partial refund customer who paid via quickbooks online

I have followed the steps outlined, but I am not able to edit the amount I want to reverse.  The amount is frozen at the total that was charged in the first place.  I want to refund a smaller amount (we overcharged the customer by accident).  Please help.

Thanks for joining us here today, @bayheadneedlepoint.

Let's try another method to record a partial refund/credit. Let me walk you through how.

1. Sign in to your QuickBooks Payments account.
2. From the Activity & Reports drop-down, tap Transactions.
3. Enter the appropriate date range, then Search.
4. Select the Transaction ID or the transaction you want to reverse.
5. Choose 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. Click E-mail or Print to get a copy of the receipt.

I'm also adding this link you can use if you need help with other payment tasks. Just look for topics that suit your concern.

Feel welcome to message me if you still have questions or concerns with refunds. I'm more than happy to assist you. Take care and have great weekend ahead.

Step 6 does not work.  It is not possible to override the amount.  It only allows the full amount to be refunded.  It is not possible to type over the amount.

Again - step 6 does not work.  I am able to find the transaction but it will not let me reverse it for any amount less than the full amount. 

Let's route you to the right support team who can help process a refund, bayheadneedlepoint.

Since those steps above aren't letting you enter a partial amount for the refund, I recommend chatting with our QuickBooks Payments Team. They can check what's stopping the system to override the amount.

Please refer to this link to get the link depending on your subscription: Contact Payments Support.

For now, you can create a partial refund within QuickBooks. Let me show you how:

1. Click + New.
2. Select Refund receipt.
3. Select the customer you want to refund from the Customer ▼ drop-down.
4. Fill out the fields using the info from the original sale. 
5. If you want to give a partial refund, only add the items or amount you want to refund.
6. Select Save and close.

You can now send or print the refund receipt.

Check out this link for additional information: Void or refund customer payments in QuickBooks Online.

Don't hesitate to post again if you have other concerns or if you need additional information about processing a refund. I'll be right here to help you with QuickBooks.

I created the receipt refund but it has not sent the credit to the customer's credit card

Hi there, twinsmom-2.

Thank you for visiting the QuickBooks Community. I'll be sharing further details on how customers' refund works in QuickBooks. Then, ensure you'll be routed to the right support team to assist you further with this matter.

When you use QuickBooks Payments and you have already created a receipt refund for reversing an amount, the system will automatically process the refund from your bank to your customer's account. Otherwise, QuickBooks will record the refund for recording purposes.

Then, I suggest contacting our QuickBooks Merchant Services Team. They have the tools to pull up your account in a secure environment which we're unable to do it here in the Community. This way, they'll be able to investigate why the created receipt or credit refund is still not sent to the customer's credit card. 

You may refer to this article to view details about the possible fees that you might encounter for voiding transactions, returns, and refunds: Understand fees for refunds or void transactions.

Please know that you're welcome to post here in the Community any time you need a helping hand about refunding entries. I'm always around. Take care and have a wonderful day!