I appreciate you for adding a screenshot, @miniprincess.

I’d like to help and get this issue sorted out so you can refund your checks. Let me direct you to our dedicated team who are trained for this kind of query. I recommend contacting our Merchant Support team.

I see that you’ve already contacted them, however, it would be best to reach to them again. They have the proper tools to securely check your account and investigate the reason why it won’t populate the original transaction.

In regards to the issue of getting a white screen, I recommend using a private or incognito window in reaching out to them. There’s a possibility that the browser is full of cache files, thus, it’s unable to load the web page.

Using an incognito window is a great tool to verify the issue as this doesn’t save any cache files. To open a private window, you can use these keyboard shortcuts for reference:

• Press keys: Ctrl + Shift + N (Google Chrome browser)
• Press keys: Ctrl + Shift + P (Mozilla Firefox & Microsoft Edge browser)
• Press keys: Command + Shift + N (Safari browser)

If you’re able to get in touch with them, I’d suggest clearing your regular browser's cache to refresh the it. If the issue persists, I recommend using other supported browsers. This way, we can check if this is a browser-integrated issue.

Moreover, you might want to use this article for guidance in seamlessly process your customer payments: Take and process payments with QuickBooks Payments.

Let me know in your reply if you need further assistance managing your transactions. It’s always my pleasure to help you. Stay safe and have a good one!