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We received an invoice from a customer on November 4th. A week later, the transaction had finally processed. The following week, we still had not received our funds, so we checked the status of our deposit. It said our funds were being withheld by QuickBooks. We never received an email or any form of communication about this, so we contacted support. Support was unable to assist us. By the end of that week, we finally had a case opened in the Resolution Center, to which we immediately submitted our documents. After another two weeks, we still have not received any sort of update from our case, although it is no longer appearing in the Resolution Center. We've contacted support via phone north of 10 times, chat about 14 times, and have still yet to receive any tangible form of assistance or communication as to what the update on the status of our funds is.
Today, December 2nd, we went in to try and refund the invoice to our customer so we could receive payment on a different platform and close our account, and QuickBooks won't even let us do that. We've contact support five times today alone and have yet to receive any help.
Is there a different phone number that we can use to contact support that can actually help or a process/solution that we are missing here?
We don't want you to be inconvenienced in any way. Please be assured that assisting you is our priority, @dmdigital.
Our Customer Support will usually ask for more information about the transaction that is currently on hold. After providing them with all the necessary documents, they’ll usually complete the review within 2 business days and release the fund immediately. Refer to this article for more information on why we hold your deposit: Why are my funds on hold?.
You can reach our QuickBooks Payments support through chat or by calling them directly. You can get their chat link or phone number through this article: Contact Payments or Point of Sale Support. They can also check on the payment's status and look into why it hasn't yet been placed into your account.
You can reach our Customer Support by going to the Help icon at the top right of the account. Follow the steps below:
You can check this article for more information about the different types of support we offer and their availability: QuickBooks Online Support.
I'm also adding this resource to know more about recording invoice payments: Record invoice payments in QuickBooks Online.
Let me know if you still have follow-up questions about customer payments or any other concerns. I'll be there to help in any way I can. Have a wonderful day!
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