Let me join with and share a few details about issuing a partial refund, @cambreco.
Usually, after entering any details like the Amount and Original Transaction ID and then clicking the Search button in the Reverse a transaction window, you'll have the option to check the transaction box and click the Amount field to change it.
Since you already followed the steps in submitting a partial refund. As far as I aim to review this further, I recommend reaching our Payments Support team. They have tools to investigate the reason for this hurdle and help you enter a partial refund.
Please follow the steps to contact them:
- Log in to your QuickBooks Online company.
- Go to the Help (?) menu.
- Select the Search tab and then click Contact Us.
- Enter your concern, then choose Continue.
- Select Chat with us or Callback.
Also, you can check our support time for more details.
Additionally, to get you more loaded with information about the Merchant Services system functionalities, you can peek at our commonly asked Payments questions.
I'd love to see any updates, so please comment anytime you have additional questions about processing payments and refunds. We're always here to lend a hand. Stay safe, and have a great weekend!
