GoPayment Partial Refunds

You're correct. You can only process a full refund in the GoPayment app, HGA.

Alternatively, you can initiate the partial refund using the Reverse a Transaction feature from the Merchant Service Center page. I'll share the procedures below.

Here's how:

1. Log in to the Merchant Service Center.
2. Navigate to the Processing Tools menu and select Reverse a Transaction.
3. Enter the required details accordingly. Then, click Search.
   
4. Choose the appropriate transaction and manually input the refund value in the Amount field.
5. When the confirmation pop-up appears, pick Cancel to enter a partial refund amount.
6. Once done, hit Continue. After that, a receipt of the transaction will be displayed on the screen. You can either E-mail or Print a copy of the receipt.

Please know that the system only allows refund processing within six months from the date of the sale. Otherwise, you'll need to initiate the refund using cash or check. For more information, check out this link: Void or refund transactions in QuickBooks Payments.

Nevertheless, if the transaction is less than six months old and you still have no option to input a partial refund, it could be due to your limited user access. On the other hand, I recommend contacting our Customer Care Team if you're an Admin of the QuickBooks (QB) Payments account. They have the tools to help you resolve any payments-related concerns.

I'm also attaching this handful of resources you can review to maximize your experience when using the GoPayment app and QB Payments:
 

• Accept a cash payment in the GoPayments mobile app
• Download GoPayment sales tax report
• Common questions about QuickBooks Payments deposits in QuickBooks Online

You can always come back to this thread if you have follow-up queries about partial refund processing in QuickBooks. We'll be here at all times to assist you promptly.

The Processing Tools option has been gone for almost a year now.

I am asking how to do it since there is no access to this option anymore.

We had a ticket in, it has been closed after months saying solved.  It is not solved.

Thank you for getting back to us, @HGA. I understand encountering some challenges with the app with finding the partial refund options can be a hassle, and I want to ensure that I help you by providing an alternate way for a partial refund in the MSC.

In your attached screenshot, you have the Activity & Reports tab, and we can issue the partial refund through an alternate way. You can follow these steps:

1. In your MSC account, pick Transactions from the Activity & reports dropdown.
2. Enter the appropriate date range, then Search.
3. Select the Transaction ID or the transaction you want to reverse.
4. Choose Reverse (Void/Credit).
5. Type in the amount you need to refund, then Submit.
6. A receipt of the transaction will be displayed on the screen. Select E-mail or Print to get a copy of the receipt.
   

Next, I encourage contacting our Live Support team for an update on the ticket submitted regarding the missing Processing Tools option in MSC. They can access your account in a secure environment, assist you in conducting further research, and create an investigation ticket if needed. Here’s how you can contact them:

1. Click on the Support tab.
2. Enter your concern about the missing Processing Tools in MSC.
3. Select Continue.
4. Choose Chat with us, or Have us call you.
   

When this is resolved, I'm adding this guide about understanding fees for refunds or voided transactions: Understand fees for refunds or voided transactions.

I appreciate you for your patience and understanding, HGA. I hope the instructions about the alternative way of issuing a partial refund in the MSC help you in the meantime. If you need any further assistance or have additional questions, feel free to click the Reply button. We are committed to providing you with ongoing support.

I will contact them again and reopen the ticket.  I have full admin privileges.

The second method options also disappeared at the same time as the other options.  I have a redacted sample attached here.  These are the methods we have used for years until it went away last year.