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Why must I provide documents for my Payments account?

SOLVEDby QuickBooksQuickBooks Payments (Merchant Services)2Updated 2 weeks ago

Intuit's Payments team may request documents from you. Here's why we ask and how you should respond.

When you need to share more info

There are a few different situations in which Intuit may request supporting documents from you. Some examples are:

We notice unexpected activity on your account

When this happens, we may delay a deposit until we get some transaction documents from you, like an invoice and/or receipts. We'll email you specific instructions. Please respond as fast as possible, so we can complete our review quickly.

A review of your account shows missing or outdated information

We regularly review payment accounts to ensure that our records are up-to-date, accurate, and complete. If your account is due for an update, we'll write to request up-to-date financial statements.

Rest assured that Intuit values your privacy. We use the documents you shared to only verify the information and protect the interests of all parties involved in payment processing. Intuit is obligated to protect your business and your customers, while we manage our own risk along with different governmental and partner association requirements.

FAQ

The partner banks we work with require periodic reviews of all Payments accounts. Since it may have been a very long time since you provided us with financial information, we need to request current statements and other documents from time to time. This helps us stay compliant and also ensures that we are adjusting to your business needs.

If we've asked for documents about a transaction, we can usually complete our review within 2 business days. It can take your bank 1-2 business days to settle the funds in your account. This means it can take up to 3-4 business days to get your money. If you're beyond this time frame and still don't have your funds, there may be a hold, which may occur for several reasons.

The notice we send you has all the details about what we need from you and what to expect. From time to time, we may just say to give us a call so that we can better explain what is needed and why.

Your email should have all the details, but usually, for each transaction in question we want to know:

  • Customer name
  • Customer billing address
  • Customer primary telephone number
  • Has this customer purchased from you before? (If yes, how often)
  • A detailed description of items purchased
  • Delivery method (in person, by mail, other)

And one of the following:

  • Copy of the signed sales receipt
  • Copy of the manual card imprint
  • Proof of shipment or delivery

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