Invoice looks like it gets paid twice on a credit card and then credited twice. what's going on

Hi kyrani-kyranikan.

Receiving payment from your clients is a key part of any business and making sure those payments go through is crucial. I'd be happy to help you with getting these payments put through.

When a customer gets an error message when trying to make a payment the amount would instead go back to the credit card as the payment didn't go through. This can happen for a few reasons such as their bank is blocking the charge or your bank deposit information isn't correct in your account and causing it to not go through. If you have QuickBooks Online Payments I recommend checking the banking information is correct on your payments by following these steps:

1. Log in to your QuickBooks Payments account.
2. From the menu, select Account, then Account Profile.
3. Go to the Deposit Account Information section, then select Edit (or Add if you haven't added an account yet).
4. Select how you want to receive the code (text or voice call).
5. Enter the code in the pop-up window.
6. Enter the Account Type, Routing/ABA Number and Account Number, then select Submit.

Once updated you can try the payment again to see if it works. I also suggest that the client contacts their bank to see if they are blocking the charge from going through.

If you have any questions let us know and we'd be happy to help.

this isn't the issue.  My client said her bank is approving the  charge on her end but that quick books is rejecting it.

Hi kyrani-kyranikan.

If your using QuickBooks Payments the reason it could be rejected is the bank information for your QuickBooks Online Payments is incorrect. I recommend following the steps provided to make sure it's correct.

If everything is correct please reach out to our support team so they can pull up your account and take a look as to why it's being denied. You can reach them using one of the following methods.

Schedule a Callback or start a Chat: click (?)Help in the upper right in QuickBooks Online > type and enter "Contact support" into the QB Assistant > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook, Twitter, and Instagram.
Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

Have a great day!