Question

PayPal Refunds Not Importing to my Bank Feed (QB Online)

Forum|Forum|5 years ago
September 28, 2020
4 replies
0 views

As I understand, there is an issue affecting myself and many other QB online users. Starting in about June, my PayPal bank feed stopped importing refunds. Any time I refund a customer, that transaction would show up under the spent column of my PayPal banking transactions. Now, they no longer import or show as a transaction. I would like to see if anyone has any concrete information on this bug/error, and how it is being fixed. This is the second critical PayPal banking feed issue I have experienced in the last two months, and it is making me question if I can trust my business to Quickbooks.

QuickBooks Online

M

MirriamM

Hi there, iharkins. I appreciate you checking in with us about your PayPal concern.

We are currently aware of the difficulty being caused by this issue and our engineers are working to identify the situation and resolve the problem.

In the meantime, I recommend reaching out to our Customer Care Team to add your company to the list of affected users.

To learn more about PayPal, you can refer to these articles:

We appreciate your patience and understanding while we are working for a fix. If you have further question, let me know. I'll be here to keep helping.

I

iharkinsAuthor

Just out of curiosity; is this error being caused by some sort of change on PayPal's backend?

MaryLandT

I can provide some information about the connection with PayPal, iharkins.

The level of detail we receive depends on PayPal. However, our Engineering team has determined several issues with the connection in QuickBooks Online (QBO).

They've determined that several merchants are set up incorrectly. Having the PayPal app pointing to an old/incorrect Account_ID inside their QBO can cause the system not to receive transactions from the app.

I recommend contacting our QuickBooks Team so they can identify if your PayPal account is active in the system. Once they verify the status, they'll provide the necessary steps to keep this going.

While the refund isn't showing up on your Banking page, you can manually record the transaction. It will keep your books accurate. This process depends on how you process the refund.

Check out the Record a customer refund in QuickBooks Online on how to record it in the system.

Stay in touch if you need anything else, and I'm always around to help.

I

iharkinsAuthor

Hello,

are there any updates to this glitch / error? any new information?

Angelyn_T

Thank you for getting back, @iharkins.

The investigation about refunds that are not importing to QuickBooks is currently tag as closed and resolved. As mentioned in the previous post, the root cause of the issue is the incorrect merchant set up. I would suggest reaching out to our Support Team so a representative and check and figure out the setup of your account.

To contact support, tap on the Contact Us button from the Help menu.

Before that, you can check out the Support hours and types page so you can connect with them at your most convenient time.

For more tips and related resources, while working with QuickBooks and banking, you can as well open the topics from our help articles.

Please let me know if you have any other questions. I'm always here to help. Have a good day!

G

garrett-cottam

Why is this case showing as "Closed"? This issue has not been resolved and I called customer support and spoke with them at length about this issue. I was hoping they could walk me through my merchant setup since you are claiming that may be our issue. Unfortunately, they were unable to help and told me to contact PayPal, which I have and they say that it's a QBO issue... None of the refunds processed through PayPal are showing up in my QBO bank feed. This is adding hours of work since I have been having to manually enter every refund.
Please escalate this issue again because it is not resolved and if it doesn't get resolved by the end of the year, we will likely switch providers to Sage or Xero as this is a big issue for us!

D

dakotabartell

Is there a solution to this or not? I've been having the same issues for a long long time.

C

Catherine_B

I checked in our system and the investigation is already closed, dakotabartell.

It's possible that a number of merchants are set up incorrectly in the PayPal app causing the system not receiving any PayPal transactions. Our engineers have resolved this issue and it looks like you're still affected by bank transactions not downloading. I'd suggest reaching out to our Phone Support Team so we can review your possible PayPal accounts connected to QuickBooks. They can open a new investigation so they can work it out with PayPal.

You can check out these articles that will help you in handling bank transactions:

Let me know if you have other questions. Take care and have a great day!

T

Tapestry

I will add my voice to this conversation. I recently changed from an older PayPal APP to Connect to PayPal with the help of QBO support who walked me through the set-up. Now, as others, I am not getting any PayPal refund transactions in QBO where I had before. It is obvious to me that the issue has not been resolved. Calling PayPal only gets "go back to QBO."

H

Heather-Starr

Has this problem been resolved other than to keep saying it's an error in the merchant set up? It's exhausting and extremely time consuming trying to explain and fix issues when speaking with someone from Quickbooks via chat or phone.

DivinaMercy_N

Hello there, @Heather-Starr. I'm here to ensure you'll get the right support to resolve the PayPal refunds issue.

The investigation about the PayPal bank feeds refunds not downloading in QuickBooks Online (QBO) is already tagged as closed and resolved. Since you still experience the same issue, you'll want to contact our support team again. They can further check your account and fix what's preventing the refund transactions from being downloaded.

In the meantime, you can follow the workaround provided by my colleague, Giovann_G to manually import the refund transactions in QBO.

It's also recommended to reconcile your transactions regularly to ensure that your bank balance and QuickBooks are in sync.

I'm always around to help if you have any other concerns with downloading your PayPal transactions in QBO. Feel free to visit the Community space again. Have a good one.

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