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bethtandc
Level 1

Merchant Services

We just started with Merchant Services and are not able to automatically match and download customer credit card/bank payments.  I spent some time on the phone with a rep who was very helpful.  She in turn spoke with a tech.  I was VERY disappointed to hear that there is no solution to our issue.  They told me that the customer's name in Quickbooks needs to match the customer name on the credit card.  In Quickbooks, we have the customer name set up as Last Name, First Name (for so many reasons).  Credit cards typicially have First Name, Middle Initial, Last Name.  I tried removing the comma between the names and also changing the customer name to First, Last and neither worked.  I also went to online help before calling support and realized that this problem is not a new problem, I saw posts from a couple years ago.  If this is truly the issue, I would think that there is or should be a solution in the works.  If this is NOT the issue, I would appreciate knowing how we can automatically match customer payments to invoices and what we are doing wrong.  Thanks!

 

Solved
Best answer March 12, 2018

Best Answers
SophiaAnnL
Moderator

Merchant Services

Good day, bethtandc.

 

First of all, I'd like to welcome you to QBCommunity and thank you for using Merchant Services. I'm here to help you with what you need.

 

You're right. The posts you saw on our online page are correct. You would need to manually record transactions and fees which come from the Merchant Service Center. This is to ensure that the amount in QuickBooks matches the amount on your bank statement.

 

For more details on how this works, allow me to share these helpful articles with you:

Your feedback means a lot to us. Please let our product developers know that automatically matching your customer's credit card payments is something you'd like to do in QuickBooks. This will make them aware of how you'd like the program to work.

 

Here's how:

  1. Click Help at the top.
  2. Select Send Feedback Online.

We appreciate your time for visiting us today. Please let me know if you need more help.

View solution in original post

18 Comments
SophiaAnnL
Moderator

Merchant Services

Good day, bethtandc.

 

First of all, I'd like to welcome you to QBCommunity and thank you for using Merchant Services. I'm here to help you with what you need.

 

You're right. The posts you saw on our online page are correct. You would need to manually record transactions and fees which come from the Merchant Service Center. This is to ensure that the amount in QuickBooks matches the amount on your bank statement.

 

For more details on how this works, allow me to share these helpful articles with you:

Your feedback means a lot to us. Please let our product developers know that automatically matching your customer's credit card payments is something you'd like to do in QuickBooks. This will make them aware of how you'd like the program to work.

 

Here's how:

  1. Click Help at the top.
  2. Select Send Feedback Online.

We appreciate your time for visiting us today. Please let me know if you need more help.

View solution in original post

emmrgibs
Level 1

Merchant Services

I, too, have been told there is nothing Quickbooks can do. A huge selling point to migrating to this software was how it "auotmatically" matches credit card payments and marks invoices "paid". I have been using qb for a year and would say 95% of every payment made either Credit Card, or ACH, will not match. Very frustrating and if there was an option to leave Quickbooks, I would. When a customer is setup as a business, it will never match the individual name on a credit card. This can't be the answer.

jeanstein
Level 1

Merchant Services

This is not true.  All of my (over 2,000) customers are listed Last, First and my Merchant Service credit card payments have been processing automatically.  I have been assuming they are matching on Invoice number.  If your payments are not matching, the problem is somewhere else, not with how your customer names are listed.  Try checking your Accounts Receivable.  If you have more than one AR account, it only looks at the first one in your chart of accounts. If it can't match your invoice in that AR account, it will give you that error.

 

I do understand your frustration, though.  Quickbooks tech help is terrible.  Every time they do an update, it causes more problems and no one seems to be able to help with a solution. 

CrisIben
Level 1

Merchant Services

Is there a phone number where I can actually speak with someone regarding a payment that has never been posted to my bank account?

 

JaneD
Moderator

Merchant Services

Hi there, CrisIben.

 

Payments you process by 3 PM PST will be deposited to your account in 2 to 3 business days. Otherwise, they'll be counted with the next day's payments if you processed it after 3 PM PST.

