How do I issue a partial refund for an invoice via Quickbooks Payments

Hi R_Crane,

You can create a partial refund within the QuickBooks Payments platform, so you won't need to enter your customer's credit card information. Here's how:

1. Sign in to your QuickBooks Payments account.
2. From the Activity & Reports drop-down, select Transactions.
3. Enter the appropriate date range, then Search.
4. Select the Transaction ID or the transaction you want to reverse.
5. Select Reverse (Void/Credit).
6. Type in the amount you want to refund, then click Submit.
7. A receipt of the transaction will display on the screen. Select E-mail or Print to get a copy of the receipt.

You can also check out this article for your additional reference: Understand fees for refunds or void transactions.

Feel free to go back to this thread if you have other questions in mind.

Thank you for your response.  

Would I still need to create a Refund Receipt in Quickbooks Online to update my records after refunding the customer to update my books?

Thank you again.

Thanks for following up this thread, @R_Crane.

Yes, you may enter a refund receipt in QuickBooks Online. Then, match it with the downloaded transaction from your bank feeds. If you decide not to create a refund receipt in the program, you can simply add or confirm the transaction downloaded in your online banking. 

Here's how to create a refund receipt:

1. Click + New, then Refund receipt.
   
2. Enter the name of the customer.
3. Choose a bank from the Refund from field where you take the money from.
4. Complete other fields, then click Save and close.

You can visit again this link for more details about the process: Void or refund customer payments in QuickBooks Online.

Once done, you can now match it with the downloaded transaction:

1. On the left menu, click Banking.
2. Select the bank. This is the financial institution you've selected on the Refund From field when creating the refund receipt.
3. Under the For Review tab, select the transaction.
4. Choose the Match radio button.
5. Click on Match.

For more details about this procedure, please see this link: Categorize and match online bank transactions in QuickBooks Online.

Let me know if you need anything else concerning the customer refund. I'm always around to help you.

This method is not allowing me to change the amount.

I appreciate you joining this thread, @vitanovabookkeeping.

You cover almost every troubleshooting step in trying to issue a partial refund. 

As far as I want to look into this further, QuickBooks Community has limited tools. That being said, I recommend contacting our Customer Support Team. They can further investigate the root cause of your issue and help you change the amount for the partial refund.

To reach them, please follow the steps below:

1. Log in to your QuickBooks Online company.
2. Go to the Help (?) menu.
3. Click Contact Us.
   
   
4. Enter your concern, then choose Continue.
5. Select Chat with us or Have us call you from the next available expert.
   
   
   
   

Moreover, let me share this resource on how to void or refund customer payments you process in QuickBooks Online. It also includes some ways how to give partial refunds. 

Let me know how it goes with our support team. I want to make sure everything is taken care of. Keep safe and healthy always.

I contacted customer support. If you do not know the credit card number you can not issue a partial refund in merchant services reverse transaction option.

I am in QB desktop and in the reverse transaction window.  It will not let me edit the amount. 

Let's fix the error you're having to reverse a transaction, @rameshj. 

To reverse the transactions, this one should first go through successfully. To do that, I suggest going to your QuickBooks Payments account. From there, you can check your statement and verify the status of the transaction you're trying to process a refund for.

Here's how to check your statement:

1. Sign in to your QuickBooks Payments account.
2. Select the Activity & Reports tab and then All Statements.
3. Find the month you want to see and click View.
4. Successful deposits have Funded in the Status column.

You can check this article for more information about checking the status of deposits and specific customer payments: Find out when QuickBooks Payments deposits customer payments.

Once done, refer to the following article on how to process a refund through credit card: Void or refund transactions in QuickBooks Payments. 

In case this one has already been funded and is still unable to edit the amount, I suggest reaching out to QuickBooks Desktop with Payments support team. They can isolate the issue you're having in a secure environment and help you resolve it. You can get their phone number by going to this article: Contact Payments or Point of Sale Support. 

I'm always here if you need more help in reversing your transaction. Just let me know by leaving a reply below. Keep safe and have a wonderful day!

Hi,

I only get the reverse option and not void. Also when i correct the amount for a partial refund, the total  shows up.

Hello, Mr. customer. 

Allow me to share an idea of when you can void or refund a transaction in QuickBooks Online. 

