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Suz E Q
Level 1

Merchant Services

My Merchant Service receipts are not showing on the customer's account NOR my checking account BUT they are hitting my actual bank account.  This has been happening since March 10, 2020.  I need to send Statements but I have all these customers with unpaid balances that they have actually already paid!


3 Comments 3

Merchant Services

@Suz E Q Welcome to community.


Since you are seeing funds deposit into your bank account, can you tell me how you process credit cards/ACH payments?  Do you process directly through the Merchant Service Center website?  Do customers pay through an e-invoice? 

Level 1

Merchant Services

I have the same issue today 4-8-20 (only this one so far). Payment was processed through QB Merchant Services through e-invoice. I see the confirmed credit card payment in the Merchant Service Account,

however the invoice shows unpaid (payment was not received on the invoice). Hold time is over an hour at this time and I need to get product to my client...need to confirm this. Do I use Capture Authorized Funds?

QuickBooks Team

Merchant Services

Hi there, Zeb1.


We have limited staffing as of the moment due to the ongoing COVID-19 pandemic. This is the reason why our wait time is a little longer than usual. 


Also, you only need to use Capture Authorized Funds if you're still about to charge the funds that were already authorized. 


In the meantime, you can manually apply the payment to the invoice so you can send the product to your client. Follow the steps in this article on how to do that: How to record merchant service deposits.


The Community is always here if you need anything else. 

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