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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 12-10-2018

Accepted Solutions
Community Contributor **

Hi Veronica, To delete or void a credit card refund: Cli...

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

16 Comments
Community Contributor **

Hi Veronica, To delete or void a credit card refund: Cli...

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

Not applicable

It didn't even occur to me to look in the Edit menu! Than...

It didn't even occur to me to look in the Edit menu! Thank you so much!
Not applicable

i need to delete the cc refund from a customer's cc, not...

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.
Not applicable

Re: i need to delete the cc refund from a customer's cc, not...

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.

Senior Explorer ***

Re: i need to delete the cc refund from a customer's cc, not...

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!

QuickBooks Team

Re: i need to delete the cc refund from a customer's cc, not...

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!

Senior Explorer ***

Re: i need to delete the cc refund from a customer's cc, not...

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!

QuickBooks Team

Re: i need to delete the cc refund from a customer's cc, not...

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! 

Senior Explorer ***

Re: i need to delete the cc refund from a customer's cc, not...

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!

Moderator

Re: i need to delete the cc refund from a customer's cc, not...

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.

Senior Explorer ***

Re: i need to delete the cc refund from a customer's cc, not...

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!

Moderator

Re: i need to delete the cc refund from a customer's cc, not...

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.

Senior Explorer ***

Re: i need to delete the cc refund from a customer's cc, not...

They charge you right?

QuickBooks Team

Re: i need to delete the cc refund from a customer's cc, not...

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.

Not applicable

Re: i need to delete the cc refund from a customer's cc, not...

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?

Senior Explorer ***

Re: i need to delete the cc refund from a customer's cc, not...

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.

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