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Partial refund on credit card payment

I'm trying to issue a partial refund to a customer who've paid its invoice online using a credit card 3 weeks ago. I've tried directly through the payment receipt however I get the following message: This transaction has already settled. To issue a refund, process a Refund Receipt.  When I try through the Refund Receipt however, I'm being requested to manually enter the credit card number which is not something I want to do. How can I go about issuing the refund without having to ask for the cc number to my customer?

QuickBooks Team

Re: Partial refund on credit card payment

Hi @Lissa_SMC,


Let me help you process a refund for your customer, and also get it recorded in QuickBooks Online (QBO).


I'd suggest for you to process the refund in the Merchant Service Center. After that, manually record the refund receipt in QBO. This way, it will no longer ask you for a CC number.


If you have any other questions for me, leave a comment below. I'll get back to you as soon as I can.

Frequent Explorer **

Re: Partial refund on credit card payment

what are the steps to do a partial refund? in the merchant center?

and if you do it through the refund receipt and enter the customers card number is that all you need to do?

QuickBooks Team

Re: Partial refund on credit card payment

Hello there, @Mahasin.

You can log in to your QuickBooks Merchant account to issue a partial refund or create a refund receipt through QBO by manually entering the customer's cc info.


Here’s how:

  1. On the Merchant Center, move the cursor to Processing Tools and select Reverse a Transaction.
  2. Enter all necessary information, then click Search. (See screenshots for Steps 1-2).
  3. Mark the transaction you wish to refund.
  4. In the Amount field, type in the partial amount you want to refund.
  5. Click Submit.
  6. Hit Continue on the message prompt.

Reverse 1.PNG Reverse 2.PNG

Check out the Partially refund or credit a transaction section on this article for reference: Void or refund transaction in QuickBooks Payments.

Another way is by issuing a refund receipt through QuickBooks Online. Simply select it from the Plus (+) icon at the top. See How to void or refund a credit card payment for more information.


Refund receipt.PNG
You only have to choose between the two, so no need to do anything else once done with either option. 

The refund time frame also depends on the amount processed. Transactions under $500.00 will post within 2-3 business days while anything more than that will take 7-10.

Let me know if you have any questions. I’m here always ready to help. Take care!

Experienced Member

Re: Partial refund on credit card payment

This did not work. It made me issue a full refund and now I have to have the customer submit payment again but now they need to wait for their bank to process the refund. I am highly upset. 

QuickBooks Team

Re: Partial refund on credit card payment

Thanks for joining in this thread @theteeshop.


This isn't a kind of service we want you to experience. I want to ensure this gets taken care of. Since the refund is already processed, create an expense and link the invoice payment. This way, the customer can pay you and the invoice will re-open.


Here's how to create an expense.

  1. Go to the Plus (+) icon.
  2. Under Vendors, click the Expense.
  3. Enter the customer under Payee section.
  4. Under Category section, change the category to Accounts Receivable (A/R).
  5. Enter the amount to the Amount tab.
  6. Hit Save and close.


Once done, you can link the invoice payment from the expense. See the steps below on how:


  1. Go to the Receive Payment.
  2. Enter the customer name under Customer section.
  3. Put a checkmark in the box under Expense.
  4. Enter the payment amount under Payment section.
  5. Click Save and close.


Please see the screenshot as your visual reference:


receive payment.PNG


You may check this article for future reference in case you want to learn more about refund the deposit and close an invoice in QuickBooks Online.


Thanks for your patience and understanding. If you need further assistance with the workaround, just let me know. I'm here whenever you need more help.

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