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:

• Handle chargebacks and retrieval requests for QuickBooks Payments
• How to handle credit card chargebacks

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

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

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

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.

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. 

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 spoof@intuit.com. 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:

• Intuit Online Security Center
• Protect Your Business 
• Protect Your Computer
• Privacy and Security in QuickBooks

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.

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? 

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:
 

• How to handle credit card chargebacks: A guide for small businesses.
• Handle chargebacks and retrieval requests for QuickBooks Payments. 

Hello Maryland,

I'm just wondering does QB desktop has the same option? How to process disputed amount on customer credit card payment

---

@MaryLandT wrote:

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:

• Handle chargebacks and retrieval requests for QuickBooks Payments
• Chargeback FAQ.

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

---

?

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

Hello @MayaCwl,

I'm glad to see you joining this thread about disputing customer payments. Allow me to chime in and provide additional information about the process in QuickBooks Desktop.

Currently, QuickBooks Payments supports QuickBooks Desktop and QuickBooks Online for processing credit card payments. The dispute process is almost the same for both products.

When a customer disputes a charge, the financial institution notifies QuickBooks Payments. The process will depend if it's a retrieval request or a chargeback.

You'll receive the instructions via email as soon as QuickBooks gets notified by your customer's bank. The article provided by my colleague above is applicable for Desktop and Online. In case you need the link, I'm adding it again (scroll down to Step 2): Handle chargebacks and retrieval requests for QuickBooks Payments.

Also, did you know you can view the Merchant Service Center directly in QuickBooks Desktop? For more information about how to access this section, check out this link: Access the Merchant Service Center from QuickBooks Desktop.

Hit me up if you have follow-up questions about payment disputes in Desktop. I'm available anytime in this public forum. Take care.

WE have a disputed payment on an American Express card and challenge the validity of the clain. Any email that I try to send to Quick Books doesn't go through. How am I supposed to send information if your contact info doesn't work?

Hello there, Snowshark.

The bank tells QuickBooks Payments when a consumer disputes a charge with their bank or credit card company. A recovery request will be sent to you. Since your email response won't be delivered to QuickBooks, I suggest getting in touch with one of our experts from the QuickBooks Merchant Support Team. Here's how:

1. Click the Help (?) icon in your QuickBooks Online.
2. Choose either tab to get started: Assistant or Talk to a human.
3. Search or select Contact Us.
4. Select Start a chat with a support expert or Get a callback from the next available expert.

We also encourage you to review some of our commonly asked Payments questions.

Additionally, you can use this article as a guide on managing the chargeback in QuickBooks Payments: Handle chargebacks and retrieval requests for QuickBooks Payments.

Keep me posted if you need further assistance with your QuickBooks payments. I'm always here to help you. Stay safe.

Hi

A client disputed a charge a few days ago—but when I reminded them of the invoice in question, they apologised, and now want to cancel the disputed chargeback, but don't know how. Please advise what they must do to do so. 

Thanks

It's great to have you here, @Qualum. 

Since the Community page is a public forum, we're unable to open the account from here. I'd recommend reaching out to our Merchant Support team so we can further check your client's account in a safe and secure environment and assist you on how to cancel the disputed chargeback.

Here's how:

1. In your QuickBooks Online, click the Help (?) icon.
2. Click Talk to a human.
3. Search or select Contact Us.
4. Select either Start a chat with a support expert or Get a callback from the next available expert.

Additionally, you can refer to this article to help you guide on how to void payments: Void or refund customer payments in QuickBooks Online.

Let us know if you require additional assistance with disputed chargebacks. The Community is here to help. Keep safe!

I spoke with a man named Edgar who works for Intuit yesterday evening. From our conversation, it didn’t seem that you have access to much record of what is going on with these 2 unresolved cases. So I have provided all the information in this email.

I submitted the requested information for case #1592980542 on January 17th when it was requested.

I submitted the requested information for case #1592980543 on January 18th when it was requested.

I have provided the initial emails from Quickbooks letting me know about the disputes as well as the emails confirming the information I have provided has been received. But no other follow-up emails have been received. There was a point where I was able to attach my documents and information and see the documentation provided by the client disputing the charge, now I am not able to.

I have included all information and documentation including the paperwork provided by Chase in the document titled LeAnn Hilgers – Motivation Radio. In this document will find that the client has made 2 claims first I did not create a website at all, then that I did create the website, but that I then took it down.

I have provided ample documentation that not only was a website created but that the client still has the website up. I have provided screenshots of the client's previous website & and screenshots of the new website, emails to and from the client including the client's own breach in the contract.

I have not heard back on either case and as you can see from the provided screenshots, the resolution center is saying that information has been requested. However, I have no emails requesting information and no way to provide any information, and every time I talk to someone from Intuit’s resolution center I get a different response.

One person from Intuit Resolution Center said that the disputes were resolved and I had won both, another person said that the disputes were resolved and I had lost one, but the other was still being investigated and another says that they are both still in process.

The only emails I am currently receiving are from Intuit stating that I owe them money, however no one can give me any kind of answer on the dispute or even if the information that I provided back in January was even received by Chase bank, which is the bank that my customer made the dispute from.

I would like an update. I have included all the information attached to this email needed for both claims as they are part of the same transaction. If the banks cannot resolve this dispute then I will need to legal action of own against this client as they are currently using a website they have not paid for.

The website in question is:

https://www.motivatingradio.com/

And as you can see by clicking here the link above the website matches what I built for them.

Please let me know what I can do to move this process forward as I have made several requests for information and keep getting different information.

Hello, Cassie0215.

