problem with a merchant services customer payment

Hello, CMB7.

I'll show a way on how you can get this sorted out.

Let's start by creating a clearing account. This is an account you use to move money from one account to another when you cannot move the money directly. Then, record a journal entry to apply the payment to the correct invoice.

If you don't have a clearing account, please check out the steps here

Once created, our next move is to record two journal entries.

Journal Entry 1:

1. Go to Company > Make General Journal Entries.
2. Fill out the fields 
3. On the first line, select Accounts Receivable from the Account drop-down.
4. Enter the amount of payment to transfer in the Credits field.
5. From the Name column, select the name of the customer you’re transferring payment from
6. On the second line, choose the clearing account from the Account drop-down.
7. Enter the amount of payment in the Debits column.
8. Hit Save or Save & Close.

Journal Entry 2:

1. Go to Company > Make General Journal Entries.
2. Fill out the fields.
3. On the first line, select the clearing account from the Account drop-down.
4. Enter the amount of payment to transfer in the Credits field.
5. On the second line, choose Accounts Receivable from the Account drop-down menu.
6. Enter the amount of payment in the Debits column.
7. From the Name column, select the name of the customer you’re transferring payment to.
8. Hit Save or Save & Close.

Finally, open the correct invoice and click the Receive Payments. Then, link the Journal Entries together.

In case the payment is already reconciled, you can check out the instructions in this article: Correct customer payments that have been deposited or reconciled.

Please let me know if you have more questions related to customers or need help with other task in your account. I'll be right here to help you out some more. Have a good day ahead.

Thanks for the response. I followed these steps, and the article about correcting reconciled payment deposits worked, but I still have E-Invoice Customer with a credit of the amount from the journal entry and the actual customer still showing a balance for the amount but no outstanding invoice so I assume that is from the journal entry, as well. How do I fix this?

Ok, ignore my last reply and see below.

So ignore my other reply. This is an absolute disastrous mess. The entire batch deposit disappeared, says its been recorded in merchant services, but doesn't appear in my checking account register. Other deposits from that time frame are affected, as well. The balances for E-Invoice Customer and my actual customer remain the way they were originally, and the original credit card transaction is sitting in merchant services waiting to be recorded. The only good thing to come from this whole situation is that the original invoice now says Paid. Yay. Yes, that is sarcasm. I have spent hours on this, made two phone calls to customer services where they couldn't help me but gave me another phone number to try. That robo phone sent me a link that took me to this forum. So I posted. And, now, here we are. What a mess. How do I fix this problem that QB created? I need real help.

I appreciate you for going through the steps above and for sharing an update with us, @CMB7.

I recognized how important it is to keep your accounts accurate. I want to ensure you get the best support available so this gets taken care of right away. I suggest reaching out to our merchant support team. 

I understand you've already contacted them. However, it would be best to reach out to them again so they can fix this. They have the tools to securely look into your account and investigate the disappearance of your deposits.

In addition, let me share this article for reference to learn more how QuickBooks handles your deposits: QuickBooks Payments FAQ.

When everything looks good, you might want to check out this article that can help you in keeping your accounts organized: Reconcile an account in QuickBooks Desktop.

You're always welcome to get back to me if you have any additional questions about your deposits. You can also add in reply if you have other QuickBooks-related issues. I'm always here to help you.

I am posting this as a warning to anybody else who has this problem. After speaking with 6 various QB customer service reps, the problems still remained and none of them could fix the situation. I gave up with them and managed to undo everything they had told me to do, and the situation is back to the original problem. Maybe I will try again, but I will probably either pay my accountant to fix this or live with the situation of mismatched credit card payment. Many hours of my life I will never get back. It shouldn't be this hard.

I have this exact problem and finding this thread is not encouraging. Did you ever have any luck solving this?

I'm having the same problem. Were you ever able to get this resolved?

I'd love to direct you to the best help available so this gets taken care of, @CW40.

Since you experienced the same situation, it would be best for you to contact our Payments team. They’re the only ones who can check the issue further and help you find more solutions.

You can use this information to connect with us: Contact Payments Support.

For more insights and tips about managing customer payments, check out this article: QuickBooks Payments FAQ. It contains instructions on how to handle payments account.

Moreover, you can bookmark this page to help ensure your records matches your accounts statements: Learn the reconcile workflow in QuickBooks. If you need to make changes or find a mistake in reconciliation, the said reference will help you out.

Don’t hold back to drop a comment below if you have any other questions or concerns besides payments. We’ll always be here to help.