Customers says they paid twice oline

Hello branbice,

Welcome aboard to the Community. I'm here to provide help with any questions you may have regarding customer payments.

Let me start by asking a few questions about your concern. Did the customer want a refund or a credit to the next invoice? Were you able to verify the payment?

You can go to the Merchant Service Center to determine if your customers overpaid the invoices. I'm adding the detailed steps on how you can access this screen within QuickBooks Online:

1. Sign in to your QuickBooks Online company file.
2. Click the Gear icon.
3. Select Account and Settings.
4. Select Payments.
5. Choose Manage Details.

You can also let your customer review their bank statement to determine if it's charged twice. If you're unable to locate any duplicates, please give us a call.

Our Phone Support Specialists from QuickBooks Payments will need to check the payment and perform the necessary action.

Once you've verified the overpayment and the customer wants a refund, I'm adding the article I recommend on this:

Refund customers for overpayments.

Any additional information you can provide will help to ensure a timely solution. I'll be on a look out for your response.

I have QBSE online.  My customer says that she paid twice on the same day... 4 pm and 9 pm has 2 receipts.  I only have one entry on my transaction report. I tried to call the Merchant group yesterday and was on hold for an hour...and my phone finally died.  :(    I kept pressing F1 as the recorded message ask me to..and I get nothing.  I want to chat with someone but when I hit help in transactions .....all I get is this,  

I am showing on my transactions only one payment....I want to chat with someone....on how to see if there is another payment somewhere and be able to explain it to the customer.   

Hello,  @mrsrampani.

I understand the impact of any delay in resolving this ongoing issue with the double charge on your customer's credit card. This has affected some of the credit card payments processed between 3 PM 9/13 and 3 PM 9/14. Currently, our Payments Tech is working on resolving this on-going issue. 

I'd suggest contacting our Merchant Services Care Team so you'd be added to the affected user's list.  Just provide your full name, email address, and this investigation number: INV-50348. Also, they can add you to the  Here's how to reach out to them:

1. Go to Contact Payments Support.
2. Get the phone number from your chosen QuickBooks Online with Payments & Merchant Service Center.

I appreciate your patience as we are trying to resolve this issue. The Community will always have your back if you need anything else in running your business in QuickBooks Online.

the link you send isn't any good.   I finally got to talk to someone in Merchants.   I am speaking to Mark.... the first person that could really help.!!

Can you share the solution? I have same issue; 3 customers say that they paid twice on 9/14/20 although I see only one charge on my end. 

I'll share details about your question about the duplicate payments, comfile.

Similar to what has already been shared in the previous responses, the issue is already being worked on by our engineers. Also, the duplicate transaction is only visible on the customer's bank accounts, which is why you can only see one charge on your end. 

Rest assured that all duplicate transactions will be reversed automatically by the system. According to the latest update, refunds will be posted back to their account within 1 to 3 business days. 

You'll also want to run the Invoices and Received Payments report in QuickBooks Online. This will basically give you the list of all invoices and the payments that are applied to them. Just go to the Reports menu type in Invoices and Received Payments in the Search bar. 

The Community is always here if you need anything else.

Some of my customers already disputed transactions. Then what happens? Do they get money back from disputed request and then refund from you?

The same thing has happened to one of my clients when paying with Visa on 9/14 for a $51,000 invoice. Now their credit card is frozen and they are over their limit because of Quickbook’s snafu. I have been told via email by Meg in customer support that al, the charges will be reversed tonight.

This better not take 1-3 business days to resolve. That would mean my clients credit card will be frozen until this Monday, September 21. If that happens, I am out of business. She will cancel her orders. Why so long to do an electronic refund? You took the extra money within seconds, so you should be able to reverse it.