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Level 1

Customer refund - overpayment

A customer account has been over charged and I would like to create a refund without a check but the over payment remains on the account. Please advise on this matter. Thank you!

QuickBooks Team

Customer refund - overpayment

Welcome to the Community, @barryjohnson21. I'm here to help with refunding your customer. 


So that I'm able to provide you with the best resolution, could you please provide additional insight about how you want to create the refund? In the meantime, I'm including an article which covers refunds in QuickBooks Online (QBO): Record a customer refund.


I'll be keeping an eye out for your response. Take care.

Level 1

Customer refund - overpayment

The customer has an overpayment on their invoice and I would like to clear that balance on their account by refunding the additional payment back to their card. 

QuickBooks Team

Customer refund - overpayment

Hello again, @barryjohnson21. I appreciate you providing that clarification about the refund. 


The following article provides an overview of refunding a payment: Void or refund transactions in QuickBooks Payments. It also contains the necessary steps to issue a refund to a customer's credit card.


Please let me know if you should need anything. Have a good day. 

Level 1

Customer refund - overpayment

if a customer had a bill for $1000.00 

the Customer paid $1050.00 


now I give them back $50.00 


(they paid via check) 


how do I PAIR the overpayment with the refund receipt?


I don't want to delete/void ect.. because that money DID go into our account and has to be accounted for.




Customer refund - overpayment

Welcome and thanks for joining this conversation, @Hoyabyrd.


I appreciate the details you've provided. Allow me to chime in and share some information about refunding a customer overpayment in QuickBooks Online (QBO).


When creating a Refund Receipt, it won't affect the customer's balance (accounts receivable), only the bank balance. This transaction can't be paired with the overpayment. You can write a check or expense to record the refund instead, which will reduce your bank's balance, and offsets the overpayment.


Before we proceed, please consider deleting the refund receipt. Once done, here's how to enter the check/expense:


1. Go to the Plus icon, then pick Check under Vendors column.
2. On the Category details section, enter/choose the following:

  • Accounts - Accounts Receivable.
  • Amount - Overpayment amount.
  • Customer - Customer's name.

3. Hit Save and close.



After that, pair it with the credit/overpayment:


1. Go back to the Plus icon and pick Receive Payment under Customers column.
2. Choose the customer's name on the Customer field.
3. Select the check/expense created on the Outstanding Transactions section and the Unapplied Payment on the Credits section.
4. Ensure that the Amount Received is zero, then hit Save and close.



That should do the trick. I'm also including this article for additional information: Record a customer refund.


Please let me know how it goes or if you need anything else. I'm always here for further assistance. Take care and have a good one.

Level 1

Customer refund - overpayment

you are the best! This worked perfectly. Thank you thank you!!!!

Level 1

Customer refund - overpayment

How do you do this in QB Enterprise?


Thank you



Customer refund - overpayment

@rhondanelson14  Welcome to community!


To get more context to what type of help you need, are you asking how to process a refund for an over payment or how to convert an over payment into a credit for later use on a customers profile?

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