Customer was charged a $25 convenience fee for online payment. New feature QB added and turned on. Not approved by me. Anyone able to get this reversed?

I appreciate you for reaching out, LT2490.

QuickBooks introduced the "Your customer pays the fee" feature, which applies a $25 convenience fee when customers make ACH bank payments and no other online payment options are available. This allow businesses to accept ACH payments without any charge, as the fee is covered by the customer.

For auto-enabled users, this feature is turned on by default, which appears to be the case for your account. As a result, when a customer pays using an ACH bank transfer, they will automatically be charged a $25 convenience fee.

Currently, there is no direct option to reverse only the convenience fee. However, if you’d like to issue a refund to your customer, you can refer to this article: Refund an ACH transaction with a convenience fee. Please note that this process will refund both the fee and the entire transaction. Also, you must wait 5 days after the transaction to initiate the refund via the Merchant Service Center (MSC).

To prevent customers from being charged in the future, I recommend disabling the feature in your settings.

Here's how: 

1. Navigate to the Gear icon.
2. In the Your Company column, choose Account and Settings.
3. Select the Sales tab.
4. Click the Pencil icon in the Invoice payments section.
5. Uncheck the box for the Your customer pays the fee.

Once disabled, your customers will no longer be charged the $25 convenience fee for ACH payments.

If you have further questions, feel free to reply back. We're here to assist you.

Hi, @LT2490 

Just checking in to see if the solution we shared worked for you.

Please let us know if everything is now working smoothly or if you're still experiencing any challenges.

We'll be glad to assist further if needed.