I'm here to help you resolve this, @LostInAccounting.
I want to ensure this is taken care of, but before I do, may I know how you record the refund? Any information could help us determine the cause of the issue.
In QuickBooks Online (QBO), you can use refund receipts if a customer asks for a refund for an item or service.
Here's how:
1. Go to the +New button.
2. Under Customers, select Refund receipt.
3. Choose the customer you want to refund from the drop-down arrow.
4. Click the Refund From drop-down arrow, then choose the bank you deposited the payment for the invoice to.
5. Select the Product/Service you're refunding and enter its corresponding amount. You can enter negative amounts for any charges.
6. Hit Save and close.
However, if your customer uses a credit card, check out this link for the steps: Void or refund customer payments.
For additional insights about processing customer's refunds, you may check out these articles:
• Record a customer refund
• How to refund a deposit and close an invoice
Feel free to visit our Sales and customers page for more insights about managing your company's income and customers.
Reach out to me in the comment section below if you have any additional concerns. I'm more than happy to help. Have a good one!
