Customer refund mystery

Jo428 · ‎March 09, 2020

My customer paid his invoice. Then I see where QB issued him a refund check for the same amount. This could only happen if the invoice was paid twice, correct? And I would have had to choose to issue a check vs a credit memo from the Receive Payments window. But now, in going over my Open Invoices report, I see the same customer's name on there and no proof of the second payment anywhere in my deposit slips, bank statements etc. Customer also checked on his end and has no second payment recorded either. My question is why would that Overpayment window pop up unless I entered a second payment for this customer? Customer is willing to return the refund check but I still want to know why QB issued one ie what are the possible scenarios in which QB would do that?

LucasMicromatis · ‎March 10, 2020

Hi @Jo428,

Thanks for the question; let's dig into this. I have never heard of QuickBooks auto-creating a refund check. Refund checks are created by our customers through the software, not auto-generated (which it sounds like is what you're saying happened here). Are you the only person who creates invoices and refunds in your QuickBooks? Is it possible someone could have created a refund check, in error? You said the customer is willing to return the refund check; how did the customer receive this check?

Jo428 · ‎March 11, 2020

No, actually what I was saying was the opposite, that for QB to generate a refund check, a duplicate payment HAD to have been entered, correct? However, there is no record of any duplicate payment. I am the only one with access to the books. So now I am left to conclude that I entered a payment and maybe it got deleted by me or I have messed up my back-ups. The customer was sent a check to answer your question. Before I ask him to return the payment, I want to know what led me to issue the refund check in the first place.

LucasMicromatis · ‎March 11, 2020

Good morning, @Jo428,

Okay I get what you're saying now. The short answer is no, a duplicate payment doesn't have to be entered in order to create a refund check. For example, if a customer returns goods and wants a refund, the merchant can go to that payment and process a refund. There doesn't have to be a duplicate payment entered in order to create a refund for a customer.

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Customer refund mystery