I would agree with you that you are having issues matching the deposits due to reinstalling the app.  I didn't do that as I didn't think it would help - I'm now glad I didn't!  

On Monday I was told that it should go back to normal as well. 

That reply really doesn't make much sense at all.

"As of the moment you can do the thing that we have done so that we can continue to do business." is a particular highlight.

As an aside, the customer who chased up invoices today told me that they in turn used Quickbooks and were having issues with their invoices getting through so are moving to Xero!

Quickbooks seriously need to up their game.  This whole thread encapsulates just exactly how far off the mark they are.

So, I just received an email from Sally for the first time in a few days. She’s claiming the issue is now resolved. If it is, that’s news to me!?!?

“Dear David,

Sincere apologies for the delay in my response.

After escalating this case to a colleague, I did not receive your emails and as you requested me to call you back, the case was then reassigned back to myself. 

I can see that the issue has now been resolved and so will close this case.


Take Care, and Kind Regards“

I replied straight back asking her not to close the case, as my issues are certainly not resolved. However, the email just bounced back due to no open case. 

invoices are still showing incorrectly overdue. Gocardless transactions not matching in banking screen. 

Is there a complaints process I can follow regarding this case being closed when it shouldn’t have been? 

@Ashleigh1 @LeizylM @Mich_S @GeorgiaC 

I was promised an email followup myself by the person I spoke to on Tuesday and Wednesday this week but I haven't receiving anything.

There again receiving emails from quickbooks as we know is an issue...

I've had no answer as to how I raise a complaint.  I've had no answer as to why this change has been made. 

Please can someone even acknowledge that they understand the issues that we are experiencing?

This has been going on all week and here I am at 8pm on a Friday night complaining about it.   

Hi there, @DClelland and SEdmunds.

Since you both still experiencing the issue, I'd recommend getting in touch with our Customer Support Team. This way, they can pull up your account in a secure environment and check the main cause of the problem.

Here's how:

1. Go to the Help menu.
2. Click Talk to a human.
3. Enter your concern.
4. Choose either Start a Call or Chat.

Moreover, here are some of our help articles you can open to know more about GoCardless:

• Set up a customer with Direct Debit (Go Cardless)
• Import mandates for GoCardless

Please know that you can always get back to us if you have other questions. We're always here to help.

I can see how difficult it has been. DClelland, SEdmunds. 

I'm here to provide you with some updates about the issue that you both have with your customer payments.

It shows here that there's an open case for this issue, and our experts are doing the best that they can to investigate why this is happening. You'll also receive an email notification about it.

For the time being, I recommend visiting this link to learn more about our product enhancements: UK Blog. 

Lastly, you can check out this website: GoCardless Guide. It contains more details about using the application in QBO, managing mandates, scheduling a direct debit, and reconciling with your bank. 

Let me know if you have other questions about  processing payments in QuickBooks. I'm always ready to help. 

@Maybelle_S thanks but i spent around the equivalent of a full working day last week dealing with this. Countless calls were made to your support team, none of them have a clue about Gocardless. I’m not spending anymore time calling again, sorry 

@AbegailS_ @The first link you posted has noting relevant to the issue. The second link is not working at all for me. 

so you seem to be telling us that there is an open case regarding this fault, is that right? 

earlier in this post, your colleagues are claiming that nothing is wrong and this is the new process.

which one is it? 

This isn't the kind of service we want you to experience and we want to get you back into business, DClelland.

I'll take note of your feedback when reaching out to us so it properly addresses our management team. I've checked here on our end and there's no reported case about Gocardless recurring direct debit payments that incorrectly show overdue. In this case, it would be best to get in touch with GoCardless support. You can visit the app center and navigate the Support tab to learn how you can connect with them. Here's how:

1. Log on to Apps.intuit.com.
2. Search and select the GoCardless app.
3. Click on the Support tab.

For more information about Intuit & Partner support, check this out: UK App support.

If you need to take care of other things in QuickBooks, I'm with you every step of the way. Just leave a comment below and I'll get back to you. Take care always.

Are you even reading our messages?

You can see that we have repeatedly called support and we have got nowhere, in  DClelland's case I would suggest that support has actively made things worse so the GoCardless deposits haven't been matching.

I am waiting a response about this issue myself and have received nothing.  

