Can I refund money back to the Credit Card used?

Hi there, 

I've been trying to follow your explanations but, I can't seem to find the "processing tool" icon your are referring to? You mention to login your QB Payments account, we have QB Payments set up on our account but, I am not sure if I should be logging into a different account than our regular QBO? I can't seem to find the information your provided from my view?

Any help, or screenshots ;) would be much appreciated.

Thank you!

It's good to see you here in the Community, Annie G.

Yes, you'll need to log in to your QuickBooks Payments or Merchant Services account other than QBO. You can get more details about this process in this article: Void or refund transactions in QuickBooks Payments.

However, if you preferred to refund the customer through your QuickBooks Online account, you need to get in touch with them and ask for their credit card details. Once you have the information, you can follow the steps below to complete the process.

1. Click + New in the left panel.
2. Select the Refund receipt.
3. Select the customer you want to refund from the Customer ▼ dropdown.
4. Fill out the fields using the info from the original sale.
5. Choose which payment method and account you wish to refund the customer from. Note: You can't refund an ACH payment to the customer’s bank account. You'll need to choose another refund method (cash, check, or store credit).
6. Select Save and close.

In case you need to track customer refunds in QuickBooks, see this article for your reference: Record a customer refund in QuickBooks Online.

I'm only a post away if I can be of additional assistance concerning reversing a payment. Wishing you a wonderful rest of the week.

Thanks for the quick reply, Rose-A!

I processed one refund through the Refund Receipt way, but I am now getting an error message for the 2 other ones that I have tried to process saying the amount is incorrect, even though the amount is the exact same that was processed for payment?

This is why I was thinking the transaction reversal way through the QB Payment might be easier but, I don't seem to be able to access the QB Payments or Merchant Services as you suggest. It just keeps sending me to my regular QBO page? I am in Canada, would it be different here? Or should I log out of my regular account to access the QB Payments or Merchant Services?

Thanks again for your help!

Thanks for the quick reply, Rose-A!

I processed one refund through the Refund Receipt way, but I am now getting an error message for the 2 other ones that I have tried to process saying the amount is incorrect, even though the amount is the exact same that was processed for payment?

This is why I was thinking the transaction reversal way through the QB Payment might be easier but, I don't seem to be able to access the QB Payments or Merchant Services as you suggest. It just keeps sending me to my regular QBO page? I am in Canada, would it be different here? Or should I log out of my regular account to access the QB Payments or Merchant Services?

Thanks again for your help!

Thanks for the quick reply, Rose-A!

I processed one refund through the Refund Receipt way, but I am now getting an error message for the 2 other ones that I have tried to process saying the amount is incorrect, even though the amount is the exact same that was processed for payment?

This is why I was thinking the transaction reversal way through the QB Payment might be easier but, I don't seem to be able to access the QB Payments or Merchant Services as you suggest. It just keeps sending me to my regular QBO page? I am in Canada, would it be different here? Or should I log out of my regular account to access the QB Payments or Merchant Services?

Thanks again for your help!

Hi there, Annie.

Thanks for getting back to us with additional details as well as your location. The reason why the steps are a little bit different is because they're intended for QBO USA customers. 

Le me route you to our Community page for QBO Canada so you can post your question in the right place. Here's the link: https://quickbooks.intuit.com/learn-support/ca-quickbooks-community/misc/03/community-ca.

The Community is always here if you need anything else.