Refund error

Thank you for the screenshots, @lavenderheather.

I can help you get past the credit card declined error you're having.

The error "The charge was declined because the amount was invalid" shows up when:

• You've entered a dollar ($)sign as part of the amount. 
• The transaction amount may be too high for the card. 
• The amount you attempted to process maybe already been refunded to the cardholder or it's more than the original sale amount.

Please ensure to enter the actual amount only, e.g. 111.25. This way, you can prevent error like this moving forward.

If the issue persists, I'd recommend contacting our Payments Support Team. They have the tools to verify your account and check further what's causing the error.

When you're all up and running again, you can process the refund as you usually do.

You can always tap me if you need more tips about handling refunds or payments in QuickBooks. I'll be around to help you.

I tried the link you sent for payments help dept and the guy was like "oh I only do desktop let me transfer you to quickbooks online" and they were like talk to the merchant support people and now i'm all confused.

The first help person i asked about refunds showed me how to do it in quickbooks online, which is not working for these two clients - is there like payment gateway or something I should be accessing instead?

Hi there, @lavenderheather.

Allow me to share some additional troubleshooting steps to isolate the issue.

Another possible reason why credit cards get declined is when the card requires commercial codes to process transactions. In this case, you can reach out to your customer and ask if their employer requires a special commercial code for purchases. 

Once done, log in to the Merchant Service center and update your industry type. This allows you to process commercial codes.

Here's how:

1. Sign in to the Merchant Service Center.
2. On the homepage, select Account - Account Profile.
3. In the Account Holder/Business Information section, select Edit.
4. Enter the last 4 digits of your business Tax ID number or SSN and select Submit.
5. Select and change your Industry Type.
6. Select a Reason for this account change. Then select Submit.

If the card is still declined, you can temporarily process the refund on another form of payment method (check, cash, and others).

For more tips about fixing this issue, I recommend opening these articles:

• Fix customer's declined credit card payments
• Fix rejected ACH payments or fees in QuickBooks Payments

Moreover, you can also get back to our Merchant Support so a representative can review the previous case you had and check this further. For the support's contact information, I suggest checking out the instructions under QuickBooks Online with Payments & Merchant Service Center section.

If you have any other questions about processing credit card payments or refund in QuickBooks, please let me know by adding a comment below. I'm more than happy to help. Have a good one!