Hi there, @Fire2022.
Thanks for reaching out. I hope your Friday is going great so far.
To clarify, are you using our QuickBooks Payments program to receive credit card payments? If so, when a customer disputes a charge, the financial institution notifies QuickBooks Payments. The process will depend if it's a retrieval request or a chargeback.
Sometimes a retrieval request will come before a chargeback. A retrieval request is a request from the card-issuing bank for documentation about the sale. A common reason for a retrieval request is that the cardholder doesn't recognize the charge.
Chargebacks can happen for a variety of reasons. They may result from a mistake, fraud, or an unhappy customer.
As a merchant, you may have the option to respond to a chargeback. This response is known as a rebuttal. You'll receive an email with instructions and deadlines. Within the email, you'll have a case number, fax number, etc.
For additional information about this process, check out Handle Chargebacks for QuickBooks Payments.
However, if you want to delete the payments, you can use the steps I've included below. Please know that it's always best to consult your accounting professional before making any changes to your account. If you don't have an accountant, don't sweat it. You can find one here in our Resource Center.
- Open the customer payment window.
- At the top of the payment on the toolbar, hit the Delete button.
If you receive a warning that the payment has been deposited, you'll first need to delete it from the deposit. Here's how:
1. Open the affected invoice.
2. There are two tabs on the right panel of the Create Invoices window.
3. Go to the Transaction tab.
4. Under RELATED TRANSACTIONS, it will show the deposit you use as the payment.
5. Click the deposit transaction. It will open the Make Deposits window.
6. Tap on Edit at the top menu, and select Delete Deposit (Ctrl + D).
7. Hit OK to confirm the action.
That should do it. Please let me know if you have any questions or concerns. Take care!
