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Level 2

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

I have a question about reversing a customer's credit card due to a cancellation.

My question is regarding the receipt generated from the reversal of a customer credit card charge in QuickBooks Payments for QuickBooks Enterprise desktop (see attachment).

 

The email subject line is "Copy of payment receipt from _______."

Dear _________,
Below is the sales receipt provided to you by __________.

Amount: $_______

The email's closing states, "Thank you for your order."

 

The refund amount does not have parentheses or brackets around it to indicate that it is funds being returned to the customer's card.

This wording is confusing for our customers because they think their card is being charged again instead of reversed.

I would like to find out if the wording can be modified so that it relates to a refund instead of a sale.

Thank you,

Leslie

Solved
Best answer March 24, 2020

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Moderator

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

7 Comments
Highlighted
Moderator

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

@SquirrelGirl  Welcome to community!  

 

Thank you for including an example with your post.

 

To edit or add form templates to send from QuickBooks, follow these easy steps:

 

  1. Log into your company file as single-user Admin role.
  2. From the main menu click Edit.
  3. Select Preferences from the list.
  4. From the preferences window, click on Send Forms.
  5. Select the Company Preferences tab.
  6. From the Email Templates drop down box, select the template to modify or add to.
  7. Click Add Template for a new customized message or Edit to modify the existing form.
  8. When desired message is entered, Save the template.

Let me know if that helps update the message emailed to your customers.

Highlighted
Level 2

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

Hi Yvette,

Thank you for your reply.

This particular email notification comes from the Intuit Merchant Service Center. When I click on Transactions and select the reversed transaction, there is an option to email the receipt to the customer. This is an automated email which contains wording that discusses a sales receipt instead of the clearer, accurate wording for a refund. Our customers think they're getting charged a second time instead of refunded.

This email comes from [email address removed].

Leslie

Highlighted
Level 2

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

The email is from a business services at intuit dot com address.

Highlighted
Moderator

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

@SquirrelGirl  Thank you for clarifying where the email is being sent from. 

 

I understood you were wanting to change a template sent from QuickBooks Enterprise, my apologies.

 

Unfortunately, the email sent to customers cannot be modified.  What I can do is bring this to our team's attention for a possible revision. We apologize for any inconvenience this has caused. 

 

As a workaround, after you process the refund in QuickBooks, you can email the receipt from the Merchant Service Center and add a personal message where you can state that you are sending a refund confirmation receipt.

 

Here's how, after processing the refund in QuickBooks desktop:

  1. Visit the Merchant Service Center located on the upper right side of QuickBooks, click the green dot.
  2. From the pop up window, select Payments tab.
  3. Click on Manage Account (you will be routed to the Merchant Service Center).
  4. From the Home screen, select Transactions.
  5. Locate the refunded transaction, click on the gear symbol to the far right.
  6. Select Email Receipt.
  7. Enter destination email address and tick Add personal message
  8. Type personal message.
  9. Send.

I'll upload an image of what the personalized message would look like to your customer.

 

 

 

 

 

 

 

Highlighted
Moderator

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

Highlighted
Level 2

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

Thank you very much for your help. Yes, I use the personal message and will keep doing so. It would be ideal if the program knew that it was a reversal and could automatically tweak the language to match the situation. The personal message is kind of after-the-fact (at the bottom) -- the first thing the customer sees is the subject line which states "Payment Receipt." Perhaps there's a way to forward this issue to the software engineers in case they would like to address it at some point.

Highlighted
Moderator

For QB Payments, the automated email sent to the customer for their credit card refund appears to be a sales receipt. Can I modify the wording?

@SquirrelGirl We're always looking for suggestions to make or products better.

 

You can submit that awesome feedback from your Merchant account. There is a Feedback link in the upper right hand side of the home page, just above your payments account number. Click the link and a window opens to allow you to submit feedback. 

 

The more requests are made for a particular feature, the better the chances of it being introduced in the future.

 

Stay safe and if you have additional questions, we're just a click away!

 

 

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