Hi @AlcaeusF, thanks for the reply.
I just reached out to them again and like you mentioned, it seems to be on their end. Fixing this does require manual JEs but they said that if the payment is voided in QBO first (ie a reversal JE on the void date), then bill.com will be able to recognize this. This is apparently part of their product and unfortunately cannot be changed, but at least this should clear things up if there is an audit.
