Why is credit card refund in QB requiring me to get customer cc info? Why can't it just reverse the payment made earlier today?

Once a customer disputes a payment, the process would require essential documentation and steps that would disable your access to reverse the transaction, Cindee. Allow me to further elaborate on this below.

In QuickBooks, a credit card (CC) refund would need customer CC information due to the nature of chargebacks and retrieval requests. If a transaction gets disputed, the card-issuing bank may request documentation to verify the sale. This process ensures the refund is properly processed and linked to the original transaction.

These are the most common factors why a chargeback or retrieval request occurs:

• The cardholder reports an unfamiliar activity on their account
• The transaction was initiated by mistake
• If a potential fraudulent activity was detected
• If a customer is not satisfied with the sales or services

When at least one of these happens, reversing the payment is not an option, and you can only handle it by following the instructions sent via email. In this case, kindly check for an email from us and refer to its instructions so you can process the chargebacks or retrieval requests.

For more information about resolving this situation, refer to this article: Handle chargebacks and retrieval requests for QuickBooks Payments. This resource contains what you need to do to process the refund accordingly.

Nevertheless, if this is not a disputed payment, you can initiate a regular refund through the Merchant Service Center page. Please know that it would still require customer CC information so you can transfer the funds to the correct account.

For comprehensive guidance, check out this article: Void or refund transactions in QuickBooks Payments. Just ensure you have the appropriate user permission to refund the amount successfully.

Additionally, you may click these links once you need to fix duplicate CC transactions or gather some insights about Payments Dispute Protection:

• Handle duplicate credit card transactions in QuickBooks
• Payments Dispute Protection Overview
• Use Payments Dispute Protection

You might also consider exploring our QuickBooks Live Expert Assisted plan to maximize your QuickBooks experience. This service lets you secure the accuracy of your records and financial management with the guidance of our dedicated bookkeepers. This way, you can focus on your business growth and operations.

If you have more questions about refunds or fund disputes, click the Reply button. The Community is always here for you.

Not helpful answer. There was no dispute with bank. I just need to refund the parent. I used to be able to make a refund without asking parent to call me with their credit card. I rarely make refunds so this is frustrating. Why doesn't QB save credit card info used on original transaction so it can be easily refunded? And you can't get any help from Intuit. They called 3x with no one on line.

Not helpful at all. No bank fraud just simple refund. And can't get Intuit to respond to phone calls.

I appreciate your patience and for looping back to the thread with further details, Cindee.

If you processed the payment directly from QuickBooks Online, the requirement for customer credit card information during refunds is a security measure. Let me clarify further why you're asked for customer credit card information and provide detailed scenarios to help you process refunds.

Intuit performs a quick validation on the card to ensure the refund process is secure. You need to enter the customer's credit card information at least once for validation. QuickBooks does this to protect both the business and the customer by verifying the card details.

After entering the card details, you have the option to save this information securely in QuickBooks Online for future transactions, making the process smoother next time.

However, if you processed the payment using QuickBooks Merchant Services, you can issue a refund without needing to re-enter the customer’s credit card information by following these steps:

1. Sign in to your QuickBooks Payments account.
2. From the Activity & Reports drop-down, select Transactions.
3. Enter the appropriate date range and select Search.
4. Select the Transaction ID or the transaction you want to reverse.
5. Select Reverse (Void/Credit).
6. Select the checkbox for the desired transaction, then Submit.

Also, QuickBooks Payments live support is available during specific hours. If you called outside of these hours, you might not have been able to reach someone. Their support hours are Monday to Friday, 6 AM to 6 PM PT, and Saturday, 6 AM to 3 PM PT. Reaching out during these times will ensure you get the assistance you need:

1. Go to the Help menu (Question mark icon) at the top right corner.
2. Type "Contact Us" in the search bar and follow the prompts.
3. Choose your preferred method of communication (e.g., callback or live chat).

I'd also like to provide these additional resources that you can refer to:

• Void or refund transactions in QuickBooks Payments
• Void or refund customer payments in QuickBooks Online

Lastly, if you need to collect payments from your customers every month you can schedule recurring sales receipts so you don't have to create one every time. Feel free to access this article for future reference: Set up a recurring sales receipt in QuickBooks Online.

Let me know if you need further assistance recording a refund or have any other queries. Rest assured, this thread will be active in assisting you. Take care.