 

If you'd like to speak with one of our experts from our QuickBooks Payments Support Team, you can reach them through this link: Contact Payments Support. They can pull up your account and trace the payment transaction.

 

In case you want to record a credit card payment your processed outside QuickBooks, refer to these articles: 

 

We're here anytime you need assistance with any QuickBooks-related concerns. Have a wonderful day.

Jimcassidyconstruction
Level 1

Merchant Services

I need a person to speak to concerning my merchant services account 

GlinetteC
Moderator

Merchant Services

Thanks for joining this thread, Jimcassidyconstruction.

 

I'd be glad to route you to the merchant support available to assist you with your merchant account concerns. 

 

To speak with one of our agents from the QuickBooks Merchant Support Team, please check out this link: QuickBooks Online with Payments & Merchant Service Center. I also encourage you to review some of our commonly asked payment questions through this article: QuickBooks Payments FAQ.

 

I'd appreciate it if you'd update me on how the call goes. I want to make sure this is taken care of.

emmrgibs
Level 1

Merchant Services

Just an update in case anyone sees this-

 

So the issue was in fact because we have 3 accounts receivable accounts. Our standard A/R, A/R for retainage, A/R for dumping "deposit" invoices into. Long story short without going into "why"....we had to do away with 2 of the A/R accounts. either altogether or change the classification to "other asset" and not a true AR account.

 

Support did not help with this solution- and they had not idea that would cause issues. Either way, glad it worked, unfortunate we have to do a work around however....

jessforeman
Level 1

Merchant Services

Thanks for this. I have a feeling this will fix our issue with matching as well. Did you simply make those other AR accounts inactive?

Rjpplumbing1
Level 1

Merchant Services

I am looking for a merchant representative contact option to where I can speak with a person about a payment that is being held on their end I have talked with customer service and they told me that this is my next step but trying to navigate this app has proven to be a lot harder than I expected if somebody could please reach out to me right away would be much appreciated because I have money being held up for absolutely no reason this needs to be resolved right away

 

Ryan_M
QuickBooks Team

Merchant Services

Hi @Rjpplumbing1,

 

I'll point you in the right direction for support about your concern with a customer payment.

 

My colleague @JaneD shared the link above for instructions on how you can contact our Merchant Services support. I'll share it here, in case you missed it: Contact Payments Support. Different steps are listed, which depend on the type of product you use.  

 

I suggest you open this article as well: Process payments in the Merchant Service Center. You'll find steps on how you can process a credit card and an eCheck. 

 

Leave a comment below if you have other questions. I'll get back to you as soon as I can. 

henry-bruce
Level 1

Merchant Services

Payments are not getting applied to customer invoices.  Apple Pay payment do not seem to be hitting my bank account

 

jamespaul
QuickBooks Team

Merchant Services

Hello, Henry Bruce. 

 

Happy to help out! I'll make sure your Apple Pay payments are properly applied to your customer invoices. 

 

When you say that the payment didn't hit your bank account, did you mean that it wasn't deposited yet? If so, Apple Pay payments take a little while to process. Deposits will appear in your account on the next business day. After that, they will be automatically applied on the open invoices in QuickBooks Online. 

 

Important information regarding the Apple Pay service can be found here: Frequently asked questions about Apple Pay and QuickBooks.

 

If this isn't the case, then are those transactions from the previous weeks? If so, then this might be caused by a reported issue with Apple Pay. We ran into a problem where payments didn't automatically apply on customer invoices. This was already fixed by our engineers. 

 

Since you're still having the same issue, you'll want to manually apply those payments. Here's how: 

 

  1. Click the + New button.
  2. Choose Receive payment.
  3. Add the customer from the Customer drop-down list.
  4. Check the invoice under the Outstanding transactions section.
  5. Tick the unapplied payment transaction under Credits
  6. Add memo, reference number and other important details.
  7. Once done, click Save and close

 

receivepay1.PNG

 

receivepay2.PNG

 

Do this until all invoices are paid and accounted for. 

