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M
Mal47
August 5, 2020
Question

How to record refunds issued via paypal

  • August 5, 2020
  • 4 replies
  • 0 views

Hi there,

 

We recently had to cancel an event and issued refunds (via Paypal) to a large group of customers that all paid via Paypal. When I look at a Paypal report from Paypal.com, it shows all of these transactions as "Withdrawals and Debits" and not as "Payments Sent."

 

I was hoping that these transactions would appear in my Quickbooks Online Banking feed and then I could classify them as "Refunds Issued." Unfortunately, none of these transactions appear in my feed.

 

I am not sure how I should be adding these to Quickbooks Online so that I can make sure to record the money going back to the customers (and the Paypal Fees charged). 

 

I've watched this video (https://quickbooks.intuit.com/learn-support/en-us/customer-refunds-and-credits/how-to-refund-customers-refund-receipts/00/344870) and it mentions the linked transactions should appear in my Paypal feed, but that isnt happening. 

 

Any assistance would be greatly appreciated. 

4 replies

Candice C
Candice C
August 5, 2020

Hey, @Mal47. 

 

It's great to see you back here in the Community. Let's try a few basic troubleshooting steps to help resolve this issue with missing transactions in your PayPal feed.

 

Using a private browser or incognito window will allow QuickBooks to load as a fresh page to remove any errors or glitches that may be occurring in your account. Here's how: 

 

  • Google Chrome: Ctrl + Shift + N 
  • Safari: Command + Shift + N 
  • Internet Explorer/ Firefox: Ctrl + Shift + P

 

If this works, then go back to your regular session and clear your browser's history. 

 

Let me know if this helps. I want to make sure you're able to get back to running your business. I'll be back around shortly. 

M
Mal47Author
August 5, 2020

Thanks @Candice C , really appreciate your help with this. 

 

I've opened quickbooks online in a new browser and I've hit "Update" on the banking tab. My feed shows recent Paypal transactions, including transactions after the refunds, but not the actual refunds. If you have any idea why they might be missing or how I might get them updated in my feed, that would be hugely helpful. 

 

Thanks again! 

T
thedoctore
February 18, 2021

This issue is still happening. None of the transactions from paypal that are marked as 'Payment Refund' get imported into quickbooks. I linked my paypal account today but I'm going to unlink it because no way that I'm going to manually enter refunds. No, it's not my cache and I'd appreciate not getting the same response as all the other people in this thread that this experience doesn't meet your expectations blah blah blah. Just fix it and please add me to you list to reach out to me when it's fixed. Good luck people!

    T
    Talk1
    March 15, 2021

    This is still an issue and unfortunately neither PayPal or Intuit Quickbooks online will help in anyway what so ever with the issue.  Quickbooks support told me to contact PayPal, and PayPal said this is an issue both partiers are working on (then sent a link here) and immediate closed my support ticket.

    I tried to talk with Quickbooks support 2 times and asked 2 people if there is a way manually add the refund but both support techs completely refused to help in any way at all and said I need to contact PayPal.

     

    I am looking for advice, should I keep trying to find a way to add a refund in Quickbooks or should I give up and remove PayPal from Quickbooks online as there is no way for me to accurately make my PayPal in Quickbooks match my actual PayPal account?

    J
    JonpriL
    March 16, 2021

    I wish I could make it better, @Talk1.

     

    Let me offer help and share how you can keep track of your transactions from PayPal in QuickBooks Online.

     

    Normally, you have the option to upload your transactions from the Banking page. Let's consider downloading a copy of your transactions based on the following file format below:

    • Comma-Separated Values (CSV)
    • QuickBooks Online (QBO)
    • Quicken (QFX)
    • Microsoft Money (OFX)

    Once you have the copy handy, here's how you can upload them:

    1. Go to Banking.
    2. Under Update, select File upload.
    3. Find and open the file of your downloaded transactions.
    4. Map your transactions according to the appropriate columns in QuickBooks.
    5. Select Upload.
    6. Click Let's go.

    In addition, here's an article you can read to learn more about how you can manually upload your bank transactions: Manually upload transactions into QuickBooks Online.

     

    Lastly, I've got you this helpful article for the steps that'll help review your transactions after uploading them: Categorize and match online bank transactions in QuickBooks Online.

     

    If there's anything else that I can help you with, please let me know in the comment section below. I'm always around happy to lend a helping hand.

    T
    Talk1
    April 16, 2021

    Hello.  I am trying to do this.  I downloaded the .csv file from PayPal and when I try to upload it to QucikBooks Online I get a message that says: "Error while reading the file. Verify that file type is CSV."  Do I need to convert the .CSV file after I download it from PayPal?

    E
    ethanjrt
    October 20, 2021

    Yep, it looks like you still have to record these refunds manually; otherwise your PayPal balance and your net sales numbers will end up increasingly off.

     

    The deeper problem here is that Intuit knows exactly how sticky their Quickbooks product is (i.e., extremely high effort to switch your books over to a competing service) -- so every time a stubborn issue like this rears its head, all twelve of the people tasked with answering the question, "Does this use of engineering time make us appreciably more money?" all come to the same conclusion: No, it does not. (Incidentally, this is also why Quickbooks customer service sucks so hard: lots of "I feel your pain" and "it personally hurts me to the core of my being when someone is having a bad experience with our product" followed by "have you tried turning it off and on again and/or executing some obnoxious, time-consuming workaround?" And it is also why prices have gone up like 300% since we started with them in 2015.)

     

    This whole situation is, of course, a ticking time bomb for Intuit: The instant a competitor shows up with a similar UI, decent banking integrations, and an easy on-ramp to port data over from QBO, there will be a massive exodus of customers who have been inwardly seething in rage for years but haven't felt that they had a viable alternative.

      G
      gardeningincarli
      July 24, 2022

      Totally agree @ethanjrt. I have been forced to use QBO for several years now, as a volunteer bookkeeper for a small non-profit. In my day job, I am a C++, Java and Python programmer for a major defense contractor. We develop software and hardware for large-scale and small-scale systems. I currently have a list, several pages long, of QBO bugs/faults/typos and annoying user-interface errors. The lack of attention to known, and long-standing issues in QBO is astounding. This is not the fault of the mods/admins; the blame lies squarely upon the developers for failing to produce and maintain a quality product. Considering any other small business bookkeeping options at this point.

        P
        pturzo
        April 6, 2023

        Hello,

        It's April 6, 2023 and this issue of PayPal refunds not syncing to QB online is still not fixed!?!?

        This has been going on since 2020! What is happening with this? Is there really anyone working on this issue?

        I can't believe I have to pay for this service that rarely works correctly. Someone please make something better! It shouldn't be this difficult. 

         

         

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