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Experienced Member

Duplicate payment records due to adding an online payment through Merchant Service Deposits that had already been recorded

I collected an upfront payment (before invoice) from a customer using 'Authorize/Capture Payments' and then running the payment. When I went to 'Make Deposits' I noticed it on the list. I followed the QB recommendation to instead use 'Make Merchant Service Deposits' for an "easier" way to record this transaction. Ha! Not easier at all!


For some reason, perhaps the name on the credit card was slightly different than the Customer Name in Quickbooks, it did not match this payment to the existing payment and thus showed up in the 'Add Online Payments' list. I added it and now I realize that was a mistake (since it was already recorded).


To make matters more complicated, it added it with a generic account name 'Quickbooks Customer.' I merged this with the actual customer name and now I see duplicate payments on his account. I tried to delete it and it tells me 'You should not delete this transaction because it has already been processed online. To reverse it, void it or process an offsetting credit or payment transaction. Note that online transactions can only be voided on the same day that they were processed.'


Well despite it being the same day, I am not getting the option to void. If I go to Edit > Void Payment it says 'This transaction cannot be voided because it has already been sent for processing. To refund this payment, create a credit memo.'


Can someone help me unravel this? Is the customer's credit card going to be charged twice now? Can I just delete one of the transactions? If not, what is the best way to record an offsetting transaction to correct this mistake of mine. (For the record, I now know not to use Authorize/Capture payments in the way that I used it.)

1 Comment
QuickBooks Team

Re: Duplicate payment records due to adding an online payment through Merchant Service Deposits t...

Hello there, @ChrisPaiz.


I appreciate your time reaching out to us and sharing in-depth information about duplicate payments. I'm here to help you offset this duplicate payment and get you back to working order.


Since you upfront the payment and received it online, your customer will be charged twice because of that. To offset the payment, you can create a credit memo to save the overpayment and apply it to the next invoice of the customer or retain it as an available credit. 


To do that:


  1. Go to the Customers menu.
  2. Select Credit Memo.
  3. Fill out the necessary information.
  4. Click Save & Close.

After saving, you have the option to select how would you like to do with the credit. You can read this article for your reference: Record a Credit Memo or Refund in QuickBooks Desktop.


You can also visit QuickBooks Community in case you need some tips and related articles in the future.


Please keep in touch with me here should you need any further assistance. I'll be around if you need any help.