I have a similar situation.  We use another software, Housecall Pro, to do all of our scheduling, invoicing, etc.  When an overpayment is made in Housecall, it shows a credit on the customer page.  When we refund the customer in HC via their credit card, HC sends to QB Online a refund receipt.  But this creates an open balance on the customer page.  Should I delete the refund receipt and go thru the steps you outlined for this person?