Solved: How do you process a refund to a client who paid with a credit card but the payment has already settled?

Jen_D · ‎January 06, 2022

Thanks for posting here in the QuickBooks Community and letting us help you, @Annie.

I want to make sure you're able to complete processing your refund. Let's try some browser troubleshooting for this concern. You can try logging in to your account in a private browser and test of the same error comes up there.

Unexpected issues in QuickBooks are sometimes affected by the amount of data stored in the cache. This is because a regular browser will constantly overwrite itself and will not remove history unless done manually.

Private browsing will not save any history, so it's a great place to identify issues in the browser. Use these keyboard shortcuts to launch a new private window:

Google Chrome: press Ctrl + Shift + N
Mozilla Firefox: press Ctrl + Shift + P
Safari: press Command + Shift + N

If it works, clear the cache to resolve browser issues in QBO. Using a different browser can also help. Refer to these links to learn more about processing customer refunds in QuickBooks Online and QuickBooks Payments:

If the problem still persists after trying out private or other browsers, I recommend getting in touch with our Support Team. They can help report this to our engineers who can help with program bugs and other technical concerns.

Go to the Help menu in QuickBooks, then choose the Search tab.
At the bottom click on Contact us.
Enter the keyword Account Management and Billing in the What can we help you with? box.
On the next screen, scroll down to How would you like to connect with us section.
Choose your contact options.
When using chat option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after.

This thread is always open for additional questions and updates. If you need further assistance with QuickBooks refund processing, tag me anytime. I'm always right here to help.

selma22 · ‎November 12, 2022

hi i dont have a refund category on qb self employed. what do I do?

selma22 · ‎November 12, 2022

i dont have a refunds category on qb self employed. what do i use as category for my client refunds? theres only--uncategorised, other business expenses, or transfer

Zhanna2022 · ‎January 16, 2023

Hello Admin, can you please guide me through. I have a same issue, refund was made but i need to have open balance for this client. Thank you

MorganB · ‎January 16, 2023

Thanks for joining this thread, Zhanna2022.

I want to make sure you're able to show the open balance for your customer in QuickBooks Online.

Since the troubleshooting steps mentioned above didn't do the trick, I recommend reaching out to a member of the QuickBooks Online Support Team. Agents have specialized tools, like the ability to share your screen, and will be able to determine what's causing the issue. Here's how to get in touch with the team:

1. Click the Help button in the top right corner.
2. Select Contact Us.
3. Enter Support in the field and choose Let's talk.
4. From here you can select to receive a callback at a time that's convenient for you, or begin a live chat session with an agent.

The following article provides these steps if you ever need them again in the future: QuickBooks Online Support

Please don't hesitate to reach back out if you have any other questions or concerns. Take care!

Zhanna2022 · ‎January 17, 2023

Thanks Morgan but i have QBD.

Candice C · ‎January 17, 2023

Hey there,@Zhanna2022.

Thanks for coming back and letting us know that you're using QuickBooks Desktop.

The steps to get in touch with our support team in QuickBooks Desktop are similar to the ones for QuickBooks Online. Only one or two instructions that are different. Here's how:

Go to the Help menu.
Press the QuickBooks Desktop Help option.
Tap the Contact Us button/hyperlink.
Enter your question and hit Let's talk.
Scroll down and choose to Get a callback.

It's that easy!

Feel free to reach back out and keep us updated on how the call goes. We're always here to have your back. Happy Tuesday!

PRtreasurer · ‎July 01, 2023

We also have no idea as to the name of the card holder. We only know that it is a Visa and have the last four numbers on the card.

SirielJeaB · ‎July 01, 2023

I appreciate you reaching out to us here in the Community, PRtreasurer.

I want to make sure we have all of the specifics about your problem so we can present you with an appropriate solution. Could you please elaborate on your problem? What were you seeking to accomplish in your Merchant Services? We'll be able to give you detailed information and walk you through the procedure this way. Any extra information would be greatly appreciated.

Feel free to get back to us and leave a reply below. We're looking forward to assisting you. Keep safe!

Eric_at_The_Chateau · ‎February 15, 2024

So there is no way for quickbooks to refund back to a credit card without calling up the customer and having them give me their credit card number? They paid through quickbooks system, I would think quickbooks could send a refund back to the card they used.

Thanks,
Eric

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How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

How do you process a refund to a client who paid with a credit card but the payment has already settled?

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