I issued a refund to customer using out QB merchant acct & recorded the trnx using a Refund Receipt but the refund trnx isn't showing up to be "matched" in the bank acct?

Thank you for contacting us, laura88,

I'm here to help find out why the refund receipt isn't matching with the transaction on your Banking page.

The following criteria below are the common reasons that could prevent the program from matching the refund: 

• Verify that the transaction has not been reconciled.
• Verify the transaction was entered using the same bank account.
• Make sure the refund receipt has not been previously matched to another bank downloaded transaction.

Also, the system may have not automatically matched them. You'll want to manually find the refund receipt by clicking the Find Match option. Then, select Refund receipts from the Show drop-down menu to locate the entry. See the attached screenshot below for your visual guide.

If you're still unable to find the match, you have the option to Exclude the transactions instead of matching them. This will simply move the transactions out of the For Review tab. And, won't impact your books since you've already recorded the payment. 

Let me show you how:

1. Go to Banking on the left navigation panel.
2. Use the boxes on the left to select the deposits. 
3. Go to Batch Actions, and choose Exclude Selected. 

Check out these articles for more details about processing a customer refund:

• Refund a credit card payment in QuickBooks Online

• Void or refund transactions in QuickBooks Payments.

Should you need additional information, don't hesitate to comment below. I'm always right here to help.

Thank you for replying to my message.  Unfortunately, it didn't solve my issue.

I received a deposit to my bank account and that deposit is for multiple invoice payments plus the refund that I issued to our customer's credit card.  When I do the "Find Match" option in the bank account, all of the invoice payments show up as options, but not the refund receipt.  See screen shot.  The refund has not been reconciled and it never even came up to be Reviewed, it just automatically went straight into the account register.

Hello, @LWiles.

I appreciate the additional information and screenshot. Let me add some information. 

The downloaded invoice payments and refund will not match because it composed of different transactions. 

What you can do is to manually record the invoice payments and refund and exclude the downloaded transaction from your bank. 

To exclude a transaction, here’s how. 

1. Select Banking.
2. On the Banking page, select the For Review tab.
3. Select the checkboxes of the transactions to exclude.
4. From the Batch actions drop-down, choose Exclude Selected.

You can use this article for more detailed information on how to exclude a transaction. Exclude downloaded bank transactions. 

Also, you can check out this article to know what to do if bank transactions won’t download in QuickBooks Online. Bank transactions won’t download.

Feel free to leave a comment below if you have other questions. I'd be glad to help you. Have a good one!