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Senior Explorer **

I received a payment but I can't find an invoice for it.

A payment came through on my banking download for $150 from Intuit merchant services (IMS). The only time I use IMS is when I send a QBO invoice and the customer can pay online. So someone had to have clicked on an invoice to send me the money. However, the amount didn't come through as connected to an invoice, and there is no match for it, I have no outstanding invoices near that amount.

 

I did go onto the IMS website to secure more info about the transaction. I got the name of the payer, and with a little sleuthing I found a phone number, but the payer didn't call me back. The name doesn't show up anywhere in my customer list. 

 

I called IMS, they had nothing to offer. Apparently the invoice number or source of the transaction is not part of the transaction record. 

 

Can anyone shed some light on this? I plan to reverse the payment if I can't figure out what the payment was for. 

 

*IMS? Go Payment? Quickbooks Merchant Services? I can't figure out what it is really called, the service seems to have many names. 

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Best answer 05-26-2019

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Senior Explorer **

Re: I received a payment but I can't find an invoice for it.

I tried your procedure, but still neither the transaction nor the customer is there. If I can't reach the customer and shed some light on what this is about, I will reverse the charge in my merchant service account. 

Moderator

Re: I received a payment but I can't find an invoice for it.

Thanks for getting back to us, @Service.

 

I appreciate you following the steps provided by my colleagues on this thread. If you're still unable to verify the customer who sent the payment and wishes to reverse it, you can follow the steps provided by @Kristine Mae above or check out this article for additional information: Void or refund transactions in QuickBooks Payments.

 

That should do it. Please let me know how everything goes in the comment section. I'm always here if you need further assistance. Have a good one.
 

Moderator

Re: I received a payment but I can't find an invoice for it.

Hello, Service,

 

I know that your past interactions with our support team were difficult, but now that you have me on this matter, I will work with you to find a resolution.

 

With this said, I'll be looking for someone from QuickBooks Payment team to take a look on this to ensure this will be addressed. Since they are closed during weekends, you'll get a callback sometime next week.

 

If there's anything else I can help you with in managing your transactions, please know that I'm always here to further assist you. Take care.

11 Comments
QuickBooks Team

Re: I received a payment but I can't find an invoice for it.

Good job with reviewing your Merchant Services account to find more details, Service.

 

There are three possible reasons why you can't find a transaction to match the downloaded ones. These are:

  • Transaction is reconciled
  • Was entered using a different bank account
  • Was matched to another downloaded transaction

Since you can't find the invoice to match the payment, you can use the option in the Banking page to fix the discrepancy. This option is called Resolve | Difference.

 

You follow these steps to learn how to use it:

  1. On the Banking page, go to the For Review tab.
  2. Open the payment.
  3. Select the radio button for Find other records or Find match to open the Match transactions window.
  4. Filter the options in the Show drop-down arrow to easily find the invoice. You can also use the Search field to enter a specific text like Name, part of the name, or an amount.
  5. Toggle the Resolve | Difference button located in the lower right-hand corner. This will open the Add resolving transactions field so you can enter the CategoryAmount, and Payee of a resolving transaction until the difference is zero.
  6. Click Save.

To learn more about matching the transactions, you can refer to this article: Add and match downloaded banking transactions.

 

If you need more help, just let me know. Thanks.

Senior Explorer **

Re: I received a payment but I can't find an invoice for it.

As I mentioned in my OP:

1. The name is not in QBO.

2. The only way that I receive IMS payments is through invoicing, yet I have no invoice for that amount, both in the past or present, reconciled or not. 

3. I am not going to keep the money if I can't find a legitimate reason for it. In other word, I am not going to keep it by using an accounting trick. 

QuickBooks Team

Re: I received a payment but I can't find an invoice for it.

Thanks for the additional information, Service.

 

It could be the customer was inactivated. This could be the reason why you're unable to find them and the invoice as well. Let's go ahead and check it out. Here's how:

  1. Click Sales, then go to the Customers tab.
  2. Click the Gear icon above ACTION, then put a check mark in the Include inactive box.
  3. Look for the customer with a "deleted" status.
  4. If you're able to locate them, click to open the profile.
  5. Click Make Active

Once done, you can find the invoice and match it with the payment.

 

If you're still unable to find it, you can reverse the credit card payment. Here's how:

  1. Sign in to your Merchant Services account.
  2. Click Processing Tools, then choose Reverse a transaction.
  3. Enter any information you have to find the transactions you want to reverse.
  4. Click Search.
  5. Choose the transaction, then click Submit

Let us know if you have more questions. We'd be happy to help you out. 

Senior Explorer **

Re: I received a payment but I can't find an invoice for it.

I tried your procedure, but still neither the transaction nor the customer is there. If I can't reach the customer and shed some light on what this is about, I will reverse the charge in my merchant service account. 

Moderator

Re: I received a payment but I can't find an invoice for it.

Thanks for getting back to us, @Service.

 

I appreciate you following the steps provided by my colleagues on this thread. If you're still unable to verify the customer who sent the payment and wishes to reverse it, you can follow the steps provided by @Kristine Mae above or check out this article for additional information: Void or refund transactions in QuickBooks Payments.

 

That should do it. Please let me know how everything goes in the comment section. I'm always here if you need further assistance. Have a good one.
 

Senior Explorer **

Re: I received a payment but I can't find an invoice for it.

I did refund the funds via a credit card transaction reversal. I do think, though, that there should be a greater paper trail between QBO invoice payments online and Quickbook Payments, so that information about the invoice that was being paid ends up being entered into a field within the Quickbook Payments transaction. That would have helped me trace which invoice was being paid when I was researching the payment. 

QuickBooks Team

Re: I received a payment but I can't find an invoice for it.

Hello there, @Service.

 

I'll do take note with this and pass along the information here on my end. However for further assistance, you can always get in touch with QuickBooks Payments Support. For the support's contact information, you may check it here: Which Payments product do you need help with?.

 

On the other hand, you may also check this article for additional information about accepting credit card payments: Accepting credit card payments.

 

Let me know if you have any other QuickBooks or QuickBooks Payments questions, I'll be always here to help you. Have a great day ahead!

Senior Explorer **

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Senior Explorer **

Re: I received a payment but I can't find an invoice for it.

I finally spoke with the cardholder and she had no idea how the transaction occurred. The bottom line is that the cardholder didn't initiate the transaction, and neither did I. I have to wonder if there is a new type of fraud on the horizon.
Senior Explorer **

Re: I received a payment but I can't find an invoice for it.

Not to beat a dead horse, but I did speak to people at QBO as well as Intuit merchant services, and nobody really showed much interest in the issue.
Moderator

Re: I received a payment but I can't find an invoice for it.

Hello, Service,

 

I know that your past interactions with our support team were difficult, but now that you have me on this matter, I will work with you to find a resolution.

 

With this said, I'll be looking for someone from QuickBooks Payment team to take a look on this to ensure this will be addressed. Since they are closed during weekends, you'll get a callback sometime next week.

 

If there's anything else I can help you with in managing your transactions, please know that I'm always here to further assist you. Take care.

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