This issue relates to i21 Help Desk ticket. Click the link below to go to Help Desk ticket.

HDTN-221761 - Balance due on acct w/ Refunded credit

Steps to replicate: 

Create a Customer Prepayment.

1. Sales > Activities > Invoices 
2. Click New to open new Invoice screen.
3. In the header,
   1. Set Type field to Customer Prepayment
   2. Select customer in the Customer field
4. In the grid area, 
   1. Prepay Type field select a prepay type. Options to select from are: Standard, Unit and Percentage. For this illustration, let's select Standard.
   2. Type in a description in the Description field, ex. Prepayment.
   3. Quantity field is defaulted to 1. Leave it as is.
   4. Type in the amount of the Prepayment in the Price field, ex. 100.00
5. Click Pay to receive this Customer Prepayment.
6. Create Cash Refund to return customer's prepayment.
7. Sales > Activities > Invoices
8. Click New to open new Invoice screen
9. In the header > Details tab,
   1. Set Type field to Cash Refund
   2. Select customer in the Customer field
10. Click on Prepaids and Credit Memos tab, select the Customer Prepayment transaction you would like to refund the customer by clicking Apply button. 
11. Then Post. 

Issue: 

When issuing credit Refund it looks like the customer has an addition Credit on their account instead of zeroing out the credit

Accepted: 

Cash refund balance should be 0