I like to extend an extra hand to help. However, since Community has limited access for security reasons, I already submitted an investigation on your behalf to our Payments team and someone from our backend team will take a look on their end and will reach out to you. 

If you don’t hear anything in a few business days, come back to the Community and check in, we’re here for you. 

Please let us know if there's anything else that we can do for you. We are always here to help you get back to the business every step of the way. Take care!

Yes, you all have kept saying since January 18th that someone will look into it and get back to me, yet no one has. What is most interesting to me is that if I had been banking with any other banking system I would have been notified the very same day that the dispute was made, instead, intuit/QuickBooks seems to wait exactly 8 days to let the money be pulled out of their customers account before letting them know that there is a disputed transaction, during those 8 days is typically when I should be able to rebut my case and given proof without money coming out of my account, but you all seem to strategically wait for that 8 day period to be over and then tell your clients that you are going to bat for them with the information given in the portal, but in fact are truly only reaching out to collect from your client, conveniently blaming the other bank for not getting back.

I have been told it could take up to 60 days for the dispute to be determined and isn't it interesting that from January 10th to March 16th is exactly 60 Days. January 10th is the day the actual dispute was made, March 16th is the date that I have been told by Intuit I must pay $1595 to them or else legal action will be taken against me, their client.

Seems to me that this system is strategically set up to take away any opportunity for your client to have a fair shot at defending their own reputation and business and then give them some bogus story about how you are going to bat for them with the other bank and then blaming it on the other bank while letting the clock run out on any chance your client would be able to defend themselves. 

I hope that I'm wrong in this assessment and there is something that can be done in the next 9 days, please have someone get back to me.

Hello,

Can you specify how to handle and record a deposit that is received after winning a Chargeback?

I have a customer dispute 5 payments mistakenly, all of the 5 payments have been received back after winning the disputes, can you specify how to handle such a transaction, currently I have recorded them by choosing accounts receivable and selecting the Client name, such I add payment a again and mark the receipts against such receipts?

Thanks for dropping by on this thread, MK12341. Let me share some information on recording chargeback in QuickBooks Payments. 

In recording these transactions, you can easily create a Refund receipt for your client who asks for a chargeback. Here's how:

1. Click the + New button
2. Select Refund receipt or Give refund.
3. Choose a client you want to refund from the Customer ▼ drop-down.
4. Select the bank you deposited the payment for the invoice from the Refund From ▼ drop-down
5. Add all products or services the customer returned in the Product or Service column.
6. Ensure to fill in the details for the refund, then select Save and Close.

I'll add an article on how to record a refund based on various scenarios: Record a customer refund in QuickBooks Online

Feel free to check our Income and expenses page for future reference. From there, you can read great resources that can guide you in managing your income efficiently.

If you have more queries on recording chargeback and any other QuickBooks-related matters, we're always available to assist. Stay safe.

Understood your point.

However, I have a gap in my understanding of the sequence in which chargebacks are catered in QBO.

Please see the following elaboration to understand:

There is an invoice to the client of $100, against which an invoice is created in QBO.

I received the payment. Bank receipt is recorded in QBO and then the client's balance comes to Zero.

Now a dispute is marked by the client. The amount is refunded and the client transactions list shows disputed payment and Zero balance pending.

Now the dispute is won and I receive $100 back in my account. Now, as the Client ledger shows Zero where is this amount to be recorded?

Should I create a new invoice and mark this deposit against such an invoice? or is there any way to convert the disputed transaction and mark the receipt against such?

I appreciate your detailed explanation and the scenario you've outlined regarding chargebacks in QuickBooks Online (QBO). MK12341. I'm here to share insights about this. 

We can create a bank deposit in QBO to accurately record the $100 refund received back into your account. 
 

Here's how:

1. Navigate to +New and then choose Bank Deposit.
2. Choose the account you want the fund to be deposited.
3. Tick the box next to the payment you received under Select the payments included in this deposit.
4. Make sure the total of the selected transactions matches your deposit slip. Use your deposit slip as a reference.
5. Select Save and close or Save and new.

You can check this article for more information: Record and make bank deposits in QuickBooks Online.

Once done, you can now proceed with reconciling your account.

Feel free to leave a reply if you require further assistance with recording chargebacks in QuickBooks. I'm always here to help. Have a great day!

How long does the client have to dispute the charge before QB realizes the charge was valid…? There has to be a cut off time. 

I'm here to provide some insights about chargeback in QBO, @Dillet.

QuickBooks serves as a messenger between you and the card issuing bank. Thus, the transaction can be disputed. This is per the credit card associations' rules and regulations. 

Most disputes can be filed up to 270 days after the transaction was processed, and sometimes even longer, depending on the specific bank. Intuit acts as the intermediary in this process, serving as the link between you and the card issuing bank. We don't have control in this process. When accepting credit card payments, there is a possibility that the transaction may be disputed.

Moreover, I've added this article for a more detailed guide to help you handle credit card chargebacks and learn what a chargeback is: Handle chargebacks and retrieval requests for QuickBooks Payments.

Furthermore, you can save this guide for future reference in balancing your QuickBooks and bank or credit statements: Reconcile an account in QBO.

I'll be glad to help you if you have any other questions about refunding charges in QuickBooks.​ Have a good one.

So you’re telling me QB can hold a payment for 270 days…? That’s 9 months. There’s NO way on the planet that customers look at their statements EVERY month and won’t notice a substantial deduction like $7,000.00 and not dispute it. It’s LITERALLY impossible. Every 30 days people have bills to pay. They’ll SURELY notice. That’s INSANE what you’re telling me right now.