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Multiple payments made for a single invoice paid by your customers through PayPal in QuickBooks Online

SOLVEDby QuickBooks58Updated over 1 year ago

There was a technical issue that occurred in QuickBooks Online between 9 and 10 March where multiple payments were made by your customer(s) for a single invoice. 

This means that your customers may have paid more than once for the same product or service if they paid the invoice through PayPal. 

On 16 March, we emailed the Primary Administrator of your QuickBooks account with information on which invoices were affected. 

We’re really sorry this happened. As an apology, we are refunding you all the PayPal fees for the impacted transactions as a gesture of goodwill for the inconvenience caused. Kindly refer to the email you have received from us to see the amount we will be crediting to your PayPal account.

What do I need to do now?

You can follow our help article which shows you how to refund a customer.

If you need any help, you can get in touch with our Support team. If you'd like to review the payments received between 9 and 10 March, reference the case number INV-68742 to your expert. 

We understand the inconvenience that this incident has had on our customers, and we’re working hard to make sure that this doesn’t happen again. 

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