Thanks for getting back to us, @Bpkeeper.
Processing a refund check to a customer in QuickBooks Desktop (QBDT) should remove the negative balance (overpayment) in their account.
Since the same thing happens after checking the customer's profile and performing the verify and rebuild utility tool, I highly suggest contacting our Phone Support team. They're able to pull up your account using their screen-sharing (remote access) tool and further investigate this odd behavior. They can also try other troubleshooting steps that fix this for you.
Here's how to reach them:
- Open QBDT and to go the Help menu at the top to get to the QuickBooks Desktop Help.
- Select Contact Us at the bottom to connect with our live support.
Just in case, I'll add this article for future reference: Give your customer a credit or refund in QuickBooks Desktop for Windows.
Please know that I'm only a few clicks away if you have any other issues or concerns. I want to make sure everything is taken care of for you. Have a great weekend!
