I appreciate your patience and for looping back to the thread with further details, Cindee.

If you processed the payment directly from QuickBooks Online, the requirement for customer credit card information during refunds is a security measure. Let me clarify further why you're asked for customer credit card information and provide detailed scenarios to help you process refunds.

Intuit performs a quick validation on the card to ensure the refund process is secure. You need to enter the customer's credit card information at least once for validation. QuickBooks does this to protect both the business and the customer by verifying the card details.

After entering the card details, you have the option to save this information securely in QuickBooks Online for future transactions, making the process smoother next time.

However, if you processed the payment using QuickBooks Merchant Services, you can issue a refund without needing to re-enter the customer’s credit card information by following these steps:

1. Sign in to your QuickBooks Payments account.
2. From the Activity & Reports drop-down, select Transactions.
3. Enter the appropriate date range and select Search.
4. Select the Transaction ID or the transaction you want to reverse.
5. Select Reverse (Void/Credit).
6. Select the checkbox for the desired transaction, then Submit.

Also, QuickBooks Payments live support is available during specific hours. If you called outside of these hours, you might not have been able to reach someone. Their support hours are Monday to Friday, 6 AM to 6 PM PT, and Saturday, 6 AM to 3 PM PT. Reaching out during these times will ensure you get the assistance you need:

1. Go to the Help menu (Question mark icon) at the top right corner.
2. Type "Contact Us" in the search bar and follow the prompts.
3. Choose your preferred method of communication (e.g., callback or live chat).

I'd also like to provide these additional resources that you can refer to:

• Void or refund transactions in QuickBooks Payments
• Void or refund customer payments in QuickBooks Online

Lastly, if you need to collect payments from your customers every month you can schedule recurring sales receipts so you don't have to create one every time. Feel free to access this article for future reference: Set up a recurring sales receipt in QuickBooks Online.

Let me know if you need further assistance recording a refund or have any other queries. Rest assured, this thread will be active in assisting you. Take care.