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DivinaMercy_N
DivinaMercy_N
August 8, 2022

Hi there, @jinsil. Ensuring you'll be able to achieve your goal is my priority. 

 

I want to help you with your QuickBooks issue. However, I may need additional information about your payment concern to make sure we're on the same page. Any details you can provide are a great help so I can give a timely solution.

 

Please come back here and feel free to add a reply below. I'll be waiting for your response.

 

Thanks for dropping by. Keep safe and have a good day. 

J
jinsilAuthor
August 8, 2022

yes please help me.

 

Suddenly, the support team told me to keep the case number well and turned off the chat.

 

I really need help.

inv# [removed] and inv# [removed] are paid three times but got refund one time for each invoice on 20th July.

there is still left one more refund for each invoice. and in Aug(inv# [removed]), three times payments happened again.

How can I fix this issue? it's from JUNE and I got so many case numbers now BUT nothing has been resolved OMG

M
MirriamM
August 8, 2022

Good to see you back, @jinsil. I'm here to share some information about recording a refund for your customer.

 

There are different ways to handle customer overpayments in Quickbooks Online (QBO). One of those is giving a refund to your customer. In this process, we can use a Cheque or Expense. Doing this will reduce your bank's balance and offset your customer's overpayment. 

 

To do this, let me share with you the steps:

 

  1. In your QBO company, click the + New button in the left menu.
  2. Choose Expense or Cheque under Vendors.
  3. Select the Payee drop-down and pick the customer’s name.
  4. From the Payment account drop-down, select the bank account where you deposited the overpayment.
  5. In the Category details section, go to the first line and enter Accounts Receivable.
  6. Type how much you want to refund in the Amount field.
  7. Fill in the remaining field boxes.
  8. Click Save and close.

 

After that, let's link the refund to the customer's credit.

 

  1. In your QBO company, click the + New button in the left menu.
  2. Select Receive payment under Customers.
  3. Choose the same customer you used for the cheque or expense when recording the refund.
  4. Fill in the field boxes.
  5. Under the Outstanding Transaction section, select the checkbox for the Expense or Cheque you created when recording the refund.
  6. Make sure the payment is equal to the open balance.
  7. Click Save and close.

 

To learn more about the process, check this article: Record a customer refund in QuickBooks Online.

 

For future reference, here are some resources that will guide you on managing the following processes.

 

 

Stay in touch if you have additional questions or concerns in managing your customer credits. We're here to answer them for you. Have a good day. 

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