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Level 1

Refunding a CC

Hello. Im super new to QB online and I had to issue a refund for an invoice that was paid just a day ago because the wrong person paid. So they wanted a refund so that they could send the invoice to their sponsor. Every instruction I found didnt match up and I ended up reversing the transaction in the merchant center. I know this may have not been the best option but I was so confused. My question is... Will the money be taken out of the account it was deposited into? It's been a few hours and the money is still there. It sent a "sales receipt" to my customer which didnt look like a reversal. Also, will the original invoice sync to this reversal and then show the balance that will need to get paid? When I originally tried to the refund and not the reversal, when I chose credit card from the payment method, it was asking for the cc info and I was confused by that. And when I chose credit card it took away the drop down for refund from options. 

Please help!

3 Comments 3

Refunding a CC

Hello @OliviAARom,


Welcome to the Community. I'm glad you've chosen QuickBooks Online as your cloud accounting software.


I can see that you're a new user and need additional guidance for the refund. Allow me to lend a hand with your questions related to our Payment service in QuickBooks.


We'll deduct the amount from the registered bank account and credit the customer's credit card when you reverse a payment. The timeframe for processing the reversal will depend on the customer's bank or financial institution.


The receipt you see is the credit for the customer's card. If the amount isn't deducted within 24 hrs, I recommend reaching our dedicated Payment Support Team.


One of them will be able to check the status and guide you further in the process. Our support for QuickBooks Payments is available from 6 AM - 6 PM PT (Monday - Friday).


Here's how you can reach them:


  1. Go to: Contact Payments or Point of Sale Support.
  2. Select Chat with us below QuickBooks Payments.
  3. Enter the necessary information.
  4. Hit Start Chat


Additionally, I've attached a link you visit to know more about the best time to void or refund a transaction, as well as the fees when using QuickBooks Payments: Understand fees for refunds or void transactions.


Reach out to me anytime you have additional questions or concerns about the payment or refund. I'm always here to help. Take care.

Level 1

Refunding a CC

I appreciate this information so much. 

The money did reverse and the money was returned to the customer. 

Now my problem is that I need to send the invoice back to the right customer to get it paid however the invoice still shows that it is paid with a $0 balance due. I tried following some instructions on that and it had me make a journal entry but I do not think that was correct. Can you please help me get the balance back on that original invoice?

QuickBooks Team

Refunding a CC

I appreciate you for getting back into this thread, @OliviAARom. I'll make sure you can create an invoice for the right customer in QuickBooks Online (QBO).


To get this sorted out, you can record a customer refund for the paid invoice in QBO to prevent discrepancies in your records. Here's how:


  1. Select + New and select Credit memo.
  2. In the Customer field, select the appropriate customer.
  3. Enter the Credit Memo Date, AmountTax, and Product/Service.
  4. Select Save and close.




For more information about recording a customer's refund in QBO, please refer to this article: Record a customer refund in QuickBooks Online.


Once done, you can proceed to create invoices in QBO for the correct customer.


You can also personalize the appearance by adding specific info to your sales forms. Check out this article for more information: Customize invoices, estimates, and sales receipts in QuickBooks Online.


If you need more help with managing your invoices, please don't hesitate to reply to this thread. I'll be happy to assist you further. Take care and have a great day!

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