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bitswap
August 23, 2022
Question

Paypal Bank Link - Transaction with partial refund not automatically imported

  • August 23, 2022
  • 3 replies
  • 0 views

I noticed that all my transaction from Paypal having a partial refund are not imported at all by the Paypal Bank link.

 

Say if the client paid £76.62 and I refunded £9. Only the £9 appears in the list and not the £76.62.

All transactions of the kind are affected for the year worth of data that I have in QB.

 

I contacted your support this morning about that and your staff could not give any explanations for this. She asked me to confirm it was for more than one transaction. I do confirm this is for all partially refunded transactions yes.

 

I would highly suspect a bug here. Could you confirm if you are aware of this issue?

 

Happy to provide data if needed.

3 replies

T
TirzahC
August 23, 2022

Thank you for bringing this to our attention and I appreciate you for reaching out to our support regarding your refund does not imported successfully, bitswap.

 

I'd still recommend getting in touch with the PayPal Support Team or your financial institution.

 

Also, we can update your bank connection if the refunds are not imported successfully on the Banking page. 

 

Here's how: 

 

  1. Sign in to your QuickBooks Online account.
  2. Go to the Banking menu and choose the Banking tab.
  3. Select your PayPal account and click Update.

 

Lastly, I recommend reading these articles to learn the tips and tricks in handling PayPal transactions:

 

 

If you have additional assistance while managing your bank transactions, let me know. I'll be around to provide further assistance.

B
bitswapAuthor
August 23, 2022

Thank you for taking the time to reply Tirzah. (note it's not the refund that is not appearing but the initial payment - the refund does appear - please read me again if unsure).

 

Yes I did use the update button in an effort to solve it. That does not load the missing transactions unfortunately.

 

I do not think it is my role to contact Paypal and sort out bugs in the API between Paypal and Quickbooks. I am the client getting a service from your product.

 

I am very concerned now and for two reasons.

First of all QB is not importing data correctly and as I have to make decisions based on what your software is giving it is not comforting at all. (I am also facing another bug with multi-currency transactions which adds even more to the unsafe feeling).

Secondly you do not seem to take the issue at the critical level where it should be. I would think a plain bank link would be something well tuned in an accounting software. You should normally reply with a confirmation that you are working on the issue.

 

If things do not improve I might seek another solution for my accounting needs. Both the state of your product and your troubleshooting response deserve more attention and improvements.

 

Adrian_A
Adrian_A
August 23, 2022

I appreciate you for getting back to us, bitswap.

 

It isn't the kind of encounter we want you to come across. Manually updating your bank transactions refreshes the connection between your bank and QuickBooks.

 

Since the same thing happens after updating the connection, let's log into your bank's page to check for any page maintenance announcement. Thus, the reason why the initial payment is missing. You can get your bank's URL through QuickBooks. Here's how:

 

  1. From the Banking menu, select Banking.
  2. Click Link account.
  3. Search and select your bank's name.
  4. Copy the URL.

 

If you have more than 90 days worth of transactions to be imported, you can upload them manually. 

 

I've also added this article that has detailed steps to ensure the transactions are categorized: Categorize transactions.

 

Additionally, can you share with me your concern with multi-currency? I'm here to help you out with it.

 

Feel free to get back to our thread whenever you need help with the categorization.

 

     

K
Kitt1
April 2, 2023

I'm having this exact same issue and came across this thread while looking for a solution. The original transaction and the Paypal fee are not imported into QBO, but the partial refund is. Has a solution been found please?

 

I've found another thread about the same problem: Where I have partially refunded sales in Paypal, the sync only brings over the refund amount, not the sale amount. The final reply isn't helpful as that QB team member clearly didn't read the problem and just assumes this is about fees not mapping.

 

I've tried getting the Connect to Paypal app which might help, but that turns out to be US only so I have to rely on the bank sync.

Daniela_A
Daniela_A
April 2, 2023

That doesn't seem right, @Kitt1.

 

Let's get these missing transactions imported to QBO.

 

Normally, all the transactions should show when using a bank sync. To have this sorted out, let's try performing a manual bank update to refresh the bank feeds for the latest updates. Here's how:

 

  1. Go to Bookkeeping, select Transactions, then select Bank transactions.
  2. Select Update.
  3. If asked, enter your Multi-Factor Authentication (MFA). Then select Continue update.

 

I've also added this article for your reference: What to do if you can’t find downloaded transactions in QuickBooks Online.

 

If you're still not seeing the PayPal fee, let's perform some troubleshooting steps. An unexpected behavior like this in QuickBooks can sometimes be caused by excessive cache in your browser. We can start by opening your account in a private browser.

 

This method prevents cookies from being stored on your computer, making it a great place to identify browser problems. Use these keyboard shortcuts depending on the browser you're using:

 

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

 

If it works, clear the browser's cache. It removes the history or log of sites so you can start with a clean slate.

 

Alternatively, we can also upload these transactions to QBO manually. Feel free to utilize this article to learn how: Manually upload transactions into QuickBooks Online.

 

Do get back to us whenever you have other questions or concerns. Our door is always open to help. Stay healthy and keep safe.

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