On a single invoice I charged for four different services at $500/each that were to occur over several months. The customer later decided they didn't want two of the services. The original invoice of $2000 was paid in full. I need to refund $1000 for only those two cancelled. When I try to process a refund I receive the error message "CustomerX's payment doesn’t have an open invoice to go with it".
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I've got you covered, Dr. Abreu.
As Rustler mentioned above, even if the transaction is being disputed, once it's completed you don't want to alter it. Instead, just issue a Refund Receipt for the disputed amount. I'll guide you through doing this below:
Create a Refund Receipt
This process is also covered in our tutorial on Refund Receipts here. Check out this video demonstration for a quick example:
With these instructions, you can refund as much as you need without having to edit the disputed transaction. Please let me know if there's anything else you need, I want to make sure you're taken care of. Thanks for reaching out, wishing you a wonderful rest of your day.
Hello there, @runamplify.
I appreciate you joining this thread and reaching out to us. I can share some insights about the refunding process in QuickBooks Online.
Are you subscribed to our Merchant Services? If so, we advise calling their department. They have the tools to investigate why your customer wasn't funded and there's no take out amount on your account.
You can get their most current contact details in this link: QuickBooks merchant services or QuickBooks Online support - who should I contact for help?. Go to the QuickBooks Payments support section.
Keep me posted on how it goes, runamplify. You can mention my name when adding a reply in this post. I'm still here to help you more. Have a good one.
Thanks for looping in, makingsigns.
I can provide you with easy steps on how you can refund the customer's credit card via QuickBooks Online.
Using the Transfer feature is the easiest way to transfer funds, and the easiest to recognize in the bank register.
Here's a recommended article for more details: Transfer funds between accounts.
Also, you may find this article helpful: https://quickbooks.intuit.com/community/Income-and-expenses/Record-a-customer-refund/td-p/186177.
If you'd like to go through this over the phone, you can call our dedicated team who will be happy to assist you.
To reach us, please follow these steps:
Keep me posted if have further questions about refunds in QuickBooks Online.
Thanks for sharing a screenshot, 2mandi2.
I could see that there are still amounts showing at the bottom. This tells me that you may not have linked the expense and the refund made to your customer. In your case I would recommend to use Credit Memo since this will affect customer's account. Then make sure to use Accounts receivable on the expense transaction. Once done, we can link these two transactions from the Receive Payment page.
Also, you may need to check on the last payment you have recorded in QuickBooks. The status partial would tell that there is an amount left unapplied to an invoice.
You can also check this article about Customer refund.
Let us know if you need anything else.
I have a question
I want qb to refund back the money since she paid from our qb link
i have done it in the past but this time i cant figure it out.
i dont want to ask customer for her credit card just want to refund back to the cc she used to pay us through qb please advise
thank you nancy
There are different ways to record a customer refund in QuickBooks Online. The steps may differ depending on your scenario. You can create one of the following:
Though, you're more-likely to create a check based on the details you provided, I'd still recommend reaching out to your accountant about this. They know the best way to record it.
You can also browse the Refund a customer for open credit, prepayment, or over payment section of this link: Record a Customer Refund.
To return the actual amount to your customer, you might still need to ask for their credit card information. Then, you send the money through bank transfer or ACH.
Have a great day!