QuickBooks Online keeps track of daily transactions and batches them all at the same time.  Settlement happens when the batch closes at 3:00 PM PT. If you process a transaction after 3:00 PM, you can void it until 3:00 PM on the next day.

You can only void the transaction if the payment hasn't been batched. If you can't void it, you'll need to give your customer a refund. You can use cash or other means for a refund. 

You can review the steps through this resource for your reference: Void or refund transactions in QuickBooks Payments.

In case, you'll want to process a refund, I'd suggest reaching out to our QuickBooks Payments Team. They'll be able to pull up your account and submit a request to refund your payment.

In addition, you can check these articles below for more insights:

• Customer sales report

• Refund sales tax

Stay in touch with me by commenting below whenever you need additional information managing your transactions in QuickBooks Online. I'm always around to help.

This is incorrect and misleading. Step 6 says to type the amount to refund. This box doesn't exist. These instructions are how to issue a full refund through Merchant Services, not a partial refund.

So, again, how can you issue a partial refund through Merchant Services without getting their credit card number again? My assumption is that this is not possible. Can you confirm this?

I'm here to share additional information about the refund process, @cambreco.

There are two ways to issue a partial refund in QuickBooks Payments. You can process a refund by selecting the Reverse a Transaction option in the Processing Tools drop-down. In Step 6, you'll be prompted to process a full refund, make sure to select Cancel. After that, you can enter a different amount.

Follow these instructions:

1. Sign in to your QuickBooks Payments account.
2. From the Processing Tools drop-down, select Reverse a Transaction.
3. Fill out the necessary fields and select Search.
4. Select the transaction you want to refund.
5. Manually type in the amount you want to refund in the Amount field, then Submit.
6. 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.
7. A receipt of the transaction will display on the screen. Select E-mail or Print to get a copy of the receipt.

The alternate method to perform a partial refund/credit is listed below:

1. Sign in to your QuickBooks Payments account.
2. From the Activity & Reports drop-down, select Transactions.
3. Enter the appropriate date range, then Search.
4. Select the Transaction ID or the transaction you want to reverse.
5. Select Reverse (Void/Credit).
6. Type in the amount you want to refund, then Submit.
7. A receipt of the transaction will display on the screen. Select E-mail or Print to get a copy of the receipt.

Basically, you won't need to enter the credit card number again when doing the refund process. If prompted otherwise, I'd suggest reaching out to our Payments Support team. They might be able to provide other option so you won't need to enter the information.

Moreover, you may incur a fee depending on your pricing plan and transaction type when processing a refund. For further details, check out this article: Understand fees for refunds or void transactions.

If you have any further questions about issuing a refund, I'm always here to help you. Have a great day,

I am still mystified by your instructions. Now that I'm seeing both you and the original author are saying the same thing, it is now clear to me that y'all must be seeing something I cannot see.

You gave two sets of instructions. Step 5 in the first set of instructions (Manually type in the amount you want to refund in the Amount field, then Submit.) and step 6 in the second set of instructions (Type in the amount you want to refund, then Submit.) are not things I can replicate on my end.

I have shared a screenshot of where I get to when I follow your instructions. From this screen, where is it that I type an amount?

Thanks for getting back here, cambreco.

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. Then, follow the second instructions provided by my colleague LieraMarie_A to type in the amount you want to refund.

If you're still unable to see the options to enter a partial amount, I recommend contacting our Customer Care Team. They can use a screen-sharing tool to help you further.

You can click on the Chat with us link here. 

For reference about the refund, please check out this article: Void or refund transactions in QuickBooks Payments.

In case you need help with other task in QuickBooks Online, you can visit our general help topics page. Just type your concern in the search field and this page will route you to the related help articles, Community discussions, video tutorials and more.

You're always welcome to get back to us here if there's anything else you need. We're here to help. Take care and stay safe.

I would much rather continue this conversation publicly because I have twice followed the instructions on this thread and was misled to believe I can offer a partial refund. I have not been able to. The instructions that two people have provided have been misleading and I ended up reversing the entire transaction by mistake because, based on the misleading instructions provided above, I typed in an amount in the "Amount" search field, thinking that would offer a partial refund.

In your response, you've said to click the transaction ID. I've attached what I see. Again, there is no place to type in an amount. There is only Email, Print, or Close.

Please tell me how to process a partial refund.

Let me join with and share a few details about issuing a partial refund, @cambreco.

