The only action available to a Payments Dashboard transaction record on the SOS Pay list (Company menu > Miscellaneous > SOS Pay) is Refund, which is also available as a batch action.
When the Refund button is selected, a pop-up window will appear with an Amount field. Indicate the amount you wish to refund, then select Submit. The refund will be processed Payments Dashboard immediately, then added to the SOS Pay list with Refunded or Partial refund indicated in the transaction record’s Status column.
Refunds may involve additional actions on your part, depending on the situation. Refer to the subsections below for additional information.
If an error was made on a payment transaction that resulted in an incorrect charge amount in Payments Dashboard, locate the transaction on the SOS Pay list and issue a refund. Then locate the payment transaction on the Payments list and delete that transaction.
You can then generate a new payment transaction from the invoice with the correct amount, which upon saving will result in processing the correct payment in Payments Dashboard.
When a refund (one that is not due to a mistake in the payment amount) is processed in Payments Dashboard, it gives the monies back to your customer. A refund of the payment in SOS Inventory does not affect QuickBooks Online.
For canceled orders, it is not necessary to delete the payment transaction from the Payments list in SOS Inventory. However, if you delete the payment for a canceled order, you may wish to also delete the invoice associated with that payment—or void the invoice in QuickBooks Online.