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A refund must be processed off the original deposit or payment line item, and there must be enough funds remaining in that same allocation (case vs. unallocated) to cover the refund amount.
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For example, if you're refunding $500, there needs to be at least $500 still sitting in the same allocation the original deposit was made to. If not, MyCase blocks the refund to prevent the related trust allocation from going negative.
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To fix it: locate the original payment/deposit, confirm its allocation, verify enough funds remain in that allocation, and refund from that same line item.

When a Request for Funds is created, it carries its own deposit account, and allocation. A deposit can only be applied to that request if the deposit is recorded with a matching bank account, and allocation. If the dropdown to “apply to” a request isn’t showing the request you expect, check that the deposit’s account or allocation (case or unallocated) matches the original request's details.

Navigate to the contact > their billing tab > requested funds > find the line item > read under the "Allocated To" column.

There are two common causes:
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​1. A duplicate offline payment was recorded instead of paying the invoice from trust. Instead of recording the invoice payment "From Trust Account" using the available retainer balance, a duplicative offline payment was recorded on top of it. To fix: delete the duplicate offline payment, then go to the invoice → Record Payment → select the "From Trust Account" tab. This will reduce the available retainer balance.
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​2. Invoice payments were taken directly into trust instead of being requested and collected through Request Funds. This will skew case billing totals and the Case Revenue report until it's corrected, so it's worth fixing promptly. To correct it, if offline: delete the invoice payment into trust. If online: offline refund the invoice payment into trust. Then, record an offline deposit into the contact's transaction history.

If you have since earned these funds, you can represent a transfer to Operating by going to the contact > their billing tab > transaction history > withdraw from trust > click the hyperlink to transfer to operating amongst the flow.

Please reach out to support for any additional clarity you may need on corrective trust actions.

If you choose to display the trust history/summary on the invoice itself, it will show the client's entire trust balance — it won't isolate just the amount allocated to the related case.

If any actions have been taken at the contact level in the transaction history since the invoice was created, click "Refresh Account Histories" on the invoice to pull in the most up-to-date data.

These two reports answer different questions and are easy to compare incorrectly:

When an eCheck payment into trust is later rejected or fails, MyCase does not automatically reverse the deposit. You’ll need to record an offline refund to reconcile the trust balance manually once you’ve confirmed the payment failed.

Confirm each of the following:

If all of the above check out and the error persists, this may indicate a bug rather than a data or configuration issue — contact support for further investigation.

No. QuickBooks sync only applies going forward from when it’s enabled. Trust deposits and withdrawals recorded before sync was turned on cannot be backfilled or retroactively synced.