Forum Discussion

Valy's avatar
Valy
Experienced User
22 days ago

Refund to a customer for double payment of invoice

Hello, I need help with issuing a refund. 

A customer paid an invoice in July and then made a double payment in August. I applied this extra payment to the closed invoice, creating a credit. Now, when I try to process the refund, it only creates a credit but the customer wants the money back in their bank account, not as a credit. 

How can I set up a bank file to process this refund? (I've already added the customer's bank details to a supplier card.)

Thanks in advance.

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    22 days ago

    Hi Valy,

     

    Sounds like you're on the right track by creating a credit to handle the extra payments. To process a refund for the double payment and ensure the customer receives the money back in their bank account, you'll need to go to the "Returns & Credit" tab, find the credit note, and hit "Pay Refund." After processing the refund, go to Banking > Prepare Electronic Payments and select the refund transaction to create a bank file. For more info, please check out this Help article: Customer Overpayments.

     

    Feel free to get in touch if you need more help.

     

    Cheers,

    Princess

    • Valy's avatar
      Valy
      Experienced User
      21 days ago

      Hello Princess, thanks for the reply. I did just that and clicked on the Pay refund, however going to Banking/ Prepare Electronic Payments, there is no transaction for me to do a bank file, what I am missing here?

      • MaxMM's avatar
        MaxMM
        19 days ago

        You need to choose a clearing account in MYOB when "pay refund" then use "spend money" to record the transaction by choosing that clearing account.

        You will see the transaction from "prepare electronic payments" window after.

  • Valy's avatar
    Valy
    Experienced User
    16 days ago

    Hello Max, I am confused about the instructions, the first reply wasn’t clear regarding the use of the electronic clearing account.

    Could you please clarify your reply? when you mention choosing a Clearing Account, are you referring to the Electronic Clearing Account or our actual bank account?

    I went back and changed the account to the Electronic Clearing Account, recorded the spend money transaction, and prepared the bank file. However, I received an error message stating "There were no transactions to process."

    Could you please help me understand what I need to do to fix this issue? I have attached pictures for your reference.

  • Valy's avatar
    Valy
    Experienced User
    16 days ago

    Hello Sai, I read Max's reply and it didn't work for me so i emailed him directly MaxMM . Hope I can get some clarification ASAP.

    Thank you

  • MaxMM's avatar
    MaxMM
    16 days ago

    Hi Valy,

     

    I believe you need to create a new clearing account, 1-???? for "pay refund". then use "spend money" with "Electronic Payment" ticked to pay the refund from the 1-???? new clearing account. It probably doesn't work when you use the same electronic clearing account (I'm not 100% sure if that's the reason).