Refund to a Customer Discrepancy on Bank Reconciliation

imnewatthis2021 · ‎February 06, 2023

Let me begin by saying we do not use Quickbooks for inventory or billing purposes. We have point of sale software for that. I use it essentially for Accounts Payable/Payroll and easier reporting at tax time. I have a customer who wrote a check in our POS system, it was taken to the bank, deposited, etc. They paid for the wrong amount and need to get this amount refunded to them so they can rewrite payment to me and keep their books straight.

I followed the steps on giving a customer a refund by setting them up as a customer and setting up an Item called refund. It is classified as Other Charge on the Item List. After creating the credit memo, I selected to Give a Refund, Dated the Check and entered the Check Number on the "Issue a Refund" section. This gives the customer a 0 balance under the customer tab, but when reconciling my bank account, there is a CREDMEM (credit memo) that shows up under the Deposits and Other Credits side, but nothing to cancel it off with on the Checks and Payments side so I can successfully reconcile my account. Please help! Quickbooks support took an hour and a half and still had no answer.

Rea_M · ‎February 06, 2023

Hello there, @imnewatthis2021.

You may have reconciled the incorrect statement date or recorded the refund in the wrong account. That's why you're unable to balance the transaction on the Checks and Payments side while reconciling your account in QuickBooks Desktop (QBDT). I'll gladly share further details about this below.

When your refund is dated out of the Statement Date, it won't show on the Checks and Payments side while reconciling. You'll have to make sure the refund date is within the Statement Date or wait for the next month's transactions so you can include it on your reconciliation.

On the other hand, in case you've recorded the refund in the wrong account, you need to edit its account details. Please see the screenshot below for your reference.

Once everything is all set, I also encourage you to reconcile your accounts in QBDT regularly (every month). This helps monitor your income and expense transactions and detect possible errors accordingly. You may want to check out this article as your reference to guide you in doing and fixing reconciliations in QBDT: Learn the reconcile workflow in QuickBooks.

If you have other banking and reconciliation concerns or questions about managing transactions in QBDT, please don't hesitate to comment below. I'm always ready to help. Take care, @imnewatthis2021.

imnewatthis2021 · ‎February 07, 2023

It is absolutely not that. I have reconciled successfully every month. Do you have any other suggestions?

MorganB · ‎February 07, 2023

Good morning, imnewatthis2021.

Thanks for following up on this thread. I'd be glad to provide some additional info to sort out the difference in your QuickBooks Desktop account.

There are a few reasons as to why the discrepancy is showing up. For example, a transaction hasn't cleared the bank yet or there's a missing or duplicate entry.

I recommend checking out this article that offers guidance on how to fix issues when reconciling in QuickBooks Desktop. There's a section that provides different report options so you're able to see what's causing the amounts to not balance and how to fix it.

Please feel free to reach back out if you have any other questions. I'll be here to lend a hand.

imnewatthis2021 · ‎February 07, 2023

There is not a duplicate entry. It is not about a bank reconciliation error. I would love an alternative suggestion than "you didn't reconcile it correctly."

MorganB · ‎February 07, 2023

Thanks for getting back to me, imnewatthis2021.

Since the methods mentioned above didn't resolve the issue I recommend reaching out to a member of the QuickBooks Desktop Support Team once more. Agents have the ability to share your screen and will be able to pinpoint the cause of the issue and get it escalated for you if need be. Here's how to get in touch with the team:

1. Go to Help, then select QuickBooks Desktop Help/Contact Us.
2. Select Contact Us.
3. Give a brief description of your issue, then choose Continue.
4. Sign in to your Intuit account and click Continue and then Continue with my account.
5. We'll email you a single use code. Enter your code and select Continue.
6. Choose to chat with us or have us call you.

The following article provides these steps if you ever need them again in the future: Contact QuickBooks Desktop support.

Please let me know if you have any other questions. I'll be here to help in any way that I can.

imnewatthis2021 · ‎February 07, 2023

I did reach out and they did share my screen and after 75 minutes, she could not find a solution, thus my frustration.

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Refund to a Customer Discrepancy on Bank Reconciliation