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CatJones
Level 2

QuickBooks payments causes double entry

I use QBO to send invoices and one of my clients pays via qbo. When she pays it via QBO it is automatically marked as paid. But then when QBO finally deposits into my bank account it considers it another payment and she is given a credit. This happens every time she pays. I tried deleting the payment from QBO so as to count only the deposit but it won’t let me do that. This is very frustrating that it happens every time. I’m considering having payments not be made via QBO because of this which is silly! How do I fix this? 

Solved
Best answer October 10, 2020

Best Answers
MichelleBh
QuickBooks Team

QuickBooks payments causes double entry

This is not the kind of experience I want you to experience, @CatJones.

 

It's my pleasure to explain the possible root cause of the problem and provide steps also to get this fix as soon as possible. 

 

Your client's transactions may automatically mark as paid due to the following reasons.

 

  • The Automatically apply credits feature is On
  • There is a Credit recorded in QBO

 

To avoid and fix this situation, let's turn off the Automation features in your settings. Let me guide you how: 

 

  1. Go to the Gear icon at the top. 
  2. Choose Account and Settings, then hit the Advance button.
  3. Under Automation, click the Edit icon and turn off the Automatically apply credits
  4. Tap Done, then Save

There isn't an option in QuickBooks to delete or remove the payment once it's already processed.  I'd suggest contacting our Customer Care Team so they can help remove it using their tools.

 

Here's how: 

 

  1. Go to the Help menu, then choose Contact Us
  2. Type your concern in the description field and hit Let's Talk
  3. Select either Get a call or Start a chat
  4. Complete the required information, then submit the request. 

 

To ensure we address your concern promptly, please check out first our support hours and types

 

Browse through these articles that will help you manage your invoices and payments.

 

 

If you have any other concerns, don't hesitate to reach out to me. I'll be glad to help. Take care!

View solution in original post

4 Comments
MichelleBh
QuickBooks Team

QuickBooks payments causes double entry

This is not the kind of experience I want you to experience, @CatJones.

 

It's my pleasure to explain the possible root cause of the problem and provide steps also to get this fix as soon as possible. 

 

Your client's transactions may automatically mark as paid due to the following reasons.

 

  • The Automatically apply credits feature is On
  • There is a Credit recorded in QBO

 

To avoid and fix this situation, let's turn off the Automation features in your settings. Let me guide you how: 

 

  1. Go to the Gear icon at the top. 
  2. Choose Account and Settings, then hit the Advance button.
  3. Under Automation, click the Edit icon and turn off the Automatically apply credits
  4. Tap Done, then Save

There isn't an option in QuickBooks to delete or remove the payment once it's already processed.  I'd suggest contacting our Customer Care Team so they can help remove it using their tools.

 

Here's how: 

 

  1. Go to the Help menu, then choose Contact Us
  2. Type your concern in the description field and hit Let's Talk
  3. Select either Get a call or Start a chat
  4. Complete the required information, then submit the request. 

 

To ensure we address your concern promptly, please check out first our support hours and types

 

Browse through these articles that will help you manage your invoices and payments.

 

 

If you have any other concerns, don't hesitate to reach out to me. I'll be glad to help. Take care!

View solution in original post

CatJones
Level 2

QuickBooks payments causes double entry

They didn't delete the account but we were able to cause the double transaction to match correctly.  Thank you for your help!

CatJones
Level 2

QuickBooks payments causes double entry

This is still happening.  I have two more payments that are double counted - payment to intuit counts as payment of the invoice.  Deposit from intuit into bank is counted as a credit with unapplied funds.  I can't find a way to stop this from happening which is beyond frustrating.  And the automation is turned off.

jamespaul
QuickBooks Team

QuickBooks payments causes double entry

Hello, CatJones.

 

I appreciate your update regarding the issue. I also get frustrated whenever a problem keeps happening.

 

Since this is still happening even after turning off the automation, I recommend contacting our QuickBooks Payments support. I'd like to take a deeper look at the system. However, it requires me to access your account details (which we're unable to do in a public environment).

 

That said, the Payments team can use their tools to review the deposit mapping for that particular client. Follow the steps provided by MichelleBh to contact them.

 

Though, you can also contact our Payments team through the Merchant Services Center. Here's how: 

 

  1. Log in to https://merchantcenter.intuit.com/.
  2. Click the Support tab.
  3. On the new window, enter something like "Client deposits keep getting double-counted" in the box.
  4. Click Search
  5. Select either Chat with us or Have us call you

 

support1.PNG support2.PNG

 

After dealing with the double entry, do you need help reconciling your Payments transactions in your bank account? Please check this article for a guide on the workflow: Reconcile an account in QuickBooks Online.

 

You can still visit the Community space if you have other concerns. Post a new thread or reply to this post, and I'll help you out. 

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