I need to refund the customer and issued a refund via QB instructions on paid invoices with CC. Do I now go into GoPayment and issue a refund now with the app?

userhappycamperrvtec · ‎August 12, 2021

Mark_R · ‎August 14, 2021

I appreciate you getting back to us and sharing additional information about your refund concern, @userhappycamperrvtec.

Let's go to your merchant service account and process a refund for your customer's credit card payment from there.

When you process the payment in the GoPayment app, the refund needs to be processed through your merchant service account, not in QuickBooks Online (QBO). This is to ensure the payment made by your customer will be reversed back to their credit card account. Here's how:

Sign in to your Merchant Service account.
In the Processing Tools drop-down, select Reverse a Transaction.
Fill out the necessary information and click Search.
Select the payment transaction you want to refund, then Submit.

I'm adding this article for more guidance: Void or refund transactions in QuickBooks Payments.

Once the refund is all good, you can now continue processing payments in the GoPayment app. Then, learn how to check when QuickBooks deposits customer payments into your bank account by reading this article: Find out when QuickBooks Payments deposits customer payments.

Should you need any assistance processing payments in the GoPayment app, I'm available here to help any time!

View solution in original post

MaryLandT · ‎August 12, 2021

I'm here to help you refund a customer in QuickBooks Online, userhappycamperrvtec.

You don't need to go into the GoPayment app. It'll cause duplicate entries since you've already processed a refund in QuickBooks.

You can either use the GoPament app or refund customers within QuickBooks. You also have the option to issue a refund through the Merchant Service Center.

Please refer to this article: Void or refund transactions in QuickBooks Payments. It provides instructions and detailed steps for the process when a customer is using a credit card.

I'm also adding these links as your future guide:

Stay in touch with me if there's anything else I can help you with processing a refund. I'll be right here to provide additional information for your daily transactions.

userhappycamperrvtec · ‎August 14, 2021

I don't think what I have done is correct. I've called support and they can't really tell me if it went through or not except that it says PAID in green on the Refund Receipt. The CC payment went through Gopayment which is tied to my QB online. When I followed steps and created the +New and clicked Refund Receipt, the drop down would not allow me to use the GOpayment selection for the refund. I had to choose CC coming from my Biz Checking account. The customer does not want to give me the CC information. I believe this is where support is not sure what's going on. Will GOpayment know to issue the money back? I suspect I need to go to the merchant services and then issue a refund from that and remove the refund receipt. I checked my account and nothing has shown up.

Mark_R · ‎August 14, 2021

I appreciate you getting back to us and sharing additional information about your refund concern, @userhappycamperrvtec.

Let's go to your merchant service account and process a refund for your customer's credit card payment from there.

When you process the payment in the GoPayment app, the refund needs to be processed through your merchant service account, not in QuickBooks Online (QBO). This is to ensure the payment made by your customer will be reversed back to their credit card account. Here's how:

Sign in to your Merchant Service account.
In the Processing Tools drop-down, select Reverse a Transaction.
Fill out the necessary information and click Search.
Select the payment transaction you want to refund, then Submit.

I'm adding this article for more guidance: Void or refund transactions in QuickBooks Payments.

Once the refund is all good, you can now continue processing payments in the GoPayment app. Then, learn how to check when QuickBooks deposits customer payments into your bank account by reading this article: Find out when QuickBooks Payments deposits customer payments.

Should you need any assistance processing payments in the GoPayment app, I'm available here to help any time!

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I need to refund the customer and issued a refund via QB instructions on paid invoices with CC. Do I now go into GoPayment and issue a refund now with the app?