Hi there, yana-ringo.

I appreciate you for following the steps provided by my colleagues above in recording transactions or customer's open balance.

It could be the transaction is not linked to the correct entry. To verify this, you'll need to go to the Sales page and locate the entry. This way, you're able to edit or delete it to correct the inaccurate information.

Here's how:

1. Click the Sales menu on the left panel.
2. Go to the Customers section. Then, choose the Transaction List tab.
3. Review all the customer's entries if all transactions were applied properly.
4. If not, you can delete the refund or payment created and follow again the steps provide above.
5. Click Save.

If the issue persists, I suggest contacting our QuickBooks Support Team. They have the tools to pull up your account to further investigate the cause of the issue. Please follow the steps below.

1. Open your QuickBooks Account.
2. At the top right, click the Help icon.
3. Type customer's payment in the Type something field.
4. Click I still need a human.
5. Hit Contact us.
6. You'll be routed into the How can we help? page. Then, select how you want to contact them and fill in the information.

Please refer to this article to see steps on how you can void a sales receipt or invoice paid by credit card or ACH: Void or refund customer payments in QuickBooks Online.

You can always get in touch with us if you have follow-up questions about handling refunds in QuickBooks. We'll help you out.