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comet52
Level 1

Customer Service

I am trying to solve a problem with gopayments.  I added this recently to allow some non-QBO users to take payments in house on their phones.  I thought it was a "simple" solution to a problem.  However the sales tax doesn't work.

So I came to the community and spent time chatting back and forth here and eventually got pointed to a QBO helpchat from the company.  Spent more time on that and was directed to regular QBO support.  Contacted them and got told I have to go to merchant support. 

 

Merchant support started a chat with me about 2.5 hours ago, and the person responded extremely slowly, the conversation went on for over 2 hours while I mostly tried to work on other stuff while waiting and waiting.  They were extremely slow to answer, and couldn't seem to even begin to solve the issue.

At the end as I was answering a question from them, they just dropped off the chat and left!  

 

I have probably spent a good 5 hours trying to get this issue resolved and feel I am just being given a runaround by this company.  Is there any type of customer service supervisor or other way to get something resolved besides wasting this incredible amount of time?  I do have a business to run in case QBO didn't realize that.  Thanks.

5 Comments 5
TirzahC
QuickBooks Team

Customer Service

This is not the kind of experience that we want you to have, comet52.

 

I encourage you to contact our Merchant Services team. To make sure we can assist you in time, contact our payments team from Monday to Friday every 6:00 AM to 6:00 PM PST. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix.

 

In the meantime, I'm adding this article to answer the most commonly asked questions about QuickBooks Payments: FAQs: Need help with QuickBooks Payments?. It includes topics about funding status, managing payments account, and processing transactions, to name a few.

 

Stay in touch if you have any clarifications or questions. I’m always here ready to answer them for you. Have a good one.  

Fiat Lux - ASIA
Level 15

Customer Service

@comet52 

What kind of business do you run?

comet52
Level 1

Customer Service

My issue is the poor service from your Merchant Services team.  So you are saying, just contact them again?  I assume I can expect more hours of wasted time and failure to help with my issue then?  Not much of a solution!

comet52
Level 1

Customer Service

Ceramic tile manufacturing.

Fiat Lux - ASIA
Level 15

Customer Service

@comet52 

Another option, consider using mobile POS to accept order and payment.

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