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tcowles
Level 2

Refund given to credit card then invoice changed

Here's the issue I'm having.

 

 - Created invoice for a customer for $478.00

 - Charged credit card $478.00

 - 10 days later, customer notified us that the original invoice was incorrect by $278.00

 - Credit memo was created & credit card was refunded for $278.00

 - Next day, another employee changed original invoice from $478.00 to $200.00

 - Customer then showed that we still owed them a refund of $278.00

 - Employee who created credit memo thought she did it wrong, deleted credit memo to show $0.00 balance

 - Now, total revenue is off by $278.00.

 - Creating journal entry taking it out of revenue makes the customer appear to have a credit due of $278.00

 

Trying to get revenue back to what it should be without creating another credit for the customer.  Any help is appreciated.

Solved
Best answer January 20, 2021

Best Answers
Tori B
QuickBooks Team

Refund given to credit card then invoice changed

Hey there, @tcowles

 

Thanks for reaching out to the Community for support. I hope you're enjoying the day so far. I'm happy to lend a helping hand with your customer's invoice and credit. 

 

It sounds like you were on the right track handling the overcharge. However, since the invoice was changed, I recommend we take a new route. Before trying any of the steps I've included below, I recommend Creating a backup of your company file

 

I suggest deleting the invoice and anything attached to it—for example, the refund/credit. What has happened to the invoice is when the change was made, the link between the credit/refund was broken. Making it appear that you still owe the customer the amount of the overcharge. 

 

Once you've deleted the invoice, you can recreate it using the same date and amounts as you did to begin with. You can then create another refund check to connect with the invoice to reduce the balance and show that you have already successfully refunded your customer. Doing this will set everything back into place so that your books are recorded correctly of the process it happened. I've included the steps to delete the invoice below.

 

  1. Open the invoice. 
  2. In the top left corner, hit Delete
  3. Click OK to confirm. 
  4. You'll need to go to the customer's list of transactions in the Customer Center and ensure you delete the credit/refund that was created before. 

 

You can always reach out to your accountant to see if they agree with the process, as they would know what is best for you and your business. If you don't have an accountant, don't sweat! You can find one here in our Resource Center

 

I'm including an article below that covers the refund process that you may find handy. 

 

Please let me know if you have any questions or concerns. I'll be here every step of the way. You can reach out to the Community or me at any time. Take care! 

 

 

 

View solution in original post

4 Comments
Tori B
QuickBooks Team

Refund given to credit card then invoice changed

Hey there, @tcowles

 

Thanks for reaching out to the Community for support. I hope you're enjoying the day so far. I'm happy to lend a helping hand with your customer's invoice and credit. 

 

It sounds like you were on the right track handling the overcharge. However, since the invoice was changed, I recommend we take a new route. Before trying any of the steps I've included below, I recommend Creating a backup of your company file

 

I suggest deleting the invoice and anything attached to it—for example, the refund/credit. What has happened to the invoice is when the change was made, the link between the credit/refund was broken. Making it appear that you still owe the customer the amount of the overcharge. 

 

Once you've deleted the invoice, you can recreate it using the same date and amounts as you did to begin with. You can then create another refund check to connect with the invoice to reduce the balance and show that you have already successfully refunded your customer. Doing this will set everything back into place so that your books are recorded correctly of the process it happened. I've included the steps to delete the invoice below.

 

  1. Open the invoice. 
  2. In the top left corner, hit Delete
  3. Click OK to confirm. 
  4. You'll need to go to the customer's list of transactions in the Customer Center and ensure you delete the credit/refund that was created before. 

 

You can always reach out to your accountant to see if they agree with the process, as they would know what is best for you and your business. If you don't have an accountant, don't sweat! You can find one here in our Resource Center

 

I'm including an article below that covers the refund process that you may find handy. 

 

Please let me know if you have any questions or concerns. I'll be here every step of the way. You can reach out to the Community or me at any time. Take care! 

 

 

 

View solution in original post

tcowles
Level 2

Refund given to credit card then invoice changed

Thank you for the help!  That solved my issue.

tcowles
Level 2

Refund given to credit card then invoice changed

Thank you for the help!  That got everything straightened out.

Jessica_young
QuickBooks Team

Refund given to credit card then invoice changed

Happy you got this worked out, @tcowles!

 

Please don't hesitate to reach back out with anything else you need assistance with. Take care! 

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