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Never use two different methods to manage the same information. Or, you might simply want to write a check as a Refund of Income to them, and not use a Credit Memo at all. If you decide to do it with a Credit Memo, you use the Credit Memo function and issue the refund check from the icon at the top, and Do Nothing Else. If you have No Balance for that customer as Negative AR, and you intend to issue them a refund, then you control how to do this. If you have One Specific Payment that resulted in Too Much Money, then you issue the refund from there. Step 1: Navigate to the Create (+) Menu To create a credit memo in QuickBooks Online, start by navigating to the Create (+) menu in the dashboard. "If I try to issue the credit from the payments screen, the available credits show at the bottom, but cannot "refund check". With that, in QuickBooks, theres no direct way to create a credit memo that will not restock the item. QuickBooks will record them in your Profit and Loss report and Sales report. Tip: You can create a custom credit service item so you can quickly add it to credit memos as a single line item. Enter the credit memo details, such as the date and the amount. In the Customer dropdown, select the customers name. If a credit memo has already been made, you can use it to apply to the invoice. What you can do is to apply a credit memo to an open invoice. You don't do Both for the same overpayment. When creating a credit memo in QuickBooks, it affects your items. To create a credit memo in QBO, follow these steps: Credit Memo can be chosen by clicking the Plus (+) icon. Either there already is a Credit Memo for you to issue a refund from the top or, you already have funds on hand as negative AR from an Overpayment condition and don't also need or use Credit Memo. You seem to trying to do the same thing two different ways. "I do go back to the Previous Payment Screen" "I issued the refund from the Credit Memo and from Prepaid as an Item."