Customer Payment through Intuit missing from Quickbooks

A customer made a payment through Intuit Payment Solutions last month, and the payment is showing in our bank account, but is not showing up anywhere in QB desktop.  It's not in undeposited funds. It's not deposited and posted to the customer account.  I can view the transaction details of the payment, and it's funded.  I can't reconcile because of this, and I need to give the customer a refund as they overpaid.  Any help would be greatly appreciated!