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Level 2

Open Invoices Report

We cut a check to refund a customer (who paid with a credit card).  Why is it showing up like this on my Open Invoices report?  How to remove it?

7 Comments 7
QuickBooks Team

Open Invoices Report

Hi there, LWAY1. 


Thanks for dropping by this afternoon. What you'll want to do is void the paid invoice to remove it from the opening invoice report, and then refund the credit card payment following these steps. 


How to void an invoice paid by credit card:

  1. Go to the Sales menu and select the Invoices tab.

  2. Select the invoice you want to void the payment for.

  3. From the invoice detail screen, select the payment made link.

  4. Select the date link.

  5. Select the Transaction processed link.

  6. Select Refund.

  7. Select Yes, refund my customer.

  8. Select OK on the Transaction successfully refunded screen.

If you were able to void the transaction prior to the payment batching, you'll now see the status Voided and you can print a voided sales receipt by selecting Print.

Did you know you can also void customer payments in the QuickBooks GoPayment mobile app? Learn more abou thow to void customer payment transactions in GoPayment.


Refund a credit card payment for a paid invoice:

  1. Select + New.
  2. Select Refund receipt.
  3. Select the customer you want to refund from the Customer ▼ dropdown.
  4. Fill out the fields using the info from the original sale.
  5. Choose which payment method and account you wish to refund the customer from. Note: You can't refund an ACH payment to the customer’s bank account. You'll need to choose another refund method (cash, check, or store credit).
  6. Select Save and close.

You can now send or print the refund receipt.


If you have any other questions, feel free to post them down below. thank you for your time and have a  nice afternoon. 




Level 2

Open Invoices Report

I should have mentioned it was a partial refund.  So we don't want to void the invoice completely.  And we refunded via a check to avoid the credit card charge back transaction fee.  So I don't need to refund the credit card.  I was told a refund receipt is not necessary as it doesn't affect the monetary transactions in any way & is essentially useless.  Was I misinformed?


Open Invoices Report

Thank you for connecting with us once again, LWAY1.  A refund receipt is used to capture a customer's refund with the different payment methods. The only account the Refund Receipt affects is the account the refund comes out of. This will leave a note on the customer's account, and the Accounts Receivable account will not be changed. 


You can visit the Community anytime if you need help. Please know I’m here ready to assist further. Enjoy the rest of the day.



Level 2

Open Invoices Report

So if I enter a refund receipt both line items will be removed from my open invoices report?

Tori B
QuickBooks Team

Open Invoices Report

Hey there, @LWAY1.


Allow me to chime in here. 


Since you've stated that you created a check to refund the customer, let's backtrack and delete the check entirely. Instead, let's create a refund receipt, as mentioned by my colleague, and choose check as payment method. This way, we will record within the refund receipt that you've paid your customer back with a check. You can see how to do this below.


Of course, before we make any changes to your account, it's always best to double-check with your accountant before performing any of the steps provided. If you don't have an accountant, don't sweat it! You can find one here in our Resource Center


Let's get started:


1. Locate the check you've created. 



2. Click on the check and select Delete



3. Hit Yes to confirm.



Now that we've deleted your check let's create a Refund receipt and make sure we choose check as the payment method.


1. From the +New button, choose Refund receipt



2. Fill out the refund receipt and pick Check under Payment method



3. Hit Save and Close



You can use the link provided by my colleague above,Void or refund customer payments in QuickBooks Online for further details. 


Please let me know if you have additional questions or concerns. I'm always just a Reply away to help you get back to business. You can reach out to the Community at any time. Take care! 



Level 2

Open Invoices Report

Thank you for the thorough reply.  Unfortunately the refund check has been printed & mailed out to the customer already.

QuickBooks Team

Open Invoices Report


Thanks for getting back to us, @LWAY1.


Allow me to chime in and share some information about this issue.


Since the refund check has been printed & mailed out to your customer. You can follow the steps suggested by my peer Tori B and make sure don't print it again. From there, you can record the refund receipt that you've paid your customer back with a check.


Also, you can reach out to your accountant. They're the best support that can guide you about this.


Please let me know how it goes or if you need anything else. I'm always here for further assistance. Take care and have a good one.

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