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biglocaldata
Level 1

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 October 15, 2018

Best Answers
sarsar
Level 3

ACH payment disposed after it was cleared

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!

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17 Comments
sarsar
Level 3

ACH payment disposed after it was cleared

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!

View solution in original post

mommamac
Level 1

ACH payment disposed after it was cleared

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.  

JimH2
Level 1

ACH payment disposed after it was cleared

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.

MariaAlmaT
QuickBooks Team

ACH payment disposed after it was cleared

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!

swilkerson
Level 2

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?

 

 

Anonymous
Not applicable

ACH payment disposed after it was cleared

goto xero.... much better

Trueguard
Level 1

ACH payment disposed after it was cleared

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!

RenjolynC
QuickBooks Team

ACH payment disposed after it was cleared

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.

foresthillscondo
Level 1

ACH payment disposed after it was cleared

Customer payment received nd deposited. Then 2 days later noticed it was removed from my bank account.Why???

Adrian_A
Moderator

ACH payment disposed after it was cleared

Your customer might have cancelled the transaction, foresthillscondo.

 

This is one of the possibility why the payment was removed from your bank account. You can reach out to them an verify this matter. 

 

If they didn't cancelled the payment, it would be best to reach out to our Merchant Support team. They can take a look at your account and investigate why the payment was removed. You can found their contact information under QuickBooks Online with Payments & Merchant Service Center through this link: Contact Payments Support.

 

Please let me know if you still need a help. I'm just right here.

ianjwhitmore
Level 1

ACH payment disposed after it was cleared

Quickbooks, this just happened to me, I need help with this immediately.

I had a payment listed as Authorized and then Disposed. 

AlcaeusF
Moderator

ACH payment disposed after it was cleared

Hello @ianjwhitmore,

 

Thank you for posting here in the Community. Let's get you over to the support to get this payment issue fixed.

 

I know that you need to get hold of someone for an urgent matter. However, the Community is a public forum, and the ability to check the payment is unavailable.

 

I'd suggest you proceed with using the chat feature. Our Support Team has access and tools unavailable to me so that your information is kept secure and private.

 

You can reach them through this page: Contact Payments or Point of Sale Support.

 

I've also attached an article you can use to resolve rejected ACH payments in QuickBooks: Fix rejected ACH payments or fees in QuickBooks Payments.

 

Please remember you can always share your issues and concerns related to Payments in this public space. The Community and I will be here to help you.

swilkerson
Level 2

ACH payment disposed after it was cleared

Unless something has changed in the last 2.5 years since I posted this problem, I wouldn't recommend taking ACH payments. My initial post was made after numerous attempts to get answers and have this issue resolved via QB support. No my customers did not stop payment, no the account numbers were not wrong, the process is broken and misleading, again, unless it's been fixed. At this point, it's safer just to have your client pay with their debit card if they want to use their bank funds. Fees are fees, that is the cost of doing business. It's a heck of a lot better than having customers walk out with merchandise or receiving a service for free because the ACH payment you thought you received never actually goes through. NONE of the payments we took from customers using this method worked. NONE of our internal tests with this method worked.

 

We were told by QB Support that the QB ACH process DOES NOT verify funds with the bank or check anything. Its simply a convenience and they do not take responsibility.

 

Not worth the risk.

dla0512
Level 1

ACH payment disposed after it was cleared

This happened to me last week. I thought the process for an ACH deposit was to allow QB time to "verify" funds are there. A lot of payments are not in person and with the changing times, many people, we never meet. I have paid my staff to begin a project I was paid for, and now I'm out of a big sum of money...plus a $10 fee. I can't believe this has not been fixed yet. The original post was nearly 3 years ago.

muenstermann
Level 3

ACH payment disposed after it was cleared

I agree. QBO and Merchant are extremely frustrating to deal with in situations like this. My client sent the funds in. Her bank said all of her info was accurate. She also had more than ample funds on her side to cover that and 100 more checks like it. But when trying to reach merchant for a response....ZIP! Their customer service is pathetic. Then I am stuck trying to manipulate the books to balance out the books correctly because Intuit and QBO do not automatically correct the difference. One would think 2 companies that are in the financial business would have a means of a automatic correction. But no, I have to finagle the system by adding a new invoice, creating a new deposit, and fulfilling that deposit with her new check. 

 

I guess they are so interested in collecting that $10 that they have decided to cut off all forms of HUMAN connection. I have no time for bots and ambiguous blogs that talk all around 800 different associated items on a simple task. NetSuite is sounding better every day. 

muenstermann
Level 3

ACH payment disposed after it was cleared

Amazing. I just attempted a E-Check on merchant. My client was next to me. Showed me the funds. Gave me the check and routing number. And now Merchant won't accept anything. They are both painful to deal with and have done zip for improvements over the last 5 years. You can't fix stupid.

 

swilkerson
Level 2

ACH payment disposed after it was cleared

SORRY TO HEAR SO MANY STORYS, DIFFERENT PEOPLE, SAME OUTCOME. I can't believe this is still an option on QB and that folks are still trying to use it! Can the charge back fees really be that profitable? Again, I say: "Quickbooks - Shame on you!"

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