This isn't the kind of experience we want you to have with our online banking feature in QuickBooks Online (QBO), @francesca-elizab. Since I know the importance of keeping your PayPal account updated, I'm here to guide you on the actions you need to take care of this issue.

The identified cause of the importing PayPal refunds to QBO issue is caused by an incorrect merchant set up. Then, the investigation about it is already tagged as closed. When you're still experiencing the said issue, I'd recommend contacting our Customer Care team. They can securely pull up your account, configure your set up so you can get back to managing your transactions in no time.

In case you want to relay this matter directly to one of our representatives through a call, you can request a callback. You'll first have to check out our support hours to ensure we can assist you on time. Here's how:

1. Go to the Help menu.
2. Choose Contact Us. 
3. Enter your specific concern in the What can we help you with? field. 
4. Click Let's talk. 
5. Select Get a callback. 
6. Enter your contact details. 
7. Click Confirm my call. 

I've attached a screenshot below for your reference.

Once your latest PayPal transactions are downloaded, you need to review and/or match them to the existing entries in QuickBooks. This way, you can keep your financial data accurately recorded. You can refer to this article for the step-by-step guide: Categorize and match bank transactions. It also includes details about excluding personal or duplicate transactions.

Additionally, I'd recommend reconciling your PayPal account every month. This is to effectively monitor your income, expenses, and the growth of your business. For the detailed steps, you can check out this article: Reconcile an account in QuickBooks Online. It also contains instructions on how to review past reconciliations.

Please let me know if you need anything else or other banking concerns in QBO. Just select the Reply button below and I'll gladly help. Keep safe always.