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Ensuring Successful Refund Processing by Fixing Credit Memo Errors in QuickBooks Desktop

This article helps Webgility Desktop users in troubleshooting and resolving refund errors caused by credit memo posting issues to QuickBooks Desktop. These errors often occur when an order is unsynced but its related credit memo remains in QuickBooks Desktop, leading to payout posting failures. The article guides users through steps to identify and correct these posting mismatches, ensuring successful refund processing.

Overview

This article covers troubleshooting steps for resolving refund posting errors caused by credit memo synchronization issues between QuickBooks Desktop (QBD) and the platform. These issues may arise when an order is unsynced without also removing its related credit memo from QuickBooks, resulting in payout posting failures.

Common Scenario

  • Order is unsynced from the platform.
  • Credit memo remains synced in QuickBooks.
  • Attempting to post the refund leads to an error due to the orphaned credit memo.

Prerequisites

  • Access to the latest QuickBooks company file (.QBW).
  • Admin credentials for QuickBooks Desktop.
  • Platform access with permission to manage order syncs and refunds.

Step-by-Step Resolution

1. Confirm the Error State

  • Review reports for payout posting failure.
  • Check Webgility logs/notifications for errors mentioning credit memo sync.

2. Gather Required Files and Credentials

  • Get the latest QuickBooks company file if not already available.
  • Get the QuickBooks admin credentials securely.

3. Validate Sync Status

  • In Webgility, check the sync status of the affected order and corresponding credit memo.
  • In QuickBooks, search for the credit memo using the customer or transaction details.

4. Remove the Orphaned Credit Memo

  • Ensure that the order and its credit memo are both unsynced between systems.
  • In QuickBooks Desktop:
    • Log in using admin credentials.
    • Locate the credit memo linked to the unsynced order.
    • Delete the credit memo to prevent further sync conflicts.

5. Re-Upload/Re-Open the Company File

  • Upload the updated QuickBooks company file to the integration platform if required by the workflow.
  • Confirm that the changes sync successfully, with no credit memo present for the unsynced order.

6. Retry Payout/Refund Posting

  • On the platform, attempt to post the refund again.
  • Verify that the payout posting completes successfully without sync errors.