A customer paid the same invoice. Both checks were deposited and now it shows a credit on QB. If I am unable to refund the customer, how do I get rid of the credit?

We can write off the customer's overpayment in QuickBooks Online (QBO), @wilfried. This process ensures that the credit balance does not linger in your accounts, accurately reflecting your financial position.

To offset the amount because of the overpayment, we can create a Journal entry in QuickBooks. Before doing so, I recommend asking for additional guidance from your accountant to ensure you'll record everything accurately. When ready, refer to these steps:

1. Navigate to the +New menu, then Journal entry.
   
   
2. On the first row, select Accounts Receivable in the ACCOUNT column.
3. Enter the overpayment account in Debit and select the name of the customer under the Name column.
4. In the second row, select the offset account (usually an expense account) and enter the amount under the Credit column.
5. Once done, select Save and Close.
6. Next, click the +New button, then Receive payment.
7. Select the name of the customer on the Customer drop-down.
8. In the Outstanding Transactions section, check the box beside the journal entry.
9. Then, in the Credits section, check the box for the overpayment.
10. When ready, click Save and close.

For reference, feel free to read this article: Write off customer and vendor balances. Please know that this is for QuickBooks Desktop (QBDT), but the steps are still applicable to QBO.

On top of that, QuickBooks offers offers various reports that you can generate to view a snapshot of your business.

To further enhance your QuickBooks experience, our QuickBooks Live Expert Assisted team can guide you on best practices for managing invoices and payments effectively.

If you have other concerns managing your customer's transactions, please leave a comment below. I'd be glad to provide additional help to ensure you achieve your goal. Have a good one.