Hi Sheila, thanks for your detailed post and support of our Desktop product throughout those years. Please submit the refund request for the full invoice and enter the Company ID or business name of the client in QuickBooks in the description field, along with details of the request so that this can be reviewed by our billing team. Are you receiving this message when removing the client from your billing plan (by navigating to the Cog in your QBOA account > subscriptions and billing > client-billed subscriptions > select the action drop-down beside client > transfer billing to client)? :)