, I just clicked apply existing credits and auto apply.  Everything fell off my reports.  I do not see a new transaction anywhere though, so if I ever do this by mistake in the future, I have no idea how to reverse it.  Can you shed light on that?

Established Community Backer ***

Re: Credit memos and refunds - going round in circles

Once the credit is applied you'll see the check and the credit memo linked through the transaction history from the credit memo.

ICT
Community Contributor *

Re: Credit memos and refunds - going round in circles

I just discovered a credit memo from 2015 created by a predecessor. I want write a refund check but if I do that without connecting it to the credit memo, the credit won't go away. Here are the instructions with my comments in parenthesis.

  1. Choose Customers > Receive Payments. (There is no "Receive Payments" option under "Customers." I can go to "All Sales," "New Transaction," "Payment," and it will take me to "Receive Payments.")
  2. Choose the customer to whom you just wrote the refund check.

    You'll see the amount of the credit included in the Existing Credits field and the refund check in the bottom section of the window. ("Existing Credits" doesn't exist. The title is just "Credits" but the Credit Memo shows up. The refund check does not "appear in the bottom section of the window" or anywhere else in this window.)

    Select the Apply Existing Credits checkbox. (This option does not exist either so none of the rest of this makes any sense.)
  3. On the Refund Chk line, enter the check amount in the Payment column, if not already entered by QuickBooks, and then click OK.

    If you now choose Customers > Create Credit Memos/Refunds to display the credit memo you just entered and click Tx History, you should see the refund check listed in the Transaction History - Credit memo window.

QuickBooks Team

Re: Credit memos and refunds - going round in circles

Thanks for providing detailed information about your concern, @ICT.


Based on the description provided, it looks like you’re using the online version. Let’s create the credit memo in your account and then go to the Receive Payment window to apply transaction.

 

  1. In your QBO company, select the Sales menu to open the Customers list.
  2. Click on the customer's name to view the Transaction List page.
  3. In the upper right corner, click the drop-down arrow for New transaction and pick Credit memo.
  4. Choose the name by clicking the Customer drop-down and enter the correct date.
  5. In the PRODUCT/SERVICE column, choose the item you’re issuing credit to the customer for and input the correct amount.
  6. Hit the Save and close or Save and send button when you're done.
    cr.png cr1.png cr2.png

Once the credit memo is created, you can now apply it to the invoice. Here’s how:

 

  1. Select the Plus icon (+) at the top bar and then choose Receive Payment.
  2. Go to the Outstanding Transactions section and mark the invoice you want to apply the credit memo.
  3. Under Credits, select the Credit memo and type in the amount in the Payment field.
  4. Click Save and Close.  

For additional information how to apply and enter a delayed credit and credit memo, check out this article: Credit memo or delayed credit.

 

Leave a comment below if you have other question or concerns. Please know I’m here to help.

 

ICT
Community Contributor *

Re: Credit memos and refunds - going round in circles

The Credit Memo already exists. It was created by a predecessor in 2015. Since then, they created several invoices without reducing the amount by the amount of the credit. All subsequent invoices have been paid in full. On July 1 of this year, I created an invoice for the full amount due, not being aware of the credit. If QB indicated that there was a credit I didn't see it. The recent invoice was paid in full and that's the first time I saw the credit. When I went to "receive payment," QB assumed that the payment was for the full amount less the credit. I had to manually insert the full payment, leaving the credit in place. I assume that's what my predecessors did as well. 

 

So, there is no outstanding invoice. My question is how to tie a CHECK to the Credit Memo. You said: 

 

Once the credit memo is created, you can now apply it to the invoice. Here’s how:

  1. Select the Plus icon (+) at the top bar and then choose Receive Payment.
  2. Go to the Outstanding Transactions section and mark the invoice you want to apply the credit memo.
  3. Under Credits, select the Credit memo and type in the amount in the Payment field.
  4. Click Save and Close.

 

So, I followed Step 1 but there is no "Outstanding Transactions section" and even if there were, there is no Invoice to mark. 

 

QuickBooks Team

Re: Credit memos and refunds - going round in circles

Hello ICT,

 

You can create a check using the A/R account. Then, link it to your credit memo. Let me guide you through how to do it.

  1. Click Sales.
  2. Click Customers.
  3. Click the customer's name in question, click the New transaction drop-down.
  4. Click Payment.
  5. Select the customer's name under Payee.
  6. Under Category details, Category section, choose the "A/R account" and enter the Amount.
  7. Click Save and close.

Once done, go to (+Create and then Receive Payment to link the transactions.

 

You can read this handy article for more information: Write off customer and vendor balances.

 

You might also want to visit our page for future reference: Income and expenses.

 

Reach out to us anytime if you have questions.

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