Issuing a partial refund in QBO for a closed single-item invoice

Hi there, C2 RV. 

I understand that you changed the amount on the invoice to $200. However, you can revert it to its original amount. With QuickBooks Payments, you can refund a customer who paid you with a credit card directly from the invoice.

Here's how:

1. Go to the Sales tab, then select All sales.
2. Find and select the sales receipt, invoice, or payment you want to apply for a refund.
3. In the footer, select More, then select Refund.
4. Review the transaction info, then select Save and close.

Please know that if you need to issue a partial refund, you can edit the item or amount accordingly.

Also, to set an expectation there will be a fee once you process a refund. You can visit our article to see the pricing plan.

I'll leave this article for you to follow the detailed steps on how to void or refund customer payments in QuickBooks Online.

In addition, you can check this article if you want to learn how to record payments in QuickBooks Online: Record invoice payments in QuickBooks Online

Don't hesitate to leave a comment if you have other concerns with processing a refund or managing your invoice. The Community is always here to help. Take care.

Hello RhoiceW,

Thank you for the information. I have found this information in other replies, and when I click "refund" - it only indicates the ENTIRE amount will be refunded, not any partial amount. Also, the article you linked to indicates at the top that it will show how to do a partial refund- but it does not. The video is also cut off near 3:24 and does not show this information. Is there a specific step-by-step guide on how to refund directly from the payment receipt? If that works, great, I'll revert the invoice and simply change the payment. I appreciate your help.

Let's get this resolved, @C2 RV. Allow me to share additional information about recording a partial refund to your customer's card in QuickBooks Online (QBO).

I've read your inputs above and noticed that you mentioned that you've edited the invoice for the $800 service item to the $600 amount. I suggest modifying the amount back to the original invoice you've created ($800) first before issuing a partial refund to your customer.

Once done, you can find and select the invoice or payment you want to apply a refund to. I understand that once you click the Refund button, it will auto-populate the entire amount. However, since you only need to issue a partial refund, you can simply edit the refund amount accordingly ($200).

You can refer to the steps shared by my peer, RhoiceW, above or the screenshot below to complete the process.

For more details about recording customer refunds, please see these articles: 

• Record a customer refund in QuickBooks Online
• Void or refund customer payments in QuickBooks Online

Additionally, you may refer to this article on how to view all sales transactions and invoice status on the Sales page: View sales transactions.

Our door is open 24/7 if you still need further assistance with recording a partial refund transaction in QBO. Just post here again if you have any additional QuickBooks-related concerns. We'll be more than happy to have you here again, @C2 RV!

Hello @Kevin_C ,

When I follow the instructions, I get the dialog as shown in the attachment. I'm fearful of clicking "yes refund the payment" because I can't see any entry to edit the amount to refund. Can someone please give me specific steps to edit the amount such that only 200 goes back to the customer?

Thank you,

C2 RV

Thank you for coming back to this thread, C2 RV. We appreciate your patience in this matter.

If you're referring to the Sales receipt amount when trying to send a refund, we can edit the payment amount to narrow down the result.

Here's how:

1. On the Sales tab, choose All sales.
2. Search for the customer on the Customer dropdown ▼.
3. Under the Action column, click Edit on the Sales Receipt that you need to edit.
4. Enter the accurate sales amount, then click Save and send.

If the issue persists, I recommend contacting the payments support team. They have all the resources needed and can support you live about this issue.

Moreover, you can also check this article if you need to accept electronic payments for online invoices and in-person sales: Take and process payments in QuickBooks Online with QuickBooks Payments.

Feel free to post in the Community for more payments and QuickBooks-related queries. We're always happy to assist you.

Hi,

None of these responses walk me through refunding only $200 of an $800 completed payment. My screens do not give the ability to adjust the amount returned, the dialog only indicates that I would be refunding $800.

I'll call someone for help.

I have a VERY similar issue! I have an invoice not a receipt that I need to adjust for $80 to correct the problem with my customer! The answer from  :Kevin"?  was very good he actually read you issue, but it wasn't accurate as there was no "dialog box" to adjust the amount of the refund. I simply need to get $80 back to my customer that paid via credit card. It's disgusting how I pay over $1000 a year for this product and when I come to these help discussions. All the support people do is  refer you to something else and here's a perfect example where there's contradiction in the answers they can't even answer you correctly it's disgusting for $1000 a year. 

Yes, it's insane that it took me several days to FINALLY speak to someone at QB that gave me the right information - AND she was the 2nd operator that attempted to help me. Thanks for linking that article... which is the correct one.

I need to refund a customer who paid with a credit card back to his card. The transaction was on Friday and today is Tuesday and the transaction does not show in the merchant account to do a partial refund. There is no way to do it IN Quickbooks Online. So frustrating. I made an error and I can't get my customer's money back to him for almost a week.

Judy QS

I appreciate you taking the time to share your concerns with me, purplehyssop. I recognize the urgency of refunding your customer, and I'm here to ensure this is a success.  

I know how this situation can be challenging. Since you have confirmed that the transactions did not appear in your Merchant account, I recommend contacting our Payments team. Our team of experts can provide additional confirmation on the payment transaction and guide you through refunding your customer.

To connect with our experts, please follow these steps: 

1. In your QuickBooks Online account, go to the Help menu.
2. Hover to the Search tab, then click Contact Us.
3. Type in a short description of your issue or concern in the box provided.
4. Press Continue. Pick the Chat or Callback option.
    

For future reference, you can check the deposit speed for your product to learn when QuickBooks Payments deposits your customer's payments. 

Directing you to our expert team will ensure a smooth refund process for your customer, purplehyssop. Keep me posted for any updates. I'm always here to help you. Take care and stay safe!