refund customer overpayment

dLearned · ‎July 28, 2023

I have a customer that paid an invoice twice back in 2020. As the invoice was already paid, when the payment was entered, there was no invoice to apply the payment to and so there has been an unapplied payment on the account for some time. The customer never remembered to withhold from a later invoice, and now has asked for a refund check.

I attempted to follow the instructions in your guide, and it isn't working for me.

I created an expense check, using the customer as the payee, and the category as accounts receivable.

I then tried to "receive payment". I see the expense check listed with the other customer invoices. When I select the check and the unapplied payment, it is creating another credit for the same amount, not clearing anything out. It is showing an amount received equal to the refund check. If I clear that amount to zero, it does not let me select the credits at the bottom and they are still there.

The customer has a lot of invoices, so I cannot do a screenshot that shows the outstanding transactions as well as the credit section.

Clearly there is a step missing, or something is incorrect.

LeizylM · ‎July 28, 2023

Hi there, dLearned. I'm here to help you so you can manage this overpayment properly in QuickBooks Online (QBO).

I've tried to replicate the situation here on my end and I was able to clear the amount in the Received payment page. Also, let's make sure to remove unnecessary transactions.

I've added screenshots for your reference.

Please check out this article for the process and proceed to the Customer refund if the invoice has been paid: Record a customer refund in QuickBooks Online.

If you've followed the steps provided in the article above, I suggest performing some basic troubleshooting steps. There are times when the browser is full of frequently accessed page resources, which causes some errors or unusual responses.

Let's start accessing your account using a different or private browser. You can use any of hese shortcut keys:

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

Once logged in, try to run payroll again. If it works, I recommend clearing your browser's cache. Doing so will remove the historical data and access QuickBooks with a clean slate. You can also switch to a different supported browser.

Furthermore, I added the following article for your reference when categorizing a transaction and reconciling your account.

I’ll be around to help if you need further assistance with managing your customer's refund in QBO.

dLearned · ‎July 31, 2023

absolutely no idea why this response references running payroll "again" when this is about a customer credit refund

dLearned · ‎July 31, 2023

I have cleared cache, run CCleaner (to remove all temp files, cookies, etc.), and running Firefox "incognito" and when I select the check in the outstanding transactions, it automatically selects all the credits that match the amount, but it still shows an amount received equal to the check.

What is missing from the article's steps (and from your screen shot) is that in addition to selecting the credits to apply, you must also tick the box above it beside "Description" (see screenshot). Once that is selected, the amount shows zero.

JessT · ‎July 31, 2023

Hi dLearned,

Thank you for doing the basic browser troubleshooting steps.

I looked at the first screenshot you shared, and I can see that you're doing the right thing by adjusting the unapplied payments. But please check again to make sure no other transactions are mistakenly included in the Amounts to credits value. If you don't find any such transactions, please contact our support team for more help.

Click the Help tab in the upper-right corner.
Go to the Assistant tab.
Click Get help from a human.
Choose Chat with us or Have us call you.

If you have any other concerns about your transactions, please don't hesitate to go back to this thread. Take care and have a good one!

DreaNek · ‎December 26, 2023

This happened to me and what I found was that QBO was trying to automatically apply the "payment" for me somehow. I had to uncheck everything and make sure the Amount Received at the top is $0.00. Then choose the expense that was created; then the open credit. The Amount to Apply at the bottom should be the same amount of the expense and Amount to Credit at the bottom should be $0.00 -- Then Save and Close. Hope this helps.

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refund customer overpayment