Customer refund

Thanks for reaching out to us, @Westie10. Allow me to address your concern about recording the balance owed by your customer after issuing a refund.

In QuickBooks Online (QBO), you don't need to record the balance owed by a customer since the program tracks accounts receivable. Thus, it automatically reflects and manages outstanding balances. To view them, go to Sales and select Customers. Then, click the customer's name, and their Open balance will show in the Summary section.

However, if you need to return the customer's payment, you can see the steps outlined in this article depending on the scenario: Record a customer refund in QuickBooks Online.

When the invoice becomes uncollectible, you may also record it as a bad debt and write it off.

If you're referring to something else, please feel free to provide further clarification in the Reply section below. We'll ensure to respond promptly to assist you.

Furthermore, you have the option to customize your sales forms, ensuring they have an appealing appearance when sent to your customers. 

Keep in touch whenever you need additional guidance managing your customers' outstanding balances. Our team is available 24/7 to address your queries. Take care, and have a good one!