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barbarella77
Level 2

PayPal incorrect amounts are imported

Hello,

 

I've used the Paypal sync option (Paypal connected as a bank) for several years now. Never an issue. It always creates 2 entries:

1. Gross amount for my sales (1750 usd)

2. The transaction fee (-68.55 usd)

 

Now here is my issue. Starting September the sync created 2 entries:

1. Net amount for transaction (1681.44 usd)

2. Transaction fee (-68.55 usd)

This is causing an issue in my books as the invoices are no longer matched and the total amount of the sales is incorrect (1681.44 - 68.55).

 

Is anyone aware of any changed being made at Quickbooks or Paypal? Currently I've stopped syncing with Paypal as I need to exclude the entries and create them manually to reflect the correct amount. 

 

Any suggestions how to solve this?

 

Thank you!

 

Solved
Best answer September 21, 2020

Best Answers
barbarella77
Level 2

PayPal incorrect amounts are imported

Hi,

 

I've just checked my import and this issue has been resolved. I have not received any feedback from Quickbooks what so ever. So this must have been a bigger problem than they are willing to let us know. I hope the issue has been resolved for you as well. The only bad thing is, that it has only been resolved for new imports. I tried to import everything from the beginning of September, but the incorrect entries are still in there. So it looks like we will have to do those by manually.

 

Cheers,

View solution in original post

10 Comments
SarahannC
Moderator

PayPal incorrect amounts are imported

Hello there, barbarella77.

 

I'd like to share some information about the downloaded transactions from Paypal to QuickBooks.

 

I can see how important to keep transactions organized and making sure that the downloaded incorrect amount won't cause any issue in your book. However, it's important to match them. All downloaded transactions in QuickBooks depend on the bank. With that, I would suggest contacting the PayPal support team to help us figure out why there are two entries created in QuickBooks from Paypal and imported incorrect amounts.
 

As of now, we haven't received any information about QBO and Paypal changes. And yes, one thing we can do to correct the amount is to manually exclude the entries. You can read this article for the detailed steps of matching transactions: Review Bank Transactions after Download them into QuickBooks Online.

 

Also, you may want to check this article to gather more details about PayPal: PayPal FAQ.

 

Let me know if you have other concerns. I'm always here to assist you further. Stay safe and be well.

Fiat Lux - ASIA
Level 15

PayPal incorrect amounts are imported

@barbarella77 

You may need an importer tool to record both numbers as the workaround.

barbarella77
Level 2

PayPal incorrect amounts are imported

Thank you for your feedback. I've logged a call with Quickbooks as PayPal has had no changes and nothing has changed on my end. I've checked all the suggested links and no help. It looks like something is going wrong with Quickbooks own PayPal connector. Waiting for a reply from them.

 

Thank you,

ZackE
QuickBooks Team

PayPal incorrect amounts are imported

Thanks for following up with the Community, barbarella77.
 

I've checked our ongoing and solved investigations for any record of incorrect amounts being imported from PayPal. Currently, there isn't one for this problem.
 

Since you've already reached out to PayPal, I'd recommend contacting our Customer Care Team. They'll be able to pull up your account and review what's going on. If necessary, they can create a ticket for Intuit's Product Investigation Team to research further. In the event one's created, you'll be added to it so that you receive email notifications about its status.
 

Here's how to get in touch with them:

1. Click your Help (?) icon.
2. Select Contact Us.


You can review their support hours so you'll know when agents are available.
 

Please don't hesitate in sending a reply if there's any questions. I'll be here to help. Enjoy the rest of your day!

Aileen
Level 1

PayPal incorrect amounts are imported

That is not true.  We have a pending case dealing with the same issue, but have not received a solution.  As of Aug 21 2021, our sync did the exact same thing as you've described above (gross to net).  We have 100's of payments a month through Pay Pal which are matched with invoices and this is creating a huge headache.  Any practical advice would be appreciated.

ReyJohn_D
Moderator

PayPal incorrect amounts are imported

I recommend contacting our support team regarding this, @Aileen.

 

They can pull up your account in a secure environment and perform a viewing session to help fix this. You can follow the steps given by my peer ZackE above on how to get in touch with our support. If in case you're routed to the QB Assistant page, please follow the steps below:

 

  1. Type Contact Us and then select Talk to a human
  2. Tap the Never mind option, and then choose I still need a human. This time, click the Contact Us button.

  3. Enter your question or concern on the search box like "Need help in fixing incorect PayPal amounts imported to  QuickBooks Online, and then click Let's Talk.

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  4. Pick either Get a call or Start messaging option.
  5. Fill out the needed info, and then hit Confirm my call or Submit to continue.

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To ensure your concern gets addressed on time, please review our support hours guide.

 

Once everything looks fine, you may reconcile your account to make sure your entries match with your real-life bank and credit card statement. 

 

I'm always here to lend a hand if you have more questions about this or other QuickBooks concerns. Have a nice day.

barbarella77
Level 2

PayPal incorrect amounts are imported

Thank you for checking. I just called and the case was opened on 03 sept 2020. Still waiting for feedback, team is working on it according to the engineer. So just waiting for feedback. Will update the post once I receive a resolution.

barbarella77
Level 2

PayPal incorrect amounts are imported

Hi,

 

I've just checked my import and this issue has been resolved. I have not received any feedback from Quickbooks what so ever. So this must have been a bigger problem than they are willing to let us know. I hope the issue has been resolved for you as well. The only bad thing is, that it has only been resolved for new imports. I tried to import everything from the beginning of September, but the incorrect entries are still in there. So it looks like we will have to do those by manually.

 

Cheers,

View solution in original post

idrees
Level 1

PayPal incorrect amounts are imported

I've had this exact issue since November. QB customer service aren't interested, they're blaming PayPal however PayPal are saying nothing has changed on their end. Like others, we have hundreds of transactions per month so this is a huge issue for us. So much so that we're now looking to leave QB and use an alternative such as Xero/Sage Online. Disappointing.

Fiat Lux - ASIA
Level 15

PayPal incorrect amounts are imported

@idrees 

You may utilize a connector to reconcile PayPal transactions.

https:// synder.grsm.io/quickbooks

 

Otherwise, contact us should you need to purchase a 3rd party conversion service 8)

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