Cancellations & refunds

The charge for an order already happened at the moment it was placed, so the original transaction is treated as complete and permanent. When an order is cancelled or refunded, TruSync creates a separate Refund Receipt dated on the cancellation or refund date, rather than voiding or modifying the original.

This matches how your payment processor actually handles it: a credit card batch includes both the original charge and the refund as two separate transactions, even when they net to zero. Voiding the original would leave QuickBooks out of step with what your processor’s batch actually shows.

A partial refund — an item that didn’t ship, a shipping cost refund, or a general adjustment — also creates a Refund Receipt, for the partial amount.

Both sides of the transaction — the original charge and the refund — appear as separate line items in the relevant Bank Deposit, so the deposit matches what actually settles to your bank account.

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