In QB Desktop, I processed a credit card transaction via the Sales Receipt function, but the screen glitched when I submitted the payment. Well, it ended up double-charging the client on that one sales receipt. After the client contacted me to say they saw two charges, I issued a refund directly in the Merchant Service Center platform since there was no transaction to reverse in QB for the duplicate charge (the original sales receipt showed just one payment).
Now when I go to the Record Merchant Service Deposits window in QB, the duplicate charge shows up in the "Add Online Payments" category with the generic "Quickbooks Customer" in the Customer field. It also shows up in my actual bank deposits on my bank statement. I can get this payment added to QB by creating an invoice assigned to the client, and then adding the payment to that invoice.
However, the credit I ran directly in the Service Center is just hanging out in the Pending tab of the Merchant Service Deposits window. I had another credit card charge for a different client process the same day as the refund. That charge and the refund are the exact same amount, so there was never actually a bank deposit or withdrawal since it was a zero-sum batch. However, it's been a month, and both of those transactions are still sitting in the "Pending" tab of the Merchant Service Deposits window.
So how do I fix all this? I need to process/record the duplicate CC charge and subsequent refund, and I need everything in my list of "Pending" CC transactions to process and clear out.
Thanks a lot for sharing the complete details of your concern, Steeler.
You processed the refund correctly.
Since the new charge and credit card refund you've created are still showing pending for a month, I suggest reaching out to our Merchant Services Team. They have the tools to look into your account on a secure server. They can check the status of the transactions and help you handle this concern.
Here's the link for the contact information: QuickBooks Merchant Services.
Check out this relevant article for the steps in recording a refund: Record a credit memo or refund in QuickBooks Desktop.
I'm here to assist if you have more questions about QuickBooks or Merchant Services. Have a good one.
I tried your solution. However, the Merchant Services team tells me it's a software issue, and the software team tells me it's a merchant services issue. Nobody will take responsibility or offer a solution. The only thing I've gotten is "it's not my problem, I'll transfer you." So they continually transfer me back and forth to each other.
What is the ACTUAL solution here?
You'll need to record the duplicate charge and the refund manually. Let me help you with the steps.
To record the charge:
To record the refund:
Once done, go back to Banking and then Record Merchant Service Deposit. You'll see the matched and recorded transactions under Ready To Record.
Feel free to read this article for more information: Record Merchant Service Deposits.
You might also want to check this article for future reference: Help articles for QuickBooks Desktop.
Reach out to us anytime here in the Community if you have other questions.
Hi Shiella - I followed your directions, but unfortunately there was no change. Both transactions are still sitting in "pending" status in the Record Merchant Service Deposits window.
Here's what I've actually had to do so far:
1. Create an invoice for the double charge.
2. Open the Merchant Service Deposits window, and go to the Add Online Payments tab. Then click Add Payment next to the duplicate charge, applying it to the invoice I created.
3. Open the Create Credit Memos window, fill it out, then click the "Use credit to give refund" to bring up the Issue a Refund screen. From there, I had to uncheck the "process credit card refund when saving" since the money had already been refunded.
4. Open the Record Deposits window and process the deposit for the original and duplicate charges.
At this point, when I open the Merchant Service Deposits window, both the refund and a different charge for a different client both still show up in pending even though both took place over a month ago.
In order to at least get these two old transactions off my Payments to be Deposited list, I re-opened the Record Deposits window and processed a $0 deposit for the refund and the charge to the other client.
So now I assume those two transactions will be listed in the Merchant Service Deposits as "pending" for the rest of eternity.
I appreciate the complete details of your concern. I want to ensure you're routed to the right support to fix this unexpected behavior between your Merchants account and QuickBooks.
Since the Community page is a public forum, I'd recommend contacting our Merchants Support Team. A specialist will be able to look up your account on a secured environment and check the payment status.
Here's how to contact us:
Also, to learn more about credit card processing, you may check these articles:
Let me know if you have other questions. I'm always here to help.
Thank you for your response, juVielL. However, as I said before, I've already tried that. I contacted the Merchant Services team and they told me it's a software problem. I talked with the software team and they told me it's a merchant services problem. I was bounced back and forth three times by members of each team for a total of six transfers. Absolutely no one accepted responsibility for the problem and actually tried to help me. EVERY SINGLE PERSON (SIX people) told me it's not their problem without even attempting to offer a solution. That tells me there's a serious breakdown in understanding the meaning of the word "service" within your customer service teams.