PS, I do feel like this is a bug in their op system, otherwise not so many of us would have this exact problem, and I wouldn't have spent 2h troubleshooting it. Good luck to all.

Thanks for coming back to this thread @cambreco.

@EmilyLaney shared a great workaround that you might want to try. She added an in-depth answer to resolve the resolution on your end.

If you're still having the same issue after following the steps, we highly recommend that you reach out to our Payments Support. Our representatives will help you further with the troubleshooting.

To contact us, click the following link: Contact Payments Support

I'll be right here if you need further help with other things in QuickBooks. Just post your questions below or mention me on your posts.

Here we go again with misleading information. I'm again doing this publicly because I spoke to THREE representatives privately. I've been reassured it is not possible. That said, I have no reason to not believe @EmilyLaney, but I do not see what she sees.

She mentioned that she started with these steps: Merchant Payment account > Processing Tools > Reverse a Trans > Search date > Select trans item checkbox

She then said to change Amount to partial refund amount. There is no option to change an amount on this screen. This is misleading to once again say that you can change something when nothing can be changed. See the attached screenshot. I did a screenshare with a QB support rep that experienced the same thing. 

So, publicly on this forum, how can I change an amount? It is not possible.

@RenjolynC, you said, "To verify, have you tried clicking the transaction ID link under the Trans ID column? If not, you'll want to select this link, so you'll be able to see the options."

What you're describing is not accurate. When I click the transaction link, there are not any "options" you purport there to be. Attached a screenshot.

Hi @EmilyLaney, can you please share screenshots? Nothing attached.

@cambreco yes, I believe you. I had the same for a long time today. As you say, the original amount wasn't editable to issue to a partial refund. Once I worked with QBO support on the phone with screenshare, then it changed for me.

Before: this screen below had grey Amount/Comment field (locked), noneditable

After support call help: these 2 fields turned blue and it's editable now and I can partial refund.

I've sent through a couple partial refunds now.

It's mysteriously buggy. All I can assume is the support personnel resolved it. I didn't do anything differently before/after.

Finally I could make a partial refund!! It's now editable. Thanks to all.

Wait a minute, @EmilyLaney. I want to make sure we're on the same page here. I see what you see. There are two halves of the screen. There is step 1 (the top half) which is a search feature and there is step 2 (the bottom half) which is the search results that show transactions.

The process I've experienced is that you fill in step 1, the search field, and press search. Then, you select a transaction at bottom and press submit to reverse the entire transaction (which I've mistakenly done TWICE because instructions are not clear, including the screenshot provided by the QB support team).

So far, what I'm gathering you explain is this:

1. Use the step 1 section, the search, to find transactions.
2. Use the step 2 section to select the checkbox next to the transaction you want.
3. Go back to the search field and fill in the amount box in the search section??!

Am I understanding this correctly? You were able to refund partial amounts by changing a box in the search field?

@cambreco yes, that's right. As you say, it's Step 1 (search), Step 2 (select transaction from amongst items list), then go back up to the Step 1 area and edit the Amount and add a comment, then Submit button which finalizes the partial refund.

I did have initial trouble getting to edit the Amount/Comment but it did resolve and I've sent 5 partial refunds this week successfully.

PS - one other trivia I learned: the transaction needs to have settled fully (clear the bank) to be eligible for partial refunds. If an item is Pending status still (you just took the payment that same day, for example) one cannot partial refund it but it would be Voided instead. 

I can verify that this technique works, as well.  I can also say that it is stupid and totally unintuitive.  But I was able to do a partial refund for a settled transaction.  I almost did a full reversal based on the bad instructions from earlier in the thread.  All's well that ends well?

Wooooooooooooooow! No wonder I was unable to do this. Not only was no one able to explain this, but that is very unintuitive.

I hope there is someone reading this that can offer feedback.

Thanks for clarifying @EmilyLaney 

Thanks EmilyLaney and cambreco for your help on this. It is amazing how that makes no sense, but works.

I am currently using Quickbooks desktop and I do not have the option to put in the amount I want to partial refund.  Its just allowing me to reverse the charge.

Good morning, @Dawn07. 

Thanks for chiming in on this thread. Allow me to point you in the right direction to get this resolved. 

If none of the steps worked that are listed on this thread, then I suggest contacting our Customer Support Team for further assistance. Here's how: 

1. Go to the Help menu. 
2. Choose the QuickBooks Desktop Help option. 
3. Click on the Contact Us hyperlink. 
4. Enter your question and tap Let's talk. 
5. Scroll down and select to Get a callback. 

It's that simple! 

Come back and let us know how the call goes. We're always here to have your back. Take care!

@cambreco I'm sorry you had to go through all of this.  I appreciate you having persisted on getting this resolved online.  Otherwise, it would not help anyone else.  I see form what others have stated, including @EmilyLaney that you can issue a partial refund by inputting the amount into the amount field found in the search area.  I get what they are saying and believe it works, but it makes so little sense, that I'm unwilling to take a chance an end up fully refunding my client and then having to ask for the money back.  I rather at this point just ask them for their credit card information.

@Candice C  I have attached a screenshot of how it SHOULD be. 

Step 1 - Search for transaction to reverse

Step 2 - Select transaction to reverse

Step 3 - Not return to search area to enter partial amount (that makes no sense)...instead, have a real Step 3 where you enter a clearly labeled amount to be refunded.

