Point of Sale Deposit Receipts V19

Hi @StevenS,

I appreciate you for sharing information about this specific issue you stated above. I'll point you in the right direction for support with your query.

I suggest you contact our Point of Sale support for assistance. They can add you to the list of our affected users. With that said, you'll receive a notification email as soon as there's an update available. 

I also suggest you take your time and view this article: What’s new in QuickBooks Desktop Point of Sale 19.0. It has a list of all new features you can find in version 19.0, along with their short descriptions. 

Feel free to leave a reply below in case you have other questions. I'll be sure to get back to you.

It's been over a month since this issue was discovered and I have not seen any updates or replies to address this particular issue. There has been one update to POS V19 since this time and it did not address this issue at all.

QuickBooks really needs to provide an update on this problem to affected users as soon as possible. It has become extremely annoying and the fact that customer information does not appear on the deposit receipts is becoming more and more problematic in our workflow.

Hi, StevenS.

We are still investigating this unexpected behavior. Our engineers are all hands on deck working together for an immediate fix to sort everything out.

As long as you've already contacted our QuickBooks Support, you'll be notified immediately through your email once an update is available. However, if you still need help and need to discuss sensitive information, you can always get in touch with our QuickBooks Point of Sale Chat Support.

In the meantime, you can always visit the pointers below for some tips and related articles in the future as well as information about the operating system, hardware, software, and other POS requirements:

Support resources.

System requirements for QuickBooks Desktop Point of Sale 19.0.

Please extend your patience while we're working on the permanent fix. Don't hesitate to drop me a line if you have other concerns. I'd be glad to help, have a good one.

We have exactly the same problem from the day we had to upgrade our V.13 to V.19.

We report this problem to Intuit and they were aware of such bug. We checked with 2 other businesses that also had to upgrade with us. They have exactly the same problem.

I am on the phone with technical service and they are still aware and not having solution!

They just provide me with another case number ([removed]).

The issue is not just with POS. It has a huge impact to financial software QuickBooks.

There is a "Unearned Revenue" account in QB, which holds all customers deposits. Since there is no name on all these deposits, QB created new generic customer name ("Counter Sales") and all these "unnamed" deposits are getting under that name. Normally that should be only for the case when customer rejected to provide their name, but that is not the case for special orders when customers are paying deposits to get special ordered items. POS even unable to print deposit receipt to give customer having customer's name!

I am surprised that so easy fix as filling some data field with missing information takes months to fix for such serious company as INTUT. That just tells me that POS is not the product they really care about.

RoseMarjorieA

It is unacceptable that QuickBooks has yet to provide a fix for this issue. It is frustrating that a piece of software that costs so much money doesn't seem to put much effort in fixing serious issues with the latest version of the software. I would not have upgraded if I knew this would be such a long standing problem.

Because calling support will not result in any answers that would satisfy the base of customers with this issue, can you please dig further into this and provide some insight in why the fix is taking so long and when it might be available. Any credible code writing team should have the answer on why this is happening to clients who upgraded their databases from any previous version to V19.

Please provide a response.

This isn’t the impression we want to leave with, @StevenS.

I can see the impact of this issue on your business and the rest of the users. As much as we want to provide exact details as to why this is happening after upgrading, only the phone and the messaging team are the ones who can access the investigations and updates.

Rest assured that our engineers are working hard to get this concern fixed as soon as possible. As long as you’re part of the affected users, you’ll be prioritized once the resolution is implemented. I recommend checking your email from to time. Not to worry, I’ll send this matter personally to our management team so they can make an update request.

You can also visit our QuickBooks resources if you need help with Point of Sale and information about our support center.  

We appreciate your patience while we’re working on this. If you have other concerns or QuickBooks questions, don’t hold back to drop a comment below. We’ll be here. Always take care.

@MadelynC 

It's been over 3 months now that the issue arose so something tells me that your engineers are not working too hard to fix the issue. Any competent programmer could have narrowed down the problem by now and seen fit to update affected users about a remedy. Even if that means working with each affected user's database individually, if that is what it takes. I know enough about programming that once an issue has been isolated, a script can be written to repair a user's database/company file.

The fact that absolutely NO information has been forthcoming tells me that QuickBooks will not fix historical transactions for affected users and will only implement a patch that will resolve the issue on new transactions. This is unacceptable.

As a 20 year QuickBooks customer/user, I feel I am entitled to better customer service than what I have been shown so far.

