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Veronica2
Level 1

How to delete a credit card refund for a customer

Another user erroneously entered a customer payment for $0.01 too much. Rather than correct the payment amount, she issued a credit card refund (which didn't actually occur) for the $0.01. Now that refund shows as a pending deposit under Uncleared Transactions on the Reconciliation Detail report. I corrected the payment amount to match the actual amount paid by the customer, but I cannot remove the credit card refund. 

How can I delete or void the credit card refund?

Solved
Best answer December 10, 2018

Best Answers
IntuitPhoebe
Level 3

How to delete a credit card refund for a customer

Hi Veronica,

To delete or void a credit card refund:

  1. Click Lists at the top menu bar.
  2. Select Chart of Accounts.
  3. Double click your credit card account.
  4. Select the credit card refund.
  5. Click Edit at the top menu bar.
  6. Select Delete Credit Card Credit or Void Credit Card Credit, and then click OK.

I've attached a screenshot for your reference.

Let me know if you experience something else and if you have further questions.

View solution in original post

20 Comments
IntuitPhoebe
Level 3

How to delete a credit card refund for a customer

Hi Veronica,

To delete or void a credit card refund:

  1. Click Lists at the top menu bar.
  2. Select Chart of Accounts.
  3. Double click your credit card account.
  4. Select the credit card refund.
  5. Click Edit at the top menu bar.
  6. Select Delete Credit Card Credit or Void Credit Card Credit, and then click OK.

I've attached a screenshot for your reference.

Let me know if you experience something else and if you have further questions.

View solution in original post

Veronica2
Level 1

How to delete a credit card refund for a customer

It didn't even occur to me to look in the Edit menu! Thank you so much!
sainicharlie
Level 3

How to delete a credit card refund for a customer

i need to delete the cc refund from a customer's cc, not from our businesses cc, so it will not be on our chart of accounts.
AshleyE
Level 1

How to delete a credit card refund for a customer

Go to your Chart of Accounts

Click on Undeposited funds

Right Click on the Customer's payment and delete the refund

 

I couldn't find these instructions anywhere, but I stumbled across this and it worked for me.

Erss
Level 3

How to delete a credit card refund for a customer

Tried the chart of account both in Undeposited Funds, Accounts Receivable, and going into the customer credit card refund.  (the credit card refund has not yet been "Record Deposits")

 

We cannot delete the refund.  Do we need to record this mistake 1st, then go back and refund it?  Please advice, thank you!

BettyJaneB
QuickBooks Team

How to delete a credit card refund for a customer

It's nice to have you back, @Erss.

 

I got your back in ensuring that you'll be able to delete the customer refund that you've processed. 

 

You may void the refund that you've created since it wasn't deposited. Voiding changes the amount of the transaction to zero and removes the transaction from your records.

 

To do that:

  1. Click on Customers at the top menu bar.
  2. Select on Customer Center, find the appropriate Credit Card Refund.
  3. In the Credit Card Refund window, click the History drop-down arrow.
  4. Select on Processed Refund Receipt.
  5. Click Void then save the changes.

That should do the trick.

 

I've added some resources below to give you more insights about handling customer refunds in QuickBooks Desktop:

If you need additional assistance in performing the process, you can always reach out to our Customer Care Team. They can run a remote-viewing session and walk you through the steps.

 

I'm just around to provide continuous support if you have any other concerns about this. I'd be happy to help you out. Wishing you well!

Erss
Level 3

How to delete a credit card refund for a customer

Hi Thanks for your help!  I read that from another post.  When I do that, i get this message "There is no processed refund receipt for this transaction" (attachment).  Is it because we have not "Record Deposits" of the refund?  Thank you!

ShallyMarR
QuickBooks Team

How to delete a credit card refund for a customer

Hello @Erss,

 

Welcome to the Community. I'd be glad to share insights when handling your transactions correctly.

 

Voiding refunds is only applicable if you received the invoice payment. Since there's no refund receipt linked into the credit card refund, you'll need to record the transactions. 

 

The process should go like this Invoice – Payment – Deposit. Once done, you can now void the payments you've received.

 

For additional reference on how to delete refund payments, you can read this article: Void or refund credit card payments in QuickBooks Desktop.

 

Please feel free to add a post your comment below if you have any other questions about handling your transactions. I'll be always here to help you! 

Erss
Level 3

How to delete a credit card refund for a customer

Just "Recorded Deposits" the cc refund, but the cc refund is still in undeposited funds. and we still can't process refund receipt.

 

The reason why we need to reverse this CC refund is because its suppose to be under Paypal, and not CC.  Does that help?  Please advice, thank you!

JaneD
Moderator

How to delete a credit card refund for a customer

Hi there, Erss.

 

I appreciate you getting back to us in this thread and providing some additional information about the credit card refund. Since you're still unable to process refund receipt in QuickBooks, then I highly recommend contacting our Merchant Services Support Team. They have more tools to help you with this.

 

You can find their contact information through this link: Which Payments product do you need help with?.

 

That will get you in touch with one of our agents. Please let me know how it goes after contacting them. I'm always around to help. Wishing you a good one.

