Merchant Services created a new Customer & applied a payment to them

windylou · ‎August 10, 2020

Merchant Services created a new customer named Quickbooks Customer & applied a payment to them. The same payment was also applied to the actual customer as well. Actual customer showing zero balance, Quickbooks Customer showing -$1601.83. Can't get anyone on the phone. Wasted an hour chatting with someone that kept asking me if the invoice was listed on the deposit. Very frustrated that I can't actually speak with someone over an issue THEY created. Any help is appreciated. Quickbooks Desktop Premier 2020

MaryLurleenM · ‎August 10, 2020

Welcome you to QuickBooks Community and thank you for using Merchant Services, windylou.

I know that this hasn't been easy for you and your business. I'll make sure that you can get rid of the duplicate payment.

Usually, when the merchant transaction cannot find the same customer name in QuickBooks, the default payee will be QuickBooks Customer. To ensure that your records are accurate, we'll have to delete the duplicate payment. I'll show you how:

Select Customers from the top menu bar.
Choose Customer Center.
Locate and click QuickBooks Customer, then select the duplicate payment from the Transactions tab.
Click the Delete icon, then select Yes to confirm the changes.

If you're unable to delete the payment, I'd recommend getting in touch with our Merchant Services Team .This way, we'll be able to pull up your account in a secure environment and make the necessary adjustments right away.Additionally, here are some articles that you can read to help manage your customer payments in QuickBooks Desktop:

If I can be of any additional assistance, please don't hesitate to insert a comment below. Assistance is just a post away.

windylou · ‎August 12, 2020

I can't just delete it. I also can't get in touch with the Merchant Services team, other than chatting. The person on the chat was less than helpful. Even on the chat, they were telling me that there was a selection for a phone call, but there wasn't. I've emailed, chatted, everything you can think of to get someone to call me & still nothing. This is kind of a big deal & the fact that I can't get anyone to help fix their mistake is beyond frustrating. The payment wasn't under anyone else's name, the card was in the customers name, paid directly from their invoice. If anyone knows how to actually speak to someone over there, I'd love to hear it.

MirriamM · ‎August 12, 2020

Hello again, windylou. I appreciate all the things you've done to resolve the issue.

I love to pull up your Merchant Service account and trace the payment so I can change it to the correct customer. However, since this is a public forum, I’m unable to provide details in regards to concerns related to this. I recommend reaching out to our Merchant Services Team once more for assistance in verifying the payment. They can check your account in a secure environment and make the necessary adjustments right away.

You can check out this article which you may find helpful in the future: Record Merchant Service Deposits.

If there's anything else I can do for you, keep in touch with me. I am always happy to help. Thanks for reaching out, wishing you all the best.

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Merchant Services created a new Customer & applied a payment to them