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info1980
January 2, 2024
Question

Refund a customer credit card payment. "Make sure your email address is correct to continue." my & client email is correct. why I am getting this error message.

  • January 2, 2024
  • 1 reply
  • 0 views
quickbooks online
my email gets qb notifications
client email received the invoice

1 reply

R
RoseJillB
January 2, 2024

I have the steps you can take to rectify the error message you’ve encountered upon processing a refund in QuickBooks Online (QBO), @info1980.

 

Since we’re certain that your customer’s email is correct, we can perform some troubleshooting steps to eliminate common errors in the application and fix them.

 

We can start by processing the refund using a private window. The private window is a helpful tool for troubleshooting browser-related difficulties as it won't preserve any history. The following are the keyboard shortcuts:

 

  • Google Chrome: press Ctrl + Shift + N
  • Mozilla Firefox: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

 

Once you have successfully issued the refund, switch back to your default browser and delete its cache. The best way to give your browser a fresh start is to clear the cache or cookies. If not, using one of the supported browsers can also be a smart choice.

 

Moreover, you can utilize various financial reports to get a snapshot of your business's financial growth. I also added a resource where you can refer to the complete guidelines for customizing it:

 

 

If you have any additional concerns regarding the management of QuickBooks transactions, please don't hesitate to bring them up. I'll be available to assist you with any help you may need.

I
info1980Author
January 4, 2024

I still get error message.

    Tori B
    Tori B
    January 4, 2024

    Thanks for checking back with us, @info1980. 

     

    I appreciate you taking the time to follow the steps that my colleague has provided above.

     

    Since you're still having issues with the email, I want to dig a little deeper into the error and gather as many details as possible. To do this, would you mind sharing a screenshot of the error? I also wanted to confirm if you've been able to send emails before without error? Is this only happening to this particular client, or does this effect all clients? 

     

    I'll be sure to keep an eye out for your reply. Please let me know if you have any other questions or concerns. Chat with you soon!

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