I know a way on how to handle this in QuickBooks Online, MRPERFORMANCE. When a payment gets disputed, don't issue a credit to your customer’s card or any other type of refund. I'm here to show you the correct process. Once a customer disputes a charge, the financial institution notifies QuickBooks Payments. Then, QuickBooks checks for the credits when receiving the disputed payment. I've listed below the cases where we can't match the payment to the credit: If the sale and refund amounts are different.If you issue a credit to the card after the dispute has already been posted to your account. If this happens, send a copy of the credit issued to the card or proof that a refund was given (such as the front and back copy of the cashed refund check).If you issue a refund outside of your QuickBooks Payments. If this happens, send proof of that payment to us. You are given an option to respond if an amount is disputed. To learn how, please see this article: Handle Chargebacks and Retrieval Requests for QuickBooks Payments. Then, go to Step 2: How to respond and select Respond to a Chargeback. I also suggest browsing up to Step 4 to ensure everything is handled properly. To avoid this in the future, I encourage checking out this article for the detailed steps: Prevent Future Chargebacks. I'm only a post away if you need more help in managing the disputed amount. It's always my pleasure to help you out again.

Question

A costumer disputed some charges the job was done

Forum|Forum|5 years ago
February 23, 2021
15 replies
53 views

No text available

QuickBooks Online

C

CharleneMaeF

QuickBooks Team

I know a way on how to handle this in QuickBooks Online, MRPERFORMANCE.

When a payment gets disputed, don't issue a credit to your customer’s card or any other type of refund. I'm here to show you the correct process.

Once a customer disputes a charge, the financial institution notifies QuickBooks Payments. Then, QuickBooks checks for the credits when receiving the disputed payment. I've listed below the cases where we can't match the payment to the credit:

If the sale and refund amounts are different.
If you issue a credit to the card after the dispute has already been posted to your account. If this happens, send a copy of the credit issued to the card or proof that a refund was given (such as the front and back copy of the cashed refund check).
If you issue a refund outside of your QuickBooks Payments. If this happens, send proof of that payment to us.

You are given an option to respond if an amount is disputed. To learn how, please see this article: Handle Chargebacks and Retrieval Requests for QuickBooks Payments. Then, go to Step 2: How to respond and select Respond to a Chargeback. I also suggest browsing up to Step 4 to ensure everything is handled properly.

To avoid this in the future, I encourage checking out this article for the detailed steps: Prevent Future Chargebacks.

I'm only a post away if you need more help in managing the disputed amount. It's always my pleasure to help you out again.

C

cjjdelay

Hello: Please help. I got an email from QBooks Intuit stating one of our customers disputed a charged. I called the customer and he said the card had been compromised and gave me a new card for the monthly auto charge. When I went into my Qbooks to reverse that charge it wont accept the reversal because the customer cancel that credit card. Please make me clear this up. I followed the link on the email they sent and it did help.

Case# [Removed]

Merchant Acct [Removed]

Business name Cost Management Solutions

Address QBooks sent the email to: [email address removed]

Thank you

Cindy

J

JonpriL

Level 9

Hello there, @cjjdelay.

I'll help share details about how you're able to reverse a charge taken out from a customer's card in QuickBooks Payments.

With QuickBooks Payments, the option to reverse a charge from a customer card must take place using the card it was taken out of. Use this article to read and learn more about how to reverse a charge: Void or Refund Transactions in QuickBooks Payments.

Additionally, I still recommend contacting our QuickBooks Payments Team. Even if you've already reached out to our Customer Care Support, I still recommend contacting them so that one of our specialists can discuss how you update the customer's card on file. Use this link for the contact information: Contact Payments Support.

Lastly, the following references below may also help you understand what are the common questions asked and the corresponding answers while processing other types of payments in QuickBooks:

I'm just a post away if you have any other questions about credit card payment processing in QuickBooks. I'll be around to help you out.

M

Mklynch

Quickbooks is sorely mismanaged by morons. They are not protecting small businesses. They awarded charges to the customer on rendered services with signed authorization they agreed to pay yet cited that there was no authorization. They outsource their work to a bunch of morons.

J

Jagdeep khosa

The total invoice for the customer is $2,526.20. Since the job was completed in full, Customer chose to split the payment—$1,200 via e-transfer and $1,326.20 by credit card, which he has now disputed.
It is not fair to the service provider to dispute payment after services have been rendered in good faith and as agreed.

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