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Holly Brown
Level 1

customers being charged twice

We have received two phone calls  from our customers that their credit card was charged twice yesterday.  When I went to the merchant account to look at the transactions, it only shows once.  We have never had customers call us and tell us their card was charged twice.  And both transactions were from 09/14/20.

Please help.

19 Comments
Just_me
Level 8

customers being charged twice

There are other threads, saying the same thing.  Sounds like it is an Intuit thing, but of course, Intuit is oblivious and, of course, not wanting to take repsonsibility Nor are they letting their people here, that help with the threads, know anythihng is up.  

 

Here is a link to one other thread I saw.

 

https://quickbooks.intuit.com/learn-support/en-us/payments/customer-support-is-not-only-non-existant...

pembrokepump
Level 1

customers being charged twice

I've also been having the same problem today. I have had two customers call me and say we charged their card twice yesterday on 9/14. My merchant account also says we only have the one charge. Looking for some assistance on how this will be resolved so I can assist my customers.

 

strickland1
Level 2

customers being charged twice

I also have a BRAND NEW customer pay me yesterday $1800.00 - and then i receive an email that their account has been charged that amount TWICE.  My credibility with this new customer is in the tank  because I have no information to provide them.... My Merchant deposits only show 1 Deposit - my bank shows nothing but the 1 deposit - but now my customers checking account is overdrawn because of this transaction and I will likely have fees to reimburse them for.... I haven't been able to find a phone number to call - just a help forum with FAQ.  Anyone have any information on what is going on?????

2000yearsago
Level 2

customers being charged twice

We are also victim of this incident. My customers are getting so frustrated and calling my company scammers and leaving multiple negative reviews. I explained to them this is not our fault. 

I'm expecting a lot of chargebacks .,

 

 

ReymondO
QuickBooks Team

customers being charged twice

Thanks for bringing this attention to us, @strickland1 and @2000yearsago.
 

 As of this moment, we're having an open investigation about the credit cards being charged twice. Our product engineers are aware of this issue and are now working hard to fix this the soonest.
 

For now, I'd recommend getting in touch with our Payments Support Team. This way, they can add your account details to the list of affected users. Rest assured, you'll receive an email notification once get this sorted out. You can connect with us through this link: Contact Payments Support.

 

I also encourage checking our support hours first to ensure that we address your concerns time.

 

In addition, I've included an article that you can read to know when QuickBooks deposits invoice payments into your bank account: Find out when QuickBooks Payments deposits customer payments.

 

If I can be of any additional assistance, please don't hesitate to comment down below. Stay safe and healthy.

organizedhi
Level 1

customers being charged twice

When is this issue of the customers getting charged twice going to be resolved. Customers are pissed. 

CelebrityBallroom
Level 1

customers being charged twice

We have also had this incident. It has put a couple of our customers in the negative. All double charges on 9/14. 

turfmed1
Level 1

customers being charged twice

I have also been receiving calls and emails regarding the double charge from customers who paid on 9/14.  It would be nice if quickbooks would give us more details to share with our customers on how and when this will be resolved and what caused it.  I am guessing they ran the file twice for that day but how to proceed with our customers would be helpful.

jgalloway3
Level 1

customers being charged twice

What is going on?  I have had 2 customers  that paid via credit/debit card on the same day 09/14/2020 & they have called and stated they were charged twice.  It is not on my end as I did not run the card twice & my merchant center report only has their original transaction. This looks very bad on my business side and my customers are NOT happy!  What is Intuit going to do to resolve this and make sure my customers know I did not charge them twice. 

Tori B
QuickBooks Team

customers being charged twice

Hello everyone, 

 

I appreciate you for joining the thread. Allow me to share some updates about the duplicate charges.

 

As mentioned by my colleague above, we recently opened an investigation about this problem (INV-50348), and our product team is working to resolve this issue. 

 

I recommend contacting our support team to be added to the investigation. This way, you will be added to the affected user list and will be notified when this is resolved. The Payments Team will need a list of the duplicated transactions once you're added to the affected user list.

 

While they perform the reversing process, please avoid making any refunds to your customers. The lead time for these funds to go back should be 1-3 business days.

 

Here's how to reach them: 

 

  1. Go to Help (?) at the top, then select Contact Us.
  2. Enter your concerns.
  3. Click Let's talk.
  4. Choose the best way to connect with support (Callback, Chat, Etc.).

 

Please do let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care and thank you for your continued patience. 

