Once a customer disputes a payment, the process would require essential documentation and steps that would disable your access to reverse the transaction, Cindee. Allow me to further elaborate on this below.
In QuickBooks, a credit card (CC) refund would need customer CC information due to the nature of chargebacks and retrieval requests. If a transaction gets disputed, the card-issuing bank may request documentation to verify the sale. This process ensures the refund is properly processed and linked to the original transaction.
These are the most common factors why a chargeback or retrieval request occurs:
- The cardholder reports an unfamiliar activity on their account
- The transaction was initiated by mistake
- If a potential fraudulent activity was detected
- If a customer is not satisfied with the sales or services
When at least one of these happens, reversing the payment is not an option, and you can only handle it by following the instructions sent via email. In this case, kindly check for an email from us and refer to its instructions so you can process the chargebacks or retrieval requests.
For more information about resolving this situation, refer to this article: Handle chargebacks and retrieval requests for QuickBooks Payments. This resource contains what you need to do to process the refund accordingly.
Nevertheless, if this is not a disputed payment, you can initiate a regular refund through the Merchant Service Center page. Please know that it would still require customer CC information so you can transfer the funds to the correct account.
For comprehensive guidance, check out this article: Void or refund transactions in QuickBooks Payments. Just ensure you have the appropriate user permission to refund the amount successfully.
Additionally, you may click these links once you need to fix duplicate CC transactions or gather some insights about Payments Dispute Protection:
You might also consider exploring our QuickBooks Live Expert Assisted plan to maximize your QuickBooks experience. This service lets you secure the accuracy of your records and financial management with the guidance of our dedicated bookkeepers. This way, you can focus on your business growth and operations.
If you have more questions about refunds or fund disputes, click the Reply button. The Community is always here for you.
