---
title: How do I refund an account credit (positive customer balance)?
description: How to refund an account balance.
---
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July 23, 2026
# How do I refund an account credit (positive customer balance)?
## We refunded the customer to their High Trek account, but now we just want to give them their money back.
This is usually a rare occurance but below are the steps to refund customers from their account balance while keeping the accounting books accurate.
1\. Place a new order or modify the original order by adding an item and setting the amount to the amount of the account credit.
2\. Use the "on account" payment type to consume the available balance and to zero the account credit balance.
3\. Refund this to cash to reverse the temporary sale that you just created.
4\. Manually refund the customer's card through the CardPointe portal.
5\. Make a journal entry in quickbooks from undeposited funds to cc receivables to offset the transactions created in steps 3 & 4
We realize this is a little bit painful and we hope to have a better solution in the future. Fortunately, for most clients, it only happens a few times per year and takes about 5 minutes to complete these steips.
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