Cancellations & refunds

TruSync records cancellations and refunds as their own transactions in QuickBooks — it never edits or voids the original Sales Receipt or Invoice.

Why the original transaction stays untouched

The charge for an order already happened at the moment it was placed, so the original transaction is treated as complete and permanent. When an order is cancelled or refunded, TruSync creates a separate Refund Receipt dated on the cancellation or refund date, rather than voiding or modifying the original.

This matches how your payment processor actually handles it: a credit card batch includes both the original charge and the refund as two separate transactions, even when they net to zero. Voiding the original would leave QuickBooks out of step with what your processor’s batch actually shows.

Partial refunds

A partial refund — an item that didn’t ship, a shipping cost refund, or a general adjustment — also creates a Refund Receipt, for the partial amount.

How this shows up in Bank Deposits

Both sides of the transaction — the original charge and the refund — appear as separate line items in the relevant Bank Deposit, so the deposit matches what actually settles to your bank account.

FAQ

Will a cancelled order’s original Sales Receipt disappear from QuickBooks? No. It stays exactly as it was; the cancellation creates a separate Refund Receipt.

Does a full refund and a cancellation get treated the same way? Yes — both create a Refund Receipt rather than modifying the original transaction.

Why do I see two line items in my Bank Deposit for one cancelled order? That’s expected — the charge and the refund are two separate transactions in your processor’s batch, and both need to appear for the deposit to reconcile correctly.