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ACH payment disposed after it was cleared

I received a payment via ACH (Quickbooks Payments) and after 1 day it is marked as "cleared". I delivered the product and now 2 days later it says the payment is "disposed". The payment's status is "disputed".

The customer doesn't answer my emails, what should I do now?

Solved
Best answer 10-15-2018

Accepted Solutions
Community Contributor **

Good day biglocaldata, I want to make sure this is taken...

Good day biglocaldata,

I want to make sure this is taken care of.

In situations like this, I'd recommend calling our Merchant Services so they can take a look at your account and verify the transaction. They have extra tools that'll help them investigate this further and get to the bottom of this.

To get a hold of our Merchant Services, please refer to the link below: QuickBooks Merchant Services or QuickBooks Online support -- who should I contact for help? (Scroll down and go to the Contact QuickBooks Payments support at XXX to section).

If you have other questions about QuickBooks, feel free to visit the Community again, biglocaldata. Thanks!

8 Comments
Community Contributor **

Good day biglocaldata, I want to make sure this is taken...

Good day biglocaldata,

I want to make sure this is taken care of.

In situations like this, I'd recommend calling our Merchant Services so they can take a look at your account and verify the transaction. They have extra tools that'll help them investigate this further and get to the bottom of this.

To get a hold of our Merchant Services, please refer to the link below: QuickBooks Merchant Services or QuickBooks Online support -- who should I contact for help? (Scroll down and go to the Contact QuickBooks Payments support at XXX to section).

If you have other questions about QuickBooks, feel free to visit the Community again, biglocaldata. Thanks!

Active Member

Re: Good day biglocaldata, I want to make sure this is taken...

Most likely the customer typed in a wrong number when putting in their payment information.  Happened to me and the customer had typed in the wrong account/routing number for their bank account.  I wait for funds to hit my bank account before I believe that the payment has been completed on these ACH transactions.  

Established Member

Re: Good day biglocaldata, I want to make sure this is taken...

I had the same issue, and it was disposed 5 days after it was cleared and funded.  This makes me very leery of spending any of the money that I get through your site.  I had a very large bill that I had waited for this money to clear and then used the money to pay my bill.  After 5 days and it clearing my bank, I had assumed that it was good to use the money, but once it was pulled back out of my account I had to scramble to transfer monies around to avoid more fees than the $10 that your company charged me.  This seems wrong to me.  If there is question as to something not clearing then you should not fund the account.  To fund the payment then turn around and pull it back out is not fair to the person receiving the payments.  I will contact the same link below and be much more cautious about future payments that have cleared.

QuickBooks Team

Re: Good day biglocaldata, I want to make sure this is taken...

Hi there, @JimH2 and @mommamac.

 

Thanks for letting us know your experiences about this issue. You're on the right track to contact our QuickBooks Payments Team.

 

I want to ensure that you have the best resources for contacting our phone agents. They'll be able to pull up your account and gather sensitive information, while this is a public forum, and further investigate why the payments are disposed.

 

Make sure to visit the link provided by @sarsar to reach out support.

 

Additionally, I want you to know that your voice matters as I'm going to submit feedback based on this interaction. Feedback is sent to the Development Team for determining what features and systems to implement for users.

 

This information should help track the payment's status. Let me know how things go by leaving a comment below. I'm always here to help. Have a nice day!

Community Contributor *

Re: ACH payment disposed after it was cleared

OUR COMPANY WILL NO LONGER ACCEPT ACH/ELECTRONIC CHECK PAYMENTS. IT'S TOO RISKY...

______________________

I'm sure, as a merchant, you'd think twice about accepting this form of payment if QB posted a message stating that they are not guaranteeing payment for the ACH item that THEY authorized that they do not directly check the legitimacy of the payment, that if it is not valid you will be charged a penalty fee, and that this process is not disputable, hence, the funds will be removed from your account immediately.

______________________

MERCHANTS ARE NOT PROTECTED against the process or lack thereof that QB has for clearing this form of payment. Unlike credit card transactions, QB does not "clear" or "authorize" the funds for payment, they just make a "record" of it, per se. The account numbers aren't checked. The routing number isn't checked. The bank account is not checked for adequate funds.  Crazy.

 

Our story: We have not accepted checks for years just to avoid the NSF issues, etc.  Recently, we realized we could accept checks electronically through QB, so we thought, hmmm this would help us avoid the NSF issues and allow us to accept checks again - thinking that the QB approval system would reject the check if it's not good - WRONG!!  They approve all checks and ACH payments, if the payments are bad, account numbers input incorrectly, account is closed or whatsoever, QB APPROVES THE TRANSACTION WITH AN AUTHORIZATION NUMBER. This is very risky for business/Merchants once you know that this is how they work.

 

So by the time QB sends you an email to say that the payment didn't go through, the customer is long gone with your merchandise!  I called QB about this, as it originally looked like the Customer disputed the charge, but no, the Customer's BANK rejected the transaction. So what happens then? Nothing, I was told by a QB representative to "just invoice the customer again for the money".  This is not a viable solution once the customer is long gone with your merchandise. Actually, I was told that QB has no control over the issue and cannot be held liable. This is absolutely ridiculous.

 

While credit cards can be disputed as well, even legitimate transactions, at least merchants are given the option to respond to the dispute and fight back for the money. With ACH - you are out of luck. QB takes the funds back immediately, and washes their hands of the transaction.

 

---  QB Shame on you! ---  No thank you QB. --

 

I hope this post will help those that are trying to decide if they would use the ACH feature. I won't and you shouldn't. Too risky.  QB should remove the feature altogether or figure out how to make the ACH authorization process legit like supermarkets do. And IF they cannot, they should stipulate the risks involved.

 

We have been loyal QB uses for over 15 years. I have found it increasingly hard to remain with them. The monthly fees go up for everyone when they need to boost income as they give zero credit to loyal merchants. Maybe this is why so many merchants are moving on... So not sure why WE'RE still here... Definitely looking to make a move. Any suggestions?

 

 

Experienced Member

Re: ACH payment disposed after it was cleared

goto xero.... much better

Experienced Member

Re: Good day biglocaldata, I want to make sure this is taken...

There is no one to contact what number should i call?  I have a charge that showed cleared and then disposed with no notice.  Who can help me get to the bottom of this?  Help!

QuickBooks Team

Re: Good day biglocaldata, I want to make sure this is taken...

I'd like to direct you to the support who can help resolve your concern, Trueguard.

 

To get our Merchant Services contact information, you can open this article: https://community.intuit.com/browse/payments-contact-us.

 

Feel free to visit us if there's anything else you need. Thanks.