Erss
Level 3

How to delete a credit card refund for a customer

Thanks for your continue help!  We did not use QB to process the credit card payment.  Think we needed to be more in-depth on our question and background.

 

Customer A:
Invoiced, and Paid with Payments Under Paypal.  
So when we "deposited" this payment, we enter in the the customer name, amount, date, transaction ID, and the payment type was OTHER > Paypal.

 

On the Refund:

-We do not have QuickBook payment process 
Generally speaking it lets us select the type of refund.  ie. paypal, credit card, cash etc.   We left it on Credit Card.  We just want to change credit card into paypal that is all.  Or delete the "refund" on credit card, so the Customer will have a credit, and we can then issue a refund with the credit. 

 

Does that make sense?  Thank you for your help!

JaneD
Moderator

How to delete a credit card refund for a customer

Thanks for the additional information, Erss.

 

Since we need to further investigate the error message and the cause that's preventing you to edit or void the refund, I highly recommend reaching out to our QuickBooks Support Team. One of our agents will be able to initiate a screen-sharing session with more tools.

 

You can follow these steps to reach them:

  1. Open QuickBooks.
  2. Go to the Help menu and choose Support.
  3. Scroll down to the Additional resources section and click on the Contact us link.
  4. A new window will appear, then select a topic from there.
  5. At the bottom of the screen, choose either Get Phone Number or Start a Message.

Let me know if you have any other concerns. I'll be here to keep helping. Take care and have a great day.

Erss
Level 3

How to delete a credit card refund for a customer

They charge you right?

JasroV
QuickBooks Team

How to delete a credit card refund for a customer

They won't charge you @Erss.

 

Customers who have QuickBooks subscription are free to contact our support team anytime they have queries regarding their account.

 

However, in some cases, if it requires to pull out more tools to resolve the issue. Agents will notify you if there are charges.

 

Also, if you want to learn some "How do I" steps in QuickBooks Desktop, you can always visit our Help articles page for reference.

 

Always feel free to leave a comment below if you have other questions. We're always here to help you.

AshleyE
Level 1

How to delete a credit card refund for a customer

Are you able to right click on the transaction in Undeposited funds? If so, you should be able to select the option to delete payment or select the transaction and then click Edit at the top of your screen and select Delete Payment. Do either of those options work?

Erss
Level 3

How to delete a credit card refund for a customer

Hi Ashley, I have already deposited the funds....  The prior steps all forces me to deposit the refund before i can reverse the refund.... Not sure if we can do that now... Thank you for your input, would try if that option was available to us right now.

inaudr
Level 1

How to delete a credit card refund for a customer

Couldn't find this answer either until I came to this thread! THANK YOU

9130 3483 3517 0616
Level 1

How to delete a credit card refund for a customer

Dear All,
In order to test your system, I bought an account from the email address [email address removed]
However, as the system does not support the country I am in, Montenegro, please log me out of the system.
You forbade me that option. Attached is a print screen that confirms this.

 

My Company ID is [removed].

Rea_M
QuickBooks Team

How to delete a credit card refund for a customer

I know how important to use the right QuickBooks product in managing your business, @9130 3483 3517 0616. That's why I'm here to guide you in subscribing to the one that supports your country (Montenegro). This way, you'll be utilizing the exact tools and features that suit your needs.

 

Based on your screenshot above, it seems that you want to cancel your QuickBooks Online (QBO) Payroll Core account. The message you've received indicates that you still have pending tax payments and filings using the system. You can wait for them to be settled or contact our support to handle them for you. Then, after the process, they can successfully log you out of the system.

 

We've updated our customer support options in QBO. In case you want to get a callback from our representative at the time of your convenience, here's how:

  1. Go to the Help menu.
  2. Select the Contact Us button.
  3. Enter a brief description of your concern in the What can we help you with? field.
  4. Click Let's talk.
  5. Select Get a call or Get a callback.
  6. Enter your contact information.
  7. Select Confirm my call.

 

I've attached screenshots below for your reference.

Get a call back.PNG

 

After cancellation, you'll have access to your payroll data for six months. If you wish to learn more about what happens after you cancel and the things you need to do, you can refer to this article: Cancel your Full Service Payroll.

 

On the other hand, QBO has a specific product specially designed for Montenegro. After cancelling your account, you can subscribe to it. This way, your taxes will be handled accordingly. Here's how:

  1. Go to the QuickBooks website.
  2. Scroll down to the Select a Country section.
  3. Select the drop-down arrow, then choose Other Countries & Territories.
  4. Go to the Europe tab.
  5. Choose Montenegro.
  6. Select the plan you want, then click either Buy now or Free 30-Day Trial.
  7. Follow the on-screen instructions to complete the process.

 

To effectively manage your business with QuickBooks, you can check out this article: Help articles for QuickBooks Online. It contains topics about taxes, banking, and reports.

 

Please let me know if you have other concerns. I'm just around to help. Take care always.

GCC13
Level 3

How to delete a credit card refund for a customer

I just had this same issue. I know this thread is old, but I did not see a solution for deleting/voiding a refund to a customer.  I resolved it by editing the refund to a $0.00 amount, and created a new refund. Then I made a note in the memo to know why it's a zero refund.

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