Your efforts following the suggested resolution on this thread are appreciated. 

You’ll need to redo the entire process again, Deb06. Let’s work together to ensure you can record your customer refund accurately.

Start by deleting the credit memo and check. Next, open the original payment and click the Refund Amount to Customer option. This will open a new window hit Save & Close and Yes. After that, complete the Issue a Refund window with the necessary details. I'll add an image for visual reference.

Additionally, if you like to connect with our live support team, refer to this article for additional information: Get help with QuickBooks products and services.

I’ve gathered some valuable resources to help you track your sales and expenses. These guides cover how to utilize predefined customer, job, and sales reports, as well as how to manage voids or refunds for customer payments:

• Customize customer, job, and sales reports in QuickBooks Desktop
• Void or refund customer payments in QuickBooks Desktop

For further concerns about processing customer refunds, respond to this post by commenting below. I'm committed to providing timely and thorough support.