Issue, our customers are being double charged. We need assistance as soon as possible.

Hello, @gml1880.

I'm here to help you resolved the double charges your customers received.

Just to clarify, are you referring to the invoice payments that your customer sent through QuickBooks Payments? If yes, you can log in to your Merchants Service Center to help verify the double charge. Any payments processed, including double charges, should reflect together with the transaction id.

Here's how:

1. Sign in to the Merchant Service Center.
2. From the Activity & Reports menu, select Transactions.
3. Choose the Show advanced options, which allows you to do a more specific search using information like transaction ID and expiration date of the card.
4. Select Search.
5. Choose the Transaction ID to display a detailed view of a transaction. 

Once verified, if it only shows a single transaction, I suggest contacting our Merchant Services Care Team. This way, they'll be able to verify the issue regarding the double charge. Here's how to reach out to them:

1. Go to https://community.intuit.com/browse/payments-contact-us.
2. Get the phone number from your chosen Payment product.

The Community will always have your back if you need anything else in running your business in QuickBooks Online. Wishing you and your business continued success. 

I also have a customer who's been double charged.  The 2nd charge doesn't show in my history, so I can't take care of it for them.  And the links you provide to address this do not work.  I find the lack of customer service here, and the amount of time needed to rectify this issue (that is coming from your end) to be unacceptable.  I also chatted online with a rep from QuickBooks this morning to take care of this, and felt like I was chasing my tail; link didn't work, solution was to log in, and go this route, when I'd already spent time with an "expert" in chat...frustrating!!!

Thank you for voicing your concerns, @Thisistakingtoolong. 

This is a known error in the system that our engineering team is aware of. Our team is actively working to get this resolved. We will post updates to let you know once this has been fixed. 

Please do let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care and thank you for your continued patience. 

I've also had several customers notify me today that their bank accounts show double payments but I only see one payment on my side.  Hopefully this is rectified soon.

I need help urgently.  2 of my customers got double charged.  I only see one transition on each of their cards

I am also now having the same issue. Clients are being double charged but merchant services only show one transaction. I asked clients to see if both transactions actually post and both the transactions did post. They've emailed me images of their account activity as proof. What is going on and what can we do to have this resolved fast? What can we tell our customers? Should we reverse the only transaction appearing in merchant services and hope we get funded?

Our customers were also double charged on Sept 14, 2020. Please let us know how you intend to resolve the doubel charges. ASAP.

Hi All,

I appreciate you for joining the thread here in the Community. Let me share some updates about the duplicate charges.

We recently opened an investigation about this problem, and our product team is already working to resolve this issue. All extra charges and other fees will automatically fall off on its own.
 
While they perform the reversing process, please avoid making any refunds to your customers. The lead time for these funds to go back should be 1-3 business days.

For now, I recommend affected users to contact our Customer Support Team to add your account to the notification list and receive updates via email.

Here's how to reach them: 

1. Go to Help at the top menu, then select Contact Us.
2. Enter the error message in the What can we help you with? field.
3. Click Let's talk.
4. In the Choose a way to connect with us page, select either Email us or Get a callback.

I've also included some articles for more ideas about the Merchant Service Center, like processing payments from customers:

• Access and manage your QuickBooks Payments account
• Take and process payments with QuickBooks Payments

Drop me a comment below if you have any other questions. I'll be happy to help you some more.

I followed your instructions and received a call back. However, the call was an automated message that directed me to the website and then hung up. It's a circle of unhelpfulness. I did not actually give or receive any useful information. I have no way of knowing the Customer Support Team handing this issue has added me to the notification list.

We've Got it too.  Absolutely unacceptable.  

I had the same issue, i navigated the chat jungle and finally got a human.  they told me it was a known issue.  Im not sure why they didn't contact us if they knew about the issue but they filed my info for investigation.  Meanwhile a customer is out $1000.00 and they blame us.  This is a serious problem.

your link to merchant services help "has moved" its a bad link.  This kind of mistake is why people are so mad right now.  Do your job!

How will we know when this issue has been resolved? Is there a projected time frame? We are holding off processing payments this way to avoid this issue.

I understand the impact of any delay in resolving this ongoing issue, @Capstone2.

Rest assured that our product team is working to identify the root cause. They'll be reversing all the duplicate transactions. ETA for these funds to be deposited back to a customer's account will take 1-3 business days.

I'd suggest contacting our Merchant Services Care Team. They can add you to the affected user's list so that you'll receive updates via email.

Here's how to reach out to them:

1. Go to Help at the top menu, then select Contact Us.
2. Enter your concern in the What can we help you with? field.
3. Click Let's talk.
4. In the Choose a way to connect with us page, select either Email us or Get a callback.
   

To reach us on time, our Live Help is available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM til 3:00 PM on Saturdays.

We appreciate your patience as we're working on this. I'm here if you need anything else with QuickBooks. Have a nice day.

You double charged my customer on Sept 14, 2020 and you have not corrected your mistake.  Need help now! I have lost this customer because of this error

My customer was tripple charged!  14 business days ago on September 14th.  I was told today by someone I could not understand well that it would take up to 14 business days to refund the customer! 

TERRIBLE customer service!!

Does anyone know if these funds have been returned to their clients yet Its been over a month and my client still hasn't gotten the funds back yet.

Welcome to the Community, barbecue.
 

I'm happy to inform that Intuit's Product Investigations Team has solved this investigation (INV-50348). As of 9/16/2020, all affected cardholders were refunded.
 

If your customer still doesn't have their funds back, you'll want to follow LieraMarie_A's steps to get in touch with our Customer Care Team. They'll be able to pull up your account in a secure environment and conduct further research with you.
 

If there's any other questions, please feel welcome to send a reply. Have a wonderful day!

TIME ZONE:

You post hours, but where's the timezone?

Hi there, @sherylj3a. 

Our QuickBooks Online (QBO) support operation hours for Plus, Essentials, and Simple Start are 6 AM to 6 PM Monday to Friday and Saturday 6 AM to 3 PM Pacific Time. While QBO Advanced support is any time, any day. For reference, check out this article: QuickBooks Online Support. 

I you want to contact them, just go to the Help menu in your QBO company and enter the description of your concern there. You can either choose the Get a Callback or Message Us option. 

Additionally, you can reach out to our support team outside QBO by going to this link.

If you have other concerns managing about managing your customer's transactions in QBO. please don't hesitate to leave a reply below. Have a good one and stay safe.