Help. a customer prepaid for an invoice. We removed some items and she now needs a refund. how to create and show customer balance as zero

Welcome to the Community, @stacey-smith-blo.

I hope you're having a good day so far. You can create the Invoice that includes everything the customer prepaid you for and then record the payment. This will reflect that your customer has already paid for the product/services included in the Invoice. The steps below will show you how:

Create the Invoice:

1. Go to the + New menu and choose Invoice.
2. Select a Customer, Product/Service, Terms, Invoice date, and Due date.
3. Press Save and close.

Receive the payment:

1. Navigate to the + New menu and click Receive Payment.
2. Pick the same customer and check the correct Invoice.
3. Verify the amount, then hit Save and close.

You can edit (or delete) the Invoice and create a credit for the customer to use when they make another purchase or refund your customer by creating a refund receipt. The receipt will allow you to record the refund to your customer, and editing the Invoice will show that the customer needs a refund. I've included the steps below to show you how to record the refund receipt:

1. In the + New menu, select the Refund receipt.
2. Choose the same customer, then a Payment method, and a Refund From account.
3. Fill in the Service, Date Product/Service, and Amount.
4. Push Save and close.

Now you have created the Invoice, edited it, and refunded your customer. You may find this article helpful, too: Record a customer refund in QuickBooks Online.

I'm only a post away if you have any other questions or concerns. Enjoy the rest of your day!