Hello there, Erica. QuickBooks Online is designed to automate and simplify transaction matching by aligning dates, descriptions, payees, and amounts with your existing records. I'll provide more details so you can match your refund transactions.

There are instances where mismatches can occur, preventing some transactions, like refunds, from showing up as expected. It won't detect a match from the existing records due to the following reasons:

• The payees, amounts, or dates don't match.
• The transaction is older than six months.
• The bank account used for payment is different from the bank where the match is located.
• The payment has been reconciled, or the record is already matched to another transaction.
• Multiple currencies are involved, and the exchange rate has shifted significantly, making the amounts very different.

With that in mind, I recommend revising the transaction details to confirm that they align correctly. Alternatively, you can use the Find Match feature to explore a list of potential matches. Please see the attached screenshot for visual reference. 
 

Moreover, I'm adding these resources to assist you in reconciling your account once you've finished categorising your transactions:

• Learn the reconciliation workflow in QuickBooks
• Fix issues the first time you reconcile an account

By reviewing the transaction details, you can identify and match the refund. Should you have any more questions or need additional assistance as you navigate through these steps, we're here to help.