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Level 5

Customer Refund

Hello, this is confusing hope someone can understand and help figure this out. 


 I have QB desktop pro-2021. I invoice my customers and collect payments via a clover device. Just had a transaction where the customer paid $1,828 plus $63.98 in credit card surcharge, but then he requested a refund because he would like to pay with a check instead. A refund of $1,891.98 was processed through the clover device.  Although I "received" the $1,891.98 in my bank account, and it appears on my bank statement, the refund amount was deducted from the other 3 customers who paid the same day that the refund was made to refund the total amount. As a result, the other 3 transactions no longer appear on my bank statement because it appears as if they did not pay, but, they did, it just all went to the refund. My bank statement shows me two payments for the same customer and invoice: the check payment of $1,828 and the credit card payment of $1,891.98 in QuickBooks, once I switched the received payment from CC to check and the deposit date, I now just see one payment of the $1,828 check. However, my bank statement shows both payments on different dates and only one payment shows on my record Deposit banking. The payments from the other 3 customers do not appear on my bank statement, so I don't know how to deposit the payments in my QB, nor when to deposit them.


I guess what I'm trying to ask is how to:

1. record the credit card transaction to match the received amount on the bank statement and receive the check for the amount that was received all under the same invoice/customer.

2. record the deposit of the other three customers that do not appear on the bank statement but did pay their invoice.

3 record a refund for the customer who then paid with the check.


Thank you


3 Comments 3

Customer Refund

Thanks for the detailed information about your concern, Eve2019.


I will break your question down a bit so we can make sure we are covering everything so we can get you the answers you are looking for.


You'll want to record exactly how the transactions happen. Based on the scenario given, you need to create a receive payment for the customer's invoice, then create a refund.


Here's how:

  1. From the QuickBooks Home page or the Customers menu.
  2. Select Receive Payment.
  3. Enter the necessary information.
  4. Click Save & Close.

You can check this article: Get started with customer transaction workflows in QuickBooks Desktop since sending invoices and receiving payments are just part of the Accounts Receivable workflow.


Then, you can create a refund for your customer using the steps below:

  1. Select the Customers menu and then Credit Memos/Refunds.
  2. In the Customer: Job dropdown, select the customer you need to refund.
  3. Enter the products and services you need to refund.
  4. When you're done, select Save & Close. This opens an Available Credit window.
  5. Select Give a refund and then OK. Or if you want to give credit for future payments, select Retain as an available credit and then OK.
  6. In the Issue, a Refund window, select how you want to refund the transaction from the Issue this refund via field. If you select Cash or Check, select the account you're paying for the refund from.

Check this article out for the details on how to process a refund to your customers: Void or refund customer payments in QuickBooks Desktop


Once done, you'll want to receive payment. Have this article as your guide: Receive and process payments in QuickBooks Desktop


For your next step, you'll want to visit this article that gives complete instructions on how to reconcile an account in QBDT, feel free to check out this article: Reconcile an account in QuickBooks Desktop.


I've added this article for other reports available in QBDT that will help identify transactions that were modified in case you find any discrepancies: Fix Reconciliation Discrepancies.


You know where to go if you have follow-up questions or other concerns about QuickBooks. Always here to help. Have a great day.

Level 5

Customer Refund

In this case, the $1,828 was a deposit of different items, different prices. How do I refund the deposit that still has a balance?

QuickBooks Team

Customer Refund

Thanks for getting back, @Eve2019. Let me answer your question regarding refund in QuickBooks Desktop (QBDT).

You can write a check affecting the account receivable (AR) of the customer.


To learn more about writing a check, I suggest utilizing this article for detailed steps.


Let me know if you need further assistance with your QuickBooks. The Community always has your back. Have a great day!

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