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Level 1

Payment disputed two days after it cleared

Hello, We had a customer's payment that went thru on 4/2 and then 2 days later it was said to be disputed and they took the money back out of our account and gave us a $10 fee. Does anyone know how I can figure out what happened?

Supposedly the customer says he talked to his bank and it cleared on their end.

3 Comments 3
QuickBooks Team

Payment disputed two days after it cleared

Glad to have you here in the Community, @SkinnerLandscape.


I want to ensure that your QuickBooks Payments concern will be addressed accurately so let me point you in the right direction.


In situations like this, I'd suggest getting in touch with our Merchant Services Department. This team is the best resource for such inquiries as they're able to pull up your account securely while the Community is a public space. Once they have your information, they are able to determine the main reason why your customer's payment was deputed after 2 days of being cleared out from the bank.


Also, here's a helpful article that you can check out about charge back in QuickBooks Desktop for your future reference: What is charge back? 


This should get you in the right track.


Please know that I'm just a reply away should you need anything else about QuickBooks Payments. I'd be happy to help. Take care.

Level 1

Payment disputed two days after it cleared

would be great if quickbooks would remove the payment from the books. I have been searching nonstop for an article explaining how to remove the payment after its been "processed". When your system gets a chargeback. You need to fix our books also dummies! Now, my books show we have received the disputed money and I cannot remove this payment without errors

QuickBooks Team

Payment disputed two days after it cleared

Hello, mikehaldie.


I'm with you on this one. I agree that it would be a lot easier to have the system handle chargebacks automatically to your books. I also appreciate your time and effort to find solutions on handling this. With that said, I'll show you a step-by-step process on recording chargeback transactions. 


You'll want to create a credit memo to record the disputed money (denotes that the payment has been returned). Then, let QuickBooks automatically issue a refund check to close the transaction. Here's a step-by-step process:


  1. Click the Customers menu, then choose Create Credit Memos/Refunds.
  2. Choose the customer's profile under CUSTOMER:JOB.
  3. Under ITEM, choose the product or service that the customer purchased. 
  4. Enter the total disputed amount under AMOUNT.
  5. Add other details for the chargeback credit memo.
  6. Once done, click Save & Close.




After saving and closing the credit memo transaction, QuickBooks will automatically prompt you with three choices. You'll want to select Give a refund, then fill out the refund form. 





This will automatically create a check transaction in the customer's profile. The credit memo we just created will be linked to it. 


This process will decrease the amount from your bank account and close out any balances for your Accounts Receivable register. Here's an example of what's happening behind the scenes: 




I'd also recommend checking this article if you need further assistance handling chargebacks for QuickBooks Payments.


You can browse for a wide range of topics with articles in our general support page. Give them a try if you need help with other processes. 


This covers the process on how you would record chargebacks in QuickBooks Desktop. Don't forget to visit us again if you have more questions about handling transactions or the software itself. 

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