How can it possibly make sense that EVERY GOCARDLESS PAID INVOICE BECOMES OVERDUE AT THE DUE DATE FOR THE FOLLOWING WEEK UNTIL THE ACTUAL BANK DEPOSIT IS MADE?  Why can't you answer this simple question?  

Can you not understand that that we are utterly frustrated by a process change that has taken place that makes no sense and the support we have or haven't received repeatedly during this week that has meant so much time spent on this matter rather than actually working?   

Finally,  are you seriously suggesting that we get in touch with GoCardless support for an issue entirely within QuickBooks?  

Once again, how do we raise a complaint about this utter shambles?

Any reply to our questions QuickBooks?

@RCV @AbegailS_ @Maybelle_S @Ashleigh1 

Can we have a reply please?

some of your staff are saying this is a new process? 

other staff are saying this is a problem under investigation? 

which one is it please? 

Hello, DClelland.

We know how important it is to ensure that your entries are marked properly in accordance to when they are paid. I appreciate your time in keeping us in the loop regarding the overdue invoices. 

In your current case, I would like to clarify some details about what my colleague had mentioned above. 

To clear up some confusion, my colleague, AbegailS, is referring to a case number (not an investigation), and as we checked its status, it has been escalated. Someone from the team will email you once we have new information about the overdue invoice issue. 

With regard to the issue about the overdue invoices, we don't have a clear picture (we're waiting for new information as we speak). Although, this might be caused by the payments issue as mentioned before by GeorgiaC. 

As everything becomes clear, we will role out an investigation number in regards to the overdue invoices if needed. This is where we'll also provide you with details and possible fixes whenever available. 

In the meantime, you'll want to continue managing those invoices manually as pointed in your previous response. 

If you'd also like to see your current sales and inventory stock, you can run a few reports to do this. We have an article to help you run those reports: Use reports to see your sales and stock status. 

I'm all ears if you have any other concerns about your customer entries or payments. If you do have any other questions, let me know by replying below. I'll get back to you to address them. 

@jamespaul @Thanks for the detailed response.

So just to be clear, you are now confirming that the late invoice issue is a problem Quickbooks are investigating?

Despite us being told on numerous occasions, both in this thread and on the phone, that it is the new process and nothing is wrong. 

A quote from one of your colleagues earlier in this thread:

“Hello DClelland, So the timing for the invoices to be marked as paid has changed in QuickBooks. Now, both the payment and deposit are recorded when the money is paid into your bank from GoCardless.“

Please clarify.

Hi DClelland, the issue with invoices appearing as overdue is not currently under investigation. Any invoices due around the change and generated prior (rolled out to accounts between 11th - 14th July) may show as overdue and can be self-resolved by manually recording the deposit payment and matching this to the bank transaction. Any recurring invoices created in QuickBooks after the rollout period should follow the automated process. If you're not finding this to be the case, please escalate via our chat support so that we can take the required account information. 

So I shall go back to my original query which has been repeatedly ignored.

How can it possibly make sense that EVERY GOCARDLESS PAID INVOICE BECOMES OVERDUE AT THE DUE DATE FOR THE FOLLOWING WEEK UNTIL THE ACTUAL BANK DEPOSIT IS MADE?

This wasn't the case the until the process change.  Why have you made the system worse?  

Hi SEdmunds, if your invoices are continuing to appear as overdue please follow the link above to report this to support, as only invoices generated during the change may show as overdue.

They are marked as overdue because that's how the system now works as per the new system help (which is alongside the old system help still).

So once more, 

How can it possibly make sense that EVERY GOCARDLESS PAID INVOICE BECOMES OVERDUE AT THE DUE DATE FOR THE FOLLOWING WEEK UNTIL THE ACTUAL BANK DEPOSIT IS MADE?

This wasn't the case the until the process change. Why have you made the system worse?

I've just had a colleague question me that an invoice is overdue so should they be helping that customer.

System changes are meant to improve things, not make things worse and add confusion.  

Hi @GeorgiaC ,

You said: "Any invoices due around the change and generated prior (rolled out to accounts between 11th - 14th July) may show as overdue and can be self-resolved by manually recording the deposit payment and matching this to the bank transaction. Any recurring invoices created in QuickBooks after the rollout period should follow the automated process."

