How do I remove an incorrectly recorded payment so the balance due does not show a credit?

It's great having you here in the QuickBooks Community, @tricia-stevenson. 

I'm happy to help you out with some steps to delete a payment in QuickBooks Online. 

Here's how: 

1. Go to the Sales menu and select Invoices.
2. Look for the paid invoice and click it to open.
3. On the upper right-hand corner, tick the payment made link.
4. Tap the payment date to open the transaction.
5. Check the box for the paid invoices you wanted to delete.
6. Hit More and select Delete.
7. Once prompted, hit Yes.
8. Press Save and close.

For additional information about managing your company's income and customers, check out our Sales and Customers resource center that contains many links to guided help articles. 

I'm right here if you have any questions or concerns. Have a great day ahead! 

I am using quickbooks desktop. How can I undo a recorded payment in merchant services?

I appreciate you joining the thread, @JKirkland1. I'll be glad to guide you undo a recorded payment in Merchant Services.

QuickBooks Payments enables you to process refunds within six months from the date of the sale. Beyond this timeframe, you can issue refunds using cash or check. According to Payment Card Industry (PCI) regulations, a refund made via credit card must be associated with an original offsetting sale before it can be issued.

To undo a recorded payment the easiest way to search for a transaction is by date, amount, and last 4 digits of the customer's credit card number. 

To void or fully refund a transaction, follow the steps below:

1. Sign in to your QuickBooks Payments account.
2. From the Processing Tools drop-down, select Reverse a Transaction.
3. Fill out the necessary fields and select Search.
4. Select the transaction(s) you want to refund, then Submit.

Also, an alternate method to reverse or void a sale. Here's how:

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. Choose Reverse (Void/Credit).
6. Click the checkbox for the desired transaction, then Submit.

For detailed steps about the process, open this link: Void or refund transactions in QuickBooks Payments.

Additionally, I recommend reading these articles to help manage the payments you process with QuickBooks Payments: 

• Automatically record QuickBooks Payments bank deposits in QuickBooks Desktop
• Find out when QuickBooks Payments deposits customer payments

I'm just a comment away if you have any other concerns or follow-up questions about undoing recorded payments or anything else. Take care.