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Level 1

Customer Credit Card - Rewards Issue for Customer

We have a customer that has been paying with a credit card for years.  Recently, their credit card stopped paying rewards to them for purchases from our company ONLY.  Their credit card company says that we changed the way we were processing the card and that is causing the issue.  On our end nothing has changed, we run the payments the exact same way through Quickbooks desktop - Merchant Center - Quickbooks Payments - the card is keyed, not swiped and ran through as all credit card, no pin entry or anything of that nature.

 

Why would this happen and is there a setting that should be adjusted to avoid these types of issues our customer is having.

3 Comments
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QuickBooks Team

Customer Credit Card - Rewards Issue for Customer

Thanks for the detailed info, @WCTTX.

 

I can share a few points to make sure you can process your payments seamlessly in QuickBooks Desktop (QDBT).

 

Our QuickBooks Payments support team is the best source of info when it comes to queries regarding your account. They have the needed tools to check it securely and verify the recent changes when processing customer payments inside QuickBooks. Thus, I recommend contacting them through this link: Contact Payments Support. It also includes the support hours on when they're available to assist you.

 

If you wish to review the status of your processed customer payments or deposits, you can log in to your Merchant account to check it. Here's how:

 

  1. Sign in to the Merchant Service Center.
  2. From the homepage, select Activities & Reports and then Deposits.
  3. Choose the date range in the Dates field.
  4. Click Search to see a list of all your daily deposits, their status, and the totals.  

For more info, please see this article: Find out when QuickBooks Payments deposits customer payments.

 

You can reply anytime in the comment section if you have more questions about managing your QuickBooks payments. I'll be here to help. Take care.

Highlighted
Level 1

Customer Credit Card - Rewards Issue for Customer

Thanks but unfortunately, this answer does not address our issue.  I also contacted support and they were unable to help and provided no useful guidance.  The issue remains and we have not been successful in reaching anyone at Quickbooks who seems knowledgable enough to help.

Highlighted
QuickBooks Team

Customer Credit Card - Rewards Issue for Customer

I recognized the importance of having a loyal customer, @WCTTX.

 

Please do know this isn’t the kind of service I want you to experience. We also strive to provide quality service that you and other users deserve. I want to ensure this is taken care of and get you back in working order.

 

We have a dedicated team that handles this kind of situation. I recommend contacting our Merchant Support team. I understand you’ve already contacted them, however, it would be best to reach out to them again. They have the proper tools to look into your account and investigate further the cause of this.

 

Let me also share this link that you can read to learn more about how QuickBooks Payments handles your customer payments.

 

You’re always welcome to leave a reply in this thread whenever you have other concerns or questions in managing your customer payments. I’ll be around to back you up.

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