Usually, after entering any details like the Amount and Original Transaction ID and then clicking the Search button in the Reverse a transaction window, you'll have the option to check the transaction box and click the Amount field to change it.

Since you already followed the steps in submitting a partial refund. As far as I aim to review this further, I recommend reaching our Payments Support team. They have tools to investigate the reason for this hurdle and help you enter a partial refund.

Please follow the steps to contact them:

1. Log in to your QuickBooks Online company.
2. Go to the Help (?) menu.
3. Select the Search tab and then click Contact Us.
   
4. Enter your concern, then choose Continue.
5. Select Chat with us or Callback.

Also, you can check our support time for more details. 

Additionally, to get you more loaded with information about the Merchant Services system functionalities, you can peek at our commonly asked Payments questions.

I'd love to see any updates, so please comment anytime you have additional questions about processing payments and refunds. We're always here to lend a hand. Stay safe, and have a great weekend!

That amount field is 100% not editable! It is a pre-defined text field. I have opened this page in Safari, in Google Chrome, and on my iPad. It is not editable in any of these places.

I appreciate you for trying the steps presented by my peers above, @cambreco.

I can see the importance of being able to process a partial refund through QuickBooks Payments. Let me get you pointed in the right direction to help address this matter.

To further identify the reason why you're unable to add an amount when processing a partial refund, I'd suggest contacting our Customer Care Team. They have the tools that can check on your set up and help determine the root cause of this hurdle.

Know that we've recently updated our customer care experience. The best way to reach our support team is to sign in to your account, select the Help icon on the top right, and then Contact Us at the bottom of the panel.

Please see the steps and snips below for your reference:

1. Click on Help at the top menu bar.
2. Select on the Contact Us button.
3. Enter a brief description of the issue in the What can we help you with? box.
4. Press on Let's talk.
5. Select on Get a callback.
6. Key in your contact details, then tap on Confirm my call.

I'm also adding these links below to give you more insights about managing refunds in QuickBooks Online: 

• Void or refund transactions in QuickBooks Payments
• Learn how to void or refund payments you process through QuickBooks Online

I'm just a few clicks away if there's anything else you need. I'll ensure you're all set. Wishing you all the best in everything that you do.

IMPORTANT NOTE:

I just got off the phone with part of the Quickbooks payment/merchant team. In a matter of 30 seconds, they confirmed I was right:

It is not possible to offer a partial refund on a credit or debit card through the Quickbooks Merchant Center.

All of the QB team members above suggesting you can change the amount to reverse the amount is wrong. You can only reverse the entire credit or debit card transaction.

The solution: You can offer a partial refund by creating a brand new refund receipt in QB and processing their credit or debit card, but you are forced to collect their card information again. If you haven't saved their card on file, which is not done by default, then you are unable to provide a partial refund on their card through QB if you do not know their number to type in manually.

It is regrettable that three QB team members shared above incorrect information about the process, including sharing a screenshot where they highlighted an amount field that is uneditable. I twice followed the above instructions in good faith, only to inadvertently reverse the entire transactions. This meant I had to go back to the customer with my tail between my legs, as I thought I was bad at technology. Turns out, I was being given faulty instructions.

To reiterate, you cannot partially reverse a transaction through QB Merchant Center without recollecting their card numbers.

Cambreco, you are my new hero. Thank you for suffering publicly to save the rest of us the ridiculous process you just went through. I salute you, fellow QB user. 

I offer partial returns on CC's in the merchant center frequently. So it can be done.

Would you please explain how do you usually do it?

I have exactly the same problem with partial refund to credit card. 

@cambreco thanks for the summary - yours was the only response that made sense.

I find the same issue - we cannot partial refund customers in Merchant Payments anymore. Only a full reversal is possible (take care also - it's not a clear process and it is easy to mistakenly refund your customer the whole transaction accidentally.)

This is a new issue. In the past it was easy to partial refund customers via Merchant Services. Simply find the transactions and edit a partial amount. It doesn't exist anymore - the full amount becomes grey/locked when you select the transaction.

I'm disappointed I can't even reach QBO on the phone about this and have only had user comments help here. (Square is pretty decent if you need an alternate processor! They don't have refund hassles like this.)

Please enlighten us, @darinedmonds. No one has been able to provide steps on partial refunds without having to recollect the card numbers.