 

Also, I'd recommend contacting our Merchant Services. Our agents will be able to check the system and ensure those future payments will be applied to the invoices automatically. Here's how: 

 

  1. Click the Help icon at the top. 
  2. Hit the Contact Us button.
  3. Enter something like "Apple Pay payments not applying to customer invoices" or similar.
  4. Proceed with Let's talk.
  5. Choose how you want to reach us (phone or chat). 

Need help managing your Payments account or service? You can visit our QuickBooks Payments general support page with articles. If you need help with QuickBooks Online processes, simply select it from the Topic for section to change the product. 

 

Do you have other future questions regarding your Payments account or QuickBooks Online in general? Add your reply to this thread and I'll help you out. I hope your week is going great. 

dthureson
Level 1

Merchant Services

What is going on with Merchant Services. I'm a CPA and have been a Pro Advisor  for many years. A new client who I encouraged to use Intuit Merchant Services (something I will never do again), has been waiting over 9 days to receive funds after processing his first credit card. I've been speaking with Merchant Services for two days, I can't even get a supervisor on the phone. The client has supplied all requested records. We understand security issues, but this is unacceptable. I would suggest that client's should consider working directly with their bank first, before relying on Intuit.

Trish Rink
Level 1

Merchant Services

How do you get an increase in your credit card transaction limit?  The limit we were given won't cover 1/2 of 1 invoice in a month.

 

Thanks,

Trish Rink

MariaSoledadG
QuickBooks Team

Merchant Services

I appreciate how you want to increase your credit card limit, Trish Rink.

 

Currently, requesting an increase in your credit card limit isn't possible. Each merchant's processing limits are determined by Intuit.  Accounts are reviewed and limits may be increased based on a variety of factors, but that is done internally on an account by account basis.

 

Each merchant's processing limits are determined by Intuit.  Accounts are reviewed and limits may be increased based on a variety of factors, but that is done internally on an account by account basis.

 

Here's an article you can read for your future reference: QuickBooks Merchant Services or QuickBooks Online Support - Who Should I Contact for Help?

 

Feel free to reach out to us if you have any questions. I'll always be here to help.

Elia1
Level 1

Merchant Services

Good morning,

 

We are trying to find out status on a disputed payment also called chargeback. We have a case #[removed] and all documents were submitted by respond date. 

Could you please provide us with a contact number or email where we can find out when can we expect money to be deposited into our account?

Thank you.

Frank Garcia Landscaping, Inc.

[email address removed]

407-330-2070

RCV
QuickBooks Team
QuickBooks Team

Merchant Services

Thanks for checking in with us, Elia1.

 

I appreciate you for contacting our support and submitting the documents. If this is something to do with chargebacks and retrieval requests for QuickBooks Payments, once you send your documents, it can take up to 90 days for the card issuer to reach a decision. Then, we'll send you a decision letter by email. 

 

If the issuing bank decides you can't dispute the chargeback, you’ll receive a no recourse notice that explains why. The bank makes its decision based on the evidence presented by both you (the merchant) and your customer (the cardholder). To learn more about this one, see the Handle chargebacks and retrieval requests for QuickBooks Payments article. 

 

If you need further assistance about this one, I'd suggest contacting the QuickBooks Payments Support Phone Team. They'll pull up your account in a secure environment and help you with this one. Then, provide the reference number to the gent for the to review the case. To ensure we address your concern, our representatives are available from 6:00 AM to 6:00 PM on weekdays and 6:00 AM - 3:00 PM on Saturdays, PST. See our support hours and types for more details about this one. 

 

Visit our QuickBooks Payments page for more insights about managing your customer payments on your account.

 

I'm just one post away if you need a hand with processing customer payments or any QuickBooks related. I'll be here to ensure your success. You have a good one. 

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