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Highlighted
Level 2

Customer voided payment creating deposit Issue

Hello!

 

We run roughly 365 auto-payments on the second of each month for customers that choose that option. Occasionally a customer will forget to cancel their service with us before the second, see the charge and call to cancel. Since it is within the 3 business days, we have been voiding these.

 

They do show up as refunded in the transaction. However, the past two months, the deposit has been going towards "Uncategorized Income" because there is a discrepency in the deposit (the amount of a refund/void).

 

My question is; how can we avoid this? Going through 365 transactions to find the issue is a pain. We are printing off the deposit transaction from our Merchant Services account and comparing with the deposit in QB. 

 

The +$40 we show being deposited in the bank/deposit transaction cannot be found in the QB deposit. Any ideas??

 

Been staring at it for too long and its confusing us! ;-p

 

Thank you!!

 

Solved
Best answer December 11, 2018

Best Answers
Highlighted
Moderator

Customer voided payment creating deposit Issue

I'm here to take care of you, BorealisAcct.

 

Let me help you locate the deposit that needs to be deleted in QuickBooks Online (QBO).

 

You can run the Deposit Detail report to track the transaction. This report will show all the deposits, with the date, customer or vendor, and amount on each account.

 

Here's how:

  1. Click Reports on the left pane.
  2. Enter and select Deposit Detail in the search box.
  3. Set the date range.
  4. Click the Customize button, then click Filter.
  5. Select the correct Account.
  6. Click Run report.

Go through the report and click the deposit transaction to open. Click More at the bottom and select Delete.

 

The screenshots below show these steps as well.

 

These steps will help you track the canceled deposit transaction. If there's anything else I can do for you, please don't hesitate to leave a comment below. I'll get back here as soon as I can to help you again.undefined undefined

View solution in original post

3 Comments 3
Highlighted
Moderator

Customer voided payment creating deposit Issue

I'm here to take care of you, BorealisAcct.

 

Let me help you locate the deposit that needs to be deleted in QuickBooks Online (QBO).

 

You can run the Deposit Detail report to track the transaction. This report will show all the deposits, with the date, customer or vendor, and amount on each account.

 

Here's how:

  1. Click Reports on the left pane.
  2. Enter and select Deposit Detail in the search box.
  3. Set the date range.
  4. Click the Customize button, then click Filter.
  5. Select the correct Account.
  6. Click Run report.

Go through the report and click the deposit transaction to open. Click More at the bottom and select Delete.

 

The screenshots below show these steps as well.

 

These steps will help you track the canceled deposit transaction. If there's anything else I can do for you, please don't hesitate to leave a comment below. I'll get back here as soon as I can to help you again.undefined undefined

View solution in original post

Highlighted
Level 2

Customer voided payment creating deposit Issue

PreciousB,

 

Thank you! That is helpful to see it broken down that way.

 

One more question though... If QB is accounting for $31,611.95 as the deposit, but Mercant Services and our bank accounts for $31,651.95... Is QB possibly having an error and not accounting for that being deposited? There is the 1 transaction that is $40 that was refunded/voided, but the problem is that $40 more was deposited into the bank than what QB accounts for in the specific deposit.... 

 

Again, thank you very much for the help!!

 

Highlighted
QuickBooks Team

Customer voided payment creating deposit Issue

Hi there, @BorealisAcct.

 

I can help you get into the best support that can handle your deposit issue.

 

Since you've created a refund amount of $40, the deposit amount on your bank must be lower than the amount showing ( $31,651.95). In your case, I'd recommend contacting our Merchant Services support to have this investigated.

 

They have tools to pull up your account in a secure environment and further assist you with checking your merchant services transactions.

 

Let me know how the call goes or if there's anything else I can help. Just add a comment below. Wishing you continued success.

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