I'd be real curious as to where this issue stands at this moment in time. As you stated you would be directly communicating with your management team, there has been no update in the two weeks you said you would do this. No emails, no further updates to this post. Nothing.

It leaves me thinking that QuickBooks believes that if users can be subjugated until V20 comes out in a year or two, they'll address the issue with a major release and get affected users to pay for that upgrade to get it.

Frankly, I believe that because this has broken users faith in the software and support we've paid for with V19, the next major release should come at no cost to those affected by this issue. That is the only fair solution if that ends up being the case with this flaw in the programming and the issues it's caused users.

Because of Intuit Merchant Services, we too upgraded from v12 to v19, and we are having the same problem with our credit card deposit receipts.  This must be fixed, and quickly.  Not only do the Billing Name and Address not appear on the credit card deposit receipt but the customer name does not appear in the Sales History.  That makes it impossible to trace a deposit receipt back to the customer.  This is a major issue and must be addressed immediately.

I too am having this issue.  Does the same thing occur using Multi-Store?

Thanks for joining the thread, @phila-user.

As of the moment, there are no similar concerns posted in the QuickBooks Community about this error when using Multi-Store.

Additionally, our engineers are still prioritizing the issue with regards to the customer's info not appearing in the Sales History. 

I can see how this unwanted behavior is affecting your business. Let me assure you our tech agents are doing their best to find a fix so you could get back to your business. 

If you haven't reached out to them yet, I'd recommend chatting with them. This way, they can add your details to the list of affected users. Then, send you an email once a solution becomes available. 

Additionally, you can review the article about What’s new in QuickBooks Desktop Point of Sale 19.0. It has a list of all new features you can find in version 19.0, along with their short descriptions. 

The Community always has your back, so please let me know if you have any other questions. I'll be more than happy to help. Keep safe.

This issue has been ongoing since the inception of V19. It is unfathomable that a resolution has not been provided nor any updates other than the sparse mentions that sprinkle this thread. Any competent development team would have been able to pinpoint the issue and provide guidance and updates to those affected. My intuition is that since such a large group of users are experiencing this issue, there is no way to repair the user's data without doing it through data services one file at a time. This is certainly the issue because that undertaking would require an enormous amount of time and resources that Intuit is obviously not willing to spend. I imagine that they will fix their issue with a new release or a patch that will fix the issue going forward but will not fix historical data. This is unfortunate for all Point of Sale users as this is indicative of Intuit not caring about their customer base.

And has anyone else noticed that all their support has once again been farmed out overseas? When I upgraded our backend QuickBooks Desktop Enterprise, one of the selling points for that upgrade was US based support. Now that's gone too.

I have the same problem.  I am using POS 19.0 Pro.  We migrated from POS 12 Multi-Store.  I am going to experiment with POS 19.0 Multi-Store just to see if the problem persists.  I don't know why it would change anything but I don't hear about Multi-Store users having this problem.

I chatted with technical support.  We went through a whole list of diagnostics/potential fixes, including performing a clean installation per Intuit instructions.  Nothing worked except they do have a workaround; however, the workaround is not practical for everyday use unless you don't do a whole lot of transactions.

This is the work around.  If you can determine the customer's name somehow then you can create a new customer to replace the existing customer and merge the two, keeping the new customer.  It will fix past transactions but not new ones.

I tried it and it works for past cc deposits, but it is cumbersome.  If you give it a try let me know what you think. Also, do you use QuickBooks Desktop?  When these transactions get posted they come over as "Counter Sales" so you don't get to see the customer's name when posting a deposit in QuickBooks either.

It is now the beginning of May.  Has there been any progress on this issue?

Hi phila-user,

Upon checking, this issue is still being investigated by our engineers. If you haven't already, please contact our Support team so they can get your account details in a more secure environment and link your account to the case for updates. We're unable to get it from here since this is a public forum.

You can provide this investigation number to our QuickBooks Desktop Point of Sale Support: INV-52079.

If you have other questions about Point of Sale, please let me know.

Thanks for taking over 7 months to fix this issue with  the latest release patch V19 R7. It should have never taken this long to resolve such a serious issue like this. Still disappointed but glad nonetheless that it's fixed.

I was looking to fix this problem with taking a deposit.   Google search lead me here.  Not impressed with QB response to this issue.  Really seems like it would not be difficult, it is so easy to change other forms within the program.  This is so strange to me.