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Level 1

Credits processed through QB Payments / Merchant Services

Refunds to customers are often processed directly via Merchant Services rather than processing through QBO.  When this happens, there is no Refund transaction created in QBO.  The deposit is also not automatically created by QBO because there is no refund in Undeposited Funds to match up.  The result is an Intuit QBO deposit in the bank feed with no deposit to match to.  You have to go out to the QB Merchant Services site, search for that deposit amount, and view all of the individual transactions...the payments and credits.  All of the payments are in QBO as either invoices/payments or as sales receipts.  The credits, however, are missing.  At that point, I have to go into QBO and create a refund transaction to match the credit showing in Merchant Services and select Undeposited Funds.  Then, I can select the credits along with the payments to get the correct deposit amount.  Why do all of the payments get recorded in QBO, but the credits do not?  Is there a Merchant Services setting or a QBO setting to turn that on so that "Refund" transactions get pushed over from Merchant Service credit transactions? 

1 Comment
QuickBooks Team

Credits processed through QB Payments / Merchant Services

I thank you for sharing complete details about your concern, @NatalieSpears.


You'd want to make sure to manually record a refund in QuickBooks Online after you reversed a customer's charge via Merchant Service center. 


Here's how :

  1. Go to the Plus icon and choose Refund Receipt.
  2. Enter your client's name in the Customer field.
  3. Make sure to select the bank account you used to process the actual refund.
  4. Select the same product/service and the amount of the refund.
  5. Enter the necessary information.
  6. Click Save and close.

You can refer to this article for more detailed instructions about processing refund payments through QuickBooks: Void or refund customer payments in QuickBooks Online.


Post a comment below if you have other questions about managing your customer-related transactions. I'm always here to help.

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