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Level 1

Credit Card payment went to Quickbooks customer

My computer froze when processing a customer payment. The charge showed in Merchant Services and when added it went to "quickbooks customer" and not the customer associated with the credit card. I can not alter the customer in the payment screen. How can I fix this? A journal entry does not seem to properly fix both accounts.

8 Comments
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QuickBooks Team

Credit Card payment went to Quickbooks customer

Hi there, @AqualinePools.

 

Glad to see your post here in the Community. I can help you change the name on the charge transaction from "QuickBooks customer" to the customer name. I'll show you how:

  1. On the Customer column, select or enter the customer name.
  2. On the Action column, click Apply Payment.

After changing the customer's name, it's automatically applied to the invoice. You can refer to the added screenshot for your visual guide.

 

For additional reference about Merchant Services transaction, you can also check this article: https://community.intuit.com/articles/1769105.

 

That's it. Come and visit the Community again if you have other questions. Have a wonderful day ahead!

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Level 1

Credit Card payment went to Quickbooks customer

This is not an option - the image you attached with step 1 does not work because it is not clickable to be able to alter.

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QuickBooks Team

Credit Card payment went to Quickbooks customer

Hello, @AqualinePools.


Thanks for your quick response. I’d like to add to the discussion here and help you change the name on the transaction to the customer name. 


Are you showing the same screen like the screenshot provided by @HoneyLynn_G? If so, I’d suggest you get in touch with our Merchant Services Support team. They can help you on how to properly handle the transactions in your Merchant Services.


Here’s how you can reach them: 
1.    Open a browser (i.e. Google Chrome, Internet Explorer, and Mozilla Firefox).
2.    In the Browser’s search bar, enter https://community.intuit.com/browse/payments-contact-us.
3.    Select your Payments product and get the phone number.


If not, please send us a screenshot so we can take a look at it and verify. Any additional information would be helpful in fixing the issue.


Please get back to me and we’ll take it from there. Enjoy your day!

Highlighted
Level 1

Credit Card payment went to Quickbooks customer

I'm experiencing the same problem and also can't choose to change the customer in that column. I've attached a screenshot.

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Moderator

Credit Card payment went to Quickbooks customer

Hello there, daradv.

 

I appreciate the screenshot you provided. I want this to be taken care of.

 

At this time, we haven't received similar cases about this issue with changing the customer name of your credit card payment transactions in QuickBooks Desktop. If you've done all the recommended troubleshooting steps provided by my colleagues above but still unable to change the customer name, I recommend you get in touch with our QuickBooks Desktop Support regarding this QuickBooks behavior so we can open an investigation about this. You can reach them through the steps below:

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. In the Have a Question? window, click Contact us.
  3. Enter the details of your concern and click Continue.
  4. Choose how you want to reach them and enter the needed information.​

Stay posted if you have any other QuickBooks questions while working with reconciliation. I'm always here to help.

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Level 1

Credit Card payment went to Quickbooks customer

I am also having the same issue.  The customer name field is not editable and is making it difficult to continue using this product for a high volume of credit card charges where each one requires multiple journal entries to place with the correct customer.  Please help.  

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QuickBooks Team

Credit Card payment went to Quickbooks customer

Hi bikerbriefer1281,

 

When the merchant transaction cannot find the same customer name in QuickBooks, the payee is defaulted to QuickBooks Customer.

 

If I‘ll be in your case, it would also be challenging for me to handle this scenario especially if there are many transactions. Our Merchant support can provide you an option to address this. Please contact them, so they can see your setup using their tools. 

  1. Open this article: Support hours and types.
  2. Expand the Merchant Services (Payments) section to get their number.

You can always reach out to us if you have other questions about your merchant transactions.

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Level 1

Credit Card payment went to Quickbooks customer

If the credit card/merchant service payment got posted to the wrong customer then, delete the deposit where the payment is, then delete the payment in "customer payment ".

Open Merchant Service Deposits and it will reappear.  You can then choose the correct customer (start typing the name there is no dropdown) and save it.

 

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