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Hi there, Cathy.
I'm here to help with setting up that refund. If you're trying to issue a customer refund its a two step process to make sure everything is done correctly.
Part 1 is recording the refund for your customer:
Part 2 is linking the refund to the customer's credit or overpayment:
Now the customers refund should be correctly entered. I also have some more information including a video guide here. I'm also available if you have any questions or concerns.