I have checked my account and I can confirm that I have several recurring invoices generated after the 14th of July, and these invoices are still showing the fault. They are showing overdue. So the fault is certainly not fixed at my end.

Furthermore, I'm still receiving conflicting information from Quickbooks support staff. Earlier today on this thread, @jamespaul said:

"Someone from the team will email you once we have new information about the overdue invoice issue. 

With regard to the issue about the overdue invoices, we don't have a clear picture (we're waiting for new information as we speak). Although, this might be caused by the payments issue as mentioned before by GeorgiaC. 

As everything becomes clear, we will role out an investigation number in regards to the overdue invoices if needed. This is where we'll also provide you with details and possible fixes whenever available."

A little while later, @GeorgiaC  said:

"the issue with invoices appearing as overdue is not currently under investigation"

2 totally conflicting answers to our issue. Can someone please confirm what's going on here? Is there an investigation or isn't there? Is this the new process or isn't it. 

The investigation referred to in the initial post was opened and closed on the 18th July and was relating to and issue where we were unable to collect payments via direct debit (INV-74623 -QBO UK customers are unable to collect payments using GoCardless) . This is separate to the update, and is now working as designed and all payments should be processed as usual. All invoices will show as open until the due date has passed, at this point they will then show as overdue until the payment is processed. Upon receiving confirmation from GC that the payment has been paid into the merchant account, the payment record will be created in QB. New invoices should not have any issue, and so we'd recommend escalating via our chat channel if this is not resolved for you. 

@GeorgiaC 

Please, please, please answer my question then.

How can it possibly make sense that EVERY GOCARDLESS PAID INVOICE BECOMES OVERDUE AT THE DUE DATE FOR THE FOLLOWING WEEK UNTIL THE ACTUAL BANK DEPOSIT IS MADE?

This wasn't the case the until the process change. Why have you made the system worse?

I hear your sentiments about GoCardless paid invoices showing incorrectly overdue in QuickBooks Online, @SEdmunds.

I'd like to provide some clarifications about the payment process.

The processing time for payments made using GoCardless direct debit can take up to 5 to 6 business days. Once the payment is received in your bank account QBO will mark the invoice as Paid.

Here's an article you can check about GoCardless Frequently asked questions: Learn more about GoCardless direct debit for QuickBooks.

Fill me in if you have other queries about customer payments or QuickBooks. The Community is available 24/7 for assistance. Keep safe.

@Mich_S  Please will you actually answer my question, rather than what you perceive my question to be.

That link has been posted so many times before and still states:

"What happens after I save an invoice with the Schedule direct debit option?
Direct debit starts processing on the invoice's due date. At this point, you should see your invoice marked as paid and the invoice payment is now on your Undeposited Funds account."

This is how it has worked for years, this was a GOOD THING.  Your invoices didn't go OVERDUE for 5 to 6 business days.

The link also states :

"What happens when I schedule a direct debit payment and the invoice is still open. When will it be marked as paid?
The invoice is marked as paid after the payment has been received into your bank account."

Which is now how it works.  This is BAD THING.  The invoices now go OVERDUE for 5 to 6 business days.

So, I shall ask again.  Why was this change made?  Who thought that this was a good idea?  Why were we not told of this change before it happened?  Why have you made a change that affects some of the businesses' headline sales figures - i.e. how much of our sales value is overdue?  Why is it now more difficult to find the actual invoices I need to chase?  Why have the team on here posted invalid links, irrelevant links, asking us to go to gocardless for help and to the app developers web site?  

This is such a frustrating experience.

@Mich_S @GeorgiaC @jamespaul @RCV 

Any answer to my questions please?

Just an update from my end:

Gocardless support have reviewed the info in this thread and said the following:

"Thanks for getting back to me with the invoice numbers. 
 
I totally get that showing invoices as "overdue" won't be the right thing to show on Quickbooks when they are in the process of collection. 
 
I've checked these invoices (2666, 2667 and 2668) and found that they are already submitted to the bank for collection on 29.07.22 and will be paid out to you on 02.08.22. As per the latest changes in Quickbooks, it should be marked as paid on 02.08.22. 
 
I've raised it with the Quickbooks Support team as well and I would update you as soon as I hear from them. I hope this helps. If you have more questions, please do not hesitate to contact me!
 
Kind regards,
Sarbjeet"