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FAWE
Level 1

Request enhanced payroll refund

We switched payroll services and just missed canceling before the subscription renewal date.  We have not used the payroll service in this renewal cycle.  I would like to cancel the subscription and request a refund.  Please advise on how to do this?  Thank you!

Solved
Best answer October 22, 2020

Best Answers
MadelynC
QuickBooks Team

Request enhanced payroll refund

I can help you with canceling your payroll subscription, @FAWE


The best way to cancel your payroll service is directly in your QuickBooks Desktop company file, and there are only a few easy steps to do it. 


Before that, you’ll want to make sure to print necessary payroll reports, complete and process any outstanding annual or quarterly forms and outstanding tax deposits. This way, everything is settled. Then follow these steps below:

 

 

  1. Select the Employees menu, then select My Payroll Service.
  2. Go to Account/Billing Information.
    Capture.PNG
  3. Sign in using your Intuit account login and the Account Portal page will open.
  4. Select Cancel Service.
  5. Follow the on-screen steps to cancel it successfully.


Please know that once your service is canceled, you'll no longer be able to receive expert support for payroll-related issues, download payroll updates, process and print payroll tax forms including the direct deposit and QuickBooks Workforce.


Regarding refund, it depends on your plan. There are specific terms and conditions apply. These are the following:


For monthly plan

 

  • There's no fee to cancel.
  • You'll continue to have access to your service through the end of your current subscription period.
  • Your service will be terminated at the next auto-renew date.
  • There isn't an available refund for the current subscription period.

For the annual plan

 

  • You'll only receive a full refund if you cancel within 60 days from the signup. Refunds will be processed to the credit card that we have on file for you.

  • You’re unable to receive a prorated refund for the unused portion of your subscription.

  • You'll still have access to your service through the end of your current subscription period.

  • The service will be terminated at the next auto-renew date.


It would be best to contact our Customer Care team with this refund request. They can assist you further with this matter. They have tools that can process a return immediately once approved. Here’s how:

 

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help F1.
  3. Click Contact us.

I’ve added these resources for more information on the cancelation process and its policies.


Get back to me here if you have follow-up questions about canceling payroll subscription. I’m always around to help.

View solution in original post

6 Comments
MadelynC
QuickBooks Team

Request enhanced payroll refund

I can help you with canceling your payroll subscription, @FAWE


The best way to cancel your payroll service is directly in your QuickBooks Desktop company file, and there are only a few easy steps to do it. 


Before that, you’ll want to make sure to print necessary payroll reports, complete and process any outstanding annual or quarterly forms and outstanding tax deposits. This way, everything is settled. Then follow these steps below:

 

 

  1. Select the Employees menu, then select My Payroll Service.
  2. Go to Account/Billing Information.
    Capture.PNG
  3. Sign in using your Intuit account login and the Account Portal page will open.
  4. Select Cancel Service.
  5. Follow the on-screen steps to cancel it successfully.


Please know that once your service is canceled, you'll no longer be able to receive expert support for payroll-related issues, download payroll updates, process and print payroll tax forms including the direct deposit and QuickBooks Workforce.


Regarding refund, it depends on your plan. There are specific terms and conditions apply. These are the following:


For monthly plan

 

  • There's no fee to cancel.
  • You'll continue to have access to your service through the end of your current subscription period.
  • Your service will be terminated at the next auto-renew date.
  • There isn't an available refund for the current subscription period.

For the annual plan

 

  • You'll only receive a full refund if you cancel within 60 days from the signup. Refunds will be processed to the credit card that we have on file for you.

  • You’re unable to receive a prorated refund for the unused portion of your subscription.

  • You'll still have access to your service through the end of your current subscription period.

  • The service will be terminated at the next auto-renew date.


It would be best to contact our Customer Care team with this refund request. They can assist you further with this matter. They have tools that can process a return immediately once approved. Here’s how:

 

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help F1.
  3. Click Contact us.

I’ve added these resources for more information on the cancelation process and its policies.


Get back to me here if you have follow-up questions about canceling payroll subscription. I’m always around to help.

View solution in original post

elsie4
Level 1

Request enhanced payroll refund

My subscription auto renwed on sept. 1, the payroll files are corrupt, and your company wants to charge extortion rates to fix errors created by your product.  therefor your services no longer work, and will will be switching to a different payroll company and on the first of the year switching to a different account software.

how do I request a refund for the remaining 10 months that was prepaid?

MaryJoyD
QuickBooks Team

Request enhanced payroll refund

This is not the kind of experience we want you to have, @elsie4.

 

Customer Support is free of charge for 12 months after product registration. To know more about the issues that are free of charge and those who need personalized assistance from an Intuit Support Professional, you can check this article: Intuit QuickBooks Desktop & Point-of-Sale software support policies.

 

You'll need to reach our Customer Support to check your account and process a refund request in a safe and secure environment. 

You can follow the steps below on how to reach them:

  1. From your QuickBooks Desktop account, click the Help menu at the top.  
  2. Click the QuickBooks Desktop help 
  3. Provide some information about this concern on the search box.
  4. Click the Contact Us link at the bottom of the window. 
  5. You'll now be provided a few support options.  
  6. Select Get a call to arrange a callback from a support agent. Or Start a chat to chat with them directly.  

Here's the contact the QuickBooks Desktop Customer Support Team article for more information about this.

 

I'm always here if you have questions about the account and or anything else. Take care and have a great rest of the day!

elsie4
Level 1

Request enhanced payroll refund

That would be helpful if anything actually happened when clicking on that help topic.  Which is why i am here.  There is no number to contact, and getting actual useful helpful information is nearly impossible.

 

Joseph_A
QuickBooks Team

Request enhanced payroll refund

I'm glad to see you here in the Community, @elsie4.

 

You can actually post the specific issue you've encountered so that we can provide you a more specific solution.

 

You can also get in touch with our Quickbooks  Support Team through the application itself. Let me show you how:

  1. Log in to your company file, go to the Help menu then select QuickBooks Desktop Help.
  2. Click on Contact Us, then enter a brief description of the issue you've encountered.
  3. Choose among the options provided on how do you want to contact our support team:
  • Ask the Community – allows you to post your question broadly so that a variety of experts can answer.
  • Message an Agent – Allows you to chat directly with a support agent.
  • Talk to a Specialist – Arranges a callback from a support agent.

Make sure to check our support hours and contact us at your most convenient time.

 

The comment section is always open if you have additional questions. It's my pleasure to help you further. Have a great day.

Amebob
Level 1

Request enhanced payroll refund

I just cancelled my enhanced payroll subscription today.  The annual plan was auto renewed on 10/17/20.  When I called Intuit on 9/28/20 to put on a monthly plan because we were closing the business on 12/31/20, the agent told me that the refund would be prorated, so just let the auto renew go through.  Now after calling every phone number I could find, and having no luck because the machine tells you to chat online and then disconnects, I chatted with 8 different agents.  They kept sending me to another agent.  Finally, the last one just ended our conversation after not answering for 20+ minutes.  This is now way to run a company!!!  Never again will I subscribe or purchase your products!

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