Hello: I have attempted to get help from support for two straight days. Chat will not work for me at all I get a white screen and I waited two hours 3 times now for a call back , a few moments ago I was asked to hold because "her tools were not working" she put me on hold for about 5 minutes and then hung up. 

When I go into "Refund an eCheck" QB Payments it brings me to 

"Step 1" Search for the transaction you would like to refund but no matter what info is entered it does not find the transaction so I am stuck there with no refund option. 

The attachment is a photo of the original transaction and the photo of what happens when I attempt to refund it. 

There are no error messages or anything it just won't populate the original transaction so that I can refund it. Has anyone else experienced this or know how to fix it?