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jayeh
Sep 18, 2023 10:15 AM UTC
Question

Refund not showing up in matching transactions

Hi,

I am trying to process a customer (donor) refund. I have created the refund receipt and paid the client. Now that I am reconciling the bank and matching transactions, the payment is showing in the bank statement but not showing up in the matching transactions to match it to. The customer account shows the correct owing amount etc. I'm at a loss.

Thanks

    18 replies

    Ashleigh1
    Sep 18, 2023 1:47 PM UTC

     Hello Jayeh, thanks for reaching out to us on the Community page, is the transaction not showing up when you click on find match on the banking page, when you click on the transaction? 

    jayehAuthor
    Sep 20, 2023 5:26 AM UTC

    Correct. Date ranges are correct and everything.

    IntuitSheila
    Sep 20, 2023 6:44 AM UTC

    Hi jayeh,

     

    Thanks for posting in the Community!

     

    There multiple reasons why we cannot match the payment to the invoice in QuickBooks Online.

     

    • Dates don't match (or are not close)
    • The bank account on the payment is not the same as the bank where the match is located
    • The amounts don't match
    • The payment has been reconciled
    • Multicurrency issue with exchange rates
    • Its already been matched to something else


    If they don't have the option to find match, just exclude the payment from the Banking tab and mark the invoice as paid manually.

     

    For detailed information you can refer to this link: Find and categorise transactions in QuickBooks.

     

    Please let me know if you have any additional questions. I'm always willing to assist.

     

    ozdavis
    Dec 30, 2023 7:57 PM UTC

    Hello,

    I am having the same issue. Has anyone found a solution?

    Thank you,

    Oz

    JaeAnnC
    JaeAnnC
    Dec 30, 2023 9:59 PM UTC

    Hello there, @ozdavis. Let's figure out why transactions are unable to find their match in QuickBooks Online (QBO).

     

    By default, QBO tries to find a match between the transaction's Date, Description, Payee, and Amount with the existing records. However, it sometimes fails to detect a match from the existing records due to the following reasons:

     

    • The payees, amounts, or dates don’t match.
    • The transaction is older than 6 months.
    • The bank account used for payment is different from the bank where the match is located.
    • The payment has been reconciled.
    • The record is already matched to another transaction. 
    • There are multiple currencies involved, and the exchange rate has changed significantly, causing large differences in amounts.

     

    That said, I recommend reviewing the transaction details to ensure they match. Alternatively, you can utilize the Find Match feature to assess the list of possible matches. You can read this article for more information: Find and categorise transactions in QuickBooks.

     

    Additionally, you can create rules for your bank transactions in QBO so they will automatically categorise into the appropriate accounts.

     

    If you need further guidance in matching your transactions, please don't hesitate to reach out to the community for help. We are always here to assist you. Take care, and have a wonderful day!

    Ballroom Fit
    Jul 1, 2024 7:28 AM UTC

    Hi,

     

    I don't think the operators understand the issue here. I have done all the above also and am having the same problem. The adjustment note does not appear, no mater how I adjust the search functions.

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