@cambreco thanks for the summary - yours was the only response that made sense.

I find the same issue - we cannot partial refund customers in Merchant Payments anymore. Only a full reversal is possible (take care also - it's not a clear process and it is easy to mistakenly refund your customer the whole transaction accidentally.)

This is a new issue. In the past it was easy to partial refund customers via Merchant Services. Simply find the transactions and edit a partial amount. It doesn't exist anymore - the full amount becomes grey/locked when you select the transaction.

I'm disappointed I can't even reach QBO on the phone about this and have only had user comments help here. (Square is pretty decent if you need an alternate processor! They don't have refund hassles like this.)