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Level 1

Disputed payment

Using QBO Merchant Services for payments, an invoice payment was charged to a customer credit card. A month later, they disputed the charge. A few days later, they remembered what the charge was for and realized they should not have disputed was a valid charge. They notified their credit card company of the mistaken dispute but the wheels were already in motion.  

Within QBO, I see the invoice and payment (which is showing a status of disputed). Then, the deposit came through and was matched to that payment (at the time it was matched, it was not showing as disputed). A month later, I see a bank feed expense for the original payment amount plus $25.00 (disputed charge fee from the bank).  Then, a month later, I see the original payment amount deposited back through the bank feed (the disputed charge fee from the bank was not refunded).  How do I accurately account for all of this in QBO? 

8 Comments 8

Disputed payment

I'm here to help accurately account the disputed payment, NatalieSpears.


In QuickBooks Online, it's called "chargeback" when a cardholder disputes an invoice payment through QB Merchant Service.


The $25 fee is used to cover related costs during the chargeback process. And, it can't be refunded. Since you've already matched them before the payment was disputed, you can leave the record on your register. 


On the other hand, you can simply click the Add button on your banking page to record the expense plus the fee to QuickBooks. This will help ensure the statements reflects the data for the month.


Upon sharing this solution, I still suggest consulting with your accountant for the category. He/She knows how to account these entries, and make sure you have accurate records in the system.


I've added these handy related articles for additional resources:

Stay in touch if you have follow-up questions by commenting below. I'm always around to help.

Level 1

Disputed payment

I have two charges in dispute. They are both from a 20 year regular customer. The customer has not disputed these two charges. Help

Level 1

Disputed payment

Somebody call me at [phone number removed]. Tom Cadman, owner [Company name removed]. I am  your customer

QuickBooks Team

Disputed payment

You'll have go to the Help option to get in touch with a live support, @tc46322.


Here's how:

  1. Go to the (?) Help menu.
  2. Click on Contact Us.
  3. Type the keyword of your concern in the What can we help you with? box.
  4. Select Let's talk
  5. On the next screen, scroll down to the Choose a way to connect with us section.
  6. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.


Also, your phone number and company have been removed for security purposes. 


I've got you this helpful link in case you need some ideas in managing your books with QuickBooks Online: QBO Help articles. This page includes topics such as setting up and connect apps, track employees' time, set up online payments, etc. 


You can always get back here if you have other QuickBooks-related concerns. I'll be here to help you. Stay safe.

Level 1

Disputed payment

Hi, I had a customer ask me to send product to him in another state.  I had him pay me first before I sent it.  He paid with an echeck through merchant services. It cleared my bank and I sent the product. Now 3 weeks later and product sent he or someone disputes the charges and quickbooks is taking back the money.  So not only am I out the money they sent me but the product I spent money on.  It was clearly fraud and I am not sure how to have a rebuttal argument with quickbooks to fight this? I have been on the phone with merchant services with no help. Basically I am out the money they say. 

QuickBooks Team

Disputed payment

Thanks for bringing this matter to our attention, @amylee32. I’m here to share some information about what we can do to protect ourselves from fraud.  


Since this fraudulent act involves a payment transaction, you’ll want to contact your bank. They can keep track of the transaction on their system as QuickBooks relies on the data from them.


For now, I encourage reporting the fraudulent activity to our Intuit Security team by sending an email at By doing so, they'll be able to investigate this issue.


If you get an Intuit email that you don't recognize, please review our security notices for information on questionable emails reported by other customers. For more details about it, check out the article: Is this email I received a legitimate communication from Intuit?


You’ll want to familiarize yourself with the official Intuit correspondence and websites. This way, you can protect yourself and your business from these security risks. For more details, check out this article: Identify suspicious activity, phishing scams, and potential fraud


Additionally, I've included these articles that'll help you learn more about ensuring your account's privacy and security:



I understand you’ve contacted our Support, however, I recommend reaching out to them again for a follow-up. Check out this article for more details: Contact Payments.


Let me know if you have any other fraud concerns or questions about QuickBooks. I'll be around if you need anything else, just hit the Reply button. Thanks for dropping by. Take care.

Level 1

Disputed payment

Thank you for responding. I reached out to the email [email address removed] but apparently it isn’t a valid email. Also reached out to merchant services again. They sent me a email for my bank to do a letter disputing the chargeback. However they didn’t send any information where to send the bank letter. The lady said it would go to their resolution department? But didn’t link anything or information how to email it to them. Do you know? 

QuickBooks Team

Disputed payment

Hello there, amylee32.


I wanted to help you right away with the chargeback. But, we'll need to figure out the correct reason why you're getting a chargeback.

With that, I'd still recommend contacting our Support Team since it's important to verify this matter with the help of appropriate tools.


Also, there might be a high volume of calls waiting, and it may take time. To see the most updated support schedule, you can check this link: Support hours.


Here's how to contact them:


  1. Go to the(Help) icon.
  2. Click Contact Us.
  3. On the How can we help field, enter a brief description of your concern.
  4. Click Continue.


Here are some articles that you can read about the chargeback in QuickBooks. It provides answers to frequently asked questions, and we'll know more about handling the chargeback in QuickBooks Payments:


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