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starklogic01
Level 1
posted
‎September 15, 2022 09:07 AM
last updated ‎September 15, 2022 9:07 AM

Problems with Disputed Payments - Bank Shows Paid

I am using the Intuit Merchant account to process payments.  On three occasions now, I have had Quickbooks tell me that a customer's payment was declined due to insufficient funds.  On all three occasions, the bank shows the payment went through fine and the customer has no notes on their account.  These are different banks and different companies. 

 

So, Quickbooks reverses the payment and takes money back out of our account with fees and then the customer doesn't pay again because they show the money already taken from their account.  Quickbooks online chat support is worthless because they just say that the customer didn't have funds while everyone else says the payment was successful.  WTH?

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1 Comment 1
AileneA
QuickBooks Team
QuickBooks Team
‎September 15, 2022 10:56 AM

Problems with Disputed Payments - Bank Shows Paid

Hi there, starklogic01. 

 

I understand you're in a tough spot here and I believe that this is not easier since this involves money and time. 

 

With that said, we'd like to turn the tables around so you can get your money back. 

 

In order for us to rectify the misunderstanding and help you with the dispute payments, we'll want to give our Payments support another chance to look into this problem. I'd like to do it here, but I'm unable to access sensitive payment information in a public space.

 

We can use this article for the contact details: Contact Payments or Point of Sale Support.   

 

I'd also like to share this reference that you can read through about processing payments in QBO in case you need it in the future: Learn how to process payment in the Merchant Service Center.

 

Should you need anything else about this or with QuickBooks, let me know. I'll make sure you're all set. Have a nice day!

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