2000yearsago
Level 2

customers being charged twice

I cannot find this option at all in my account

 

  1. Go to Help (?) at the top, then select Contact Us.
  2. Enter your concerns.
  3. Click Let's talk.
  4. Choose the best way to connect with support (Callback, Chat, Etc.).
Bobby O
Level 1

customers being charged twice

I am also having a similar problem. Five of our clients have been charged twice. The system indicates that the invoices have been paid, but do not show any additional payments. Waiting to see if this is going to be resolved, but the clients are not happy. They have sent me copies of their bank statements showing that they have been charged twice.  Since it has happened in five separate instances, it does not appear to be user error. 

 

 A response would be appreciated and/or an acknowledgement of the problem and that it is being worked on would be fantastic.  

 

Bobby  

 

 

DivinaMercy_N
QuickBooks Team

customers being charged twice

Thanks for joining this thread, @2000yearsago and @Bobby O.

 

For your concern, @2000yearsago let's perform some troubleshooting steps so you can reach out to our Technical support team. First, let's access your QBO account in a private window. This will prevent storing cache and cookies that might cause problems when running Intuit sites.

 

Once signed in, follow the steps you've mentioned above.

 

If this works, go back to your regular browser and clear the cache. This will help to refresh your browser's background processes. If you experience the same thing, I suggest using another supported browser. It could be that the one you're currently using has a temporary issue with QuickBooks. 

 

For your problem, @Bobby O I've checked your concern and found out that there's an ongoing investigation (INV-5034) about the credit cards being charged twice. Rest assured that our engineers are currently investigating and working on an immediate fix.

 

In the meantime, I suggest contacting our Support Team to give your account information so they can add you to the list of affected users. Once added, you'll receive updates on the current status of the issue and the resolution when available. To do so, please follow the steps provided by, Tori B. 

 

To ensure that you will be assisted immediately, our support is available every Monday to Friday 6 AM – 6 PM Pacific Standard Time (PST) and on a Saturday at 6 AM – 3 PM PST. For more details please check our support hours.

 

Thank you for your patience. 

 

Keep in touch if you have other QuickBooks-related concerns. I'm always happy to assist you further. Have a great day ahead.

Ridgemont Mortuary
Level 1

customers being charged twice

I have the same thing happen to me on 9-13-2020.  I had only 2 transactions that day and both customers called me.  Again like you, I have NEVER had this happen.  When I try to talk to Inuit, they refer me to Merchant Services, but it is a Act of Congress to get any help!!!

Mab40101
Level 1

customers being charged twice

The same thing happened to my client on 9/1420. I only show one transaction but his acct was charged twice. What the heck is going on.

Jen121
Level 1

customers being charged twice

This is happening again.  I have customers being charged twice and cannot contact quickbooks to fix the problem.  What was you solutions.  Switch to a different merchant servixe. The past three months I have had a lot of problems with quickbooks and no customer service to help

SarahannC
Moderator

customers being charged twice

Hello Jen121,

 

I have the steps on how you can reach out to our customer service agents. You can follow these steps:

 

  1. Go to the Help menu.
  2. Select Talk to a human and choose Talk to a human again.
  3. Proceed with I still need a human and click the Contact us link.
  4. Select either Start messaging or Get a call.

 

You can also refresh your browser by clicking the Reload icon or pressing F5 on your keyboard. This helps to refresh your browser's settings. Then, log in to your account through an incognito window and go through the same steps above. If you're able to contact them, go back to your main browser and clear the cache

 

Let me know if you have other questions. I'm here to help in any way that  I can. Keep safe.

BitterDragon
Level 1

customers being charged twice

I also have noticed going back months getting charged twice and now I just got charges 4 times in January 2021!!! I too would love if this crap could get resolved this is ridiculous. I’m about to cancel my QuickBooks because apparently nothing has been fixed yet. 

AlcaeusF
Moderator

customers being charged twice

Hi @BitterDragon,

 

I appreciate you for getting in touch with us about getting charge multiple times. I would feel the same way too in that situation if this happens to me.

 

I want to be the one checking this on your behalf. However, the Community is a public forum, and the ability to review the account is unavailable.


I recommend you proceed with contacting our Payments Support Team. One of them will be able to take over and fix the issue using tools unavailable to us in this space.

 

You can reach them through this link: Contact Payments or Point of Sale Support.

 

I've also attached an article you can use to refund the customer credit card in QuickBooks: How to correct a customer's credit card payment that was processed twice by mistake.

 

Feel free to hit that Reply button if you have additional questions about the payments. Have a great day ahead.

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