This would take away the confusion and stop everyone from having to continue ask on the forums how a partial refund should be processed.  Please share this with the product development team.  I also see that Refunds from QB Payments have been recently added to QBO (May 2022).  However, they have again failed to allow partial refunds.  Please also share the need for that with that product development team as well.  

QB Payments is important to Intuit and I know if the proper people knew about this, they'd want to get it fixed rather than have their customers have bad experiences with it.

Thank you all.

I ran into this same problem, where the "search" field to enter the amount for the partial refund was not editable. I'm still not sure If I issued a full refund by accident or not, but will be be checking my bank statements.

But after a few tries doing the same thing a few times the amount field suddenly became editable and I was able to issue a partial refund.

Intuit, this is some godawful UI. And on top of that a really bad bug. And as seen within this thread a whole bunch of unhelpful customer support that doesn't know what is actually going on. And a sloooowwww development team that doesn't respond to customer complaints about software issues that can cause some very real problems for your customers.

This isn't the first time I've run into something like this with Quickbooks, so looks like I'll be looking for an alternative to this bloated, buggy mess backed up by poor customer support and unresponsive product development.

I would rather eat dirt than call Quickbooks support team! Total waste of time regarding this issue and bank transfer payment issues.

Plus, support "team" members reading from a script in a sing-song manner just makes me angry, not calm. Oh...and the chickens...always chickens crowing in the background. Personally, I don't trust screen sharing with anyone from halfway around the planet.

This has been going on since 2020. Calling support does not help. Fix it!

As of this week the option for any sort of refund is missing from the merchant account page when I log in.  How do we process refunds now?  We use the gopayment app and it will only allow full refunds.  We have used this method for partial refunds for years.

Hi there, HGA. I understand the importance of keeping track of refunds in QuickBooks Online (QBO) efficiently.

QuickBooks occasionally experiences strange behavior due to internet cache files. I suggest performing some troubleshooting steps to determine if it's a browser-related issue. Let's begin by processing the refund in an incognito mode. Here are the keyboard shortcuts:

• Google Chrome and Microsoft Edge: Ctrl+ Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

If it's successful, return to your regular browser and clear your browsing history to start fresh. You can also use a different supported browser because the QuickBooks version you're currently using may have a temporary issue.

If the issue persists after your troubleshooting efforts, I recommend contacting our Merchant Services Support. They have the tools to initiate a screen-sharing session and guide you on handling your refunds.

If you want to know the financial standing of your business, you can run reports and customize its data in QBO.

I can always circle back if you have additional questions about customers, refunds, or any QuickBooks-related matters. Just let me know by responding below. Keep safe.

I am using the gopayment app, not quickbooks online.  We continued to use you for merchant services after the discontinuation of the QBPOS.

I was logged into the merchant account on a website.  You can no longer refund/void transactions from the website and the ability to do partial refunds is also gone.

All the usual buttons are missing from the transaction detail page as well as the process transactions section from the drop down menus.  This is the merchantcenter.intuit.com page.

Hello there, @HGA. Thank you for the additional information you have shared.

The troubleshooting steps that my colleague has suggested are specifically for your browser. These steps will clear your cache and allow your browser to start fresh.

If the issue persists even after the troubleshooting, I recommend contacting our merchant support team. Our team possesses the necessary tools and expertise to investigate this matter further and provide an appropriate resolution.

Additionally, you can check out these help articles for answers to your questions about merchant services.

If you have any further concerns regarding issuing a refund, please feel free to return to this thread. We will be more than happy to assist you.

Unfortunately this screen is no longer available via the website.  We are unable to process any refunds online anymore.  The processing tools option is no longer available.

What are we supposed to do for our customers in the meantime?  I tried calling in to process via phone but they can't do that.

---

Partially refund or credit a transaction

Sign in to your QuickBooks Payments account.
From the Processing Tools drop-down, select Reverse a Transaction.
Fill out the necessary fields and select Search.
Select the transaction you want to refund.
Manually type in the amount you want to refund in the Amount field, then Submit.
A new message will appear. You'll be asked to select Continue to process a full refund. If you'd like to submit a different amount, select Cancel. You'll then be prompted to enter a different refund amount. Select Continue.
A receipt of the transaction will display on the screen. Select E-mail or Print to get a copy of the receipt.

Hi there, HGA.

I understand the convenience of refunding an invoice partially via Merchant services. I'm here to direct you to our representatives for further investigation.

There's an in-progress investigation about the missing processing tools in MSC for Master Admin users in QuickBooks Payments. Please know that our engineers are actively working to prioritize this issue. However, we're unable to give an ETA for resolution at this time.

If your Gopayment app is associated with QuickBooks Desktop, you can chat with us from Monday to Friday, 6 AM to 6 PM PT. Rest assured that our experts will help you figure out why you're unable to process refunds online. You can also call us at the number on this article: Contact Payments Support.

Here's an article as your guide in accepting settlements on the go: Process payments in the GoPayment app

I've added the Record GoPayment transactions if you need to transfer payments from the app to QBO.

Feel free to get back to this thread if you have other concerns with working payments. I'll be right here to help you. Take care!

Is there an update to the processing tools?  It's been over a month and partial refunds are still broken.