Customer credit card declined - recurring payment - need to reset to invoice.

Hi there, kinsey1.

The amount in the statement are based on the status of the invoice or other sales transactions. If the invoice is tagged as fully paid, even if the actual payment was declined, the balance due would show zero. 

You'll want to void the invoice and recreate them so the balances would go back to the correct amount. Then, create a statement or resend the invoice so they can reprocess the payment. Follow the steps in this article on how to do it: Void or delete transactions in QuickBooks Online.

In addition, let me share a couple of Help guides to share additional details about declined customer payments:

• Fix customer's declined credit card payments
• Why is my customer's card declined?

We've also taken note of your feature request. While we can't really say when a new feature will be rolled out, you can visit this link to see the latest updates: https://www.firmofthefuture.com/product-industry-news/product-updates/.

Visit us again anytime you need more help. 

Hi JenoP,

Thanks for the reply. It's very much appreciated.

I have a couple of questions/concerns about voiding the current sales receipts that I hope you can help answer for me:

1) Will voiding the sales receipts result in me having to create new invoices with new invoice numbers? My concern here is that the customer has already received receipt/statement #1234 (which from their perspective looks like it was paid in full) and then they will receive another invoice (#7890) Naturally, I have made them aware of the credit card declines but only verbally - my concern is wanting to ensure invoice numbers match - especially since this is being applied to an existing purchase order. After all, all along they have an invoice #1234 that shows they already paid for the services I am charging them for again with invoice #7890. 

2) If I do void the sales receipt, which looks like my only option, will the client get notified that it was voided for their documentation? 

3) Since these were originally set up as recurring transactions, if I void them, will this not set their statement to $0 owed? 

4) Even now, if I run a statement for the client, it shows '$0 Owed' - why doesn't the system recognize that the payment failed and that there is still a balance due? After all, payment failed does not equal paid.

5) On the link you sent me on voiding statements reads the following:
"Note: If you void an invoice, QuickBooks does not void any payment that you’ve recorded for the invoice. You can apply the payment to a different invoice."

That makes me question how a 'payment failed' payment will be treated - is the system going to now place a credit within the clients account? After all, the system is showing the payment was made.

I admit, I am a little frustrated at the system, and I might be missing something but it seems like I am being asked to void/delete and recreate invoices when the system should be able to easily handle this not too uncommon business scenario. 

If the customer was willing to just update their credit card then it wouldn't be a big deal - I could update and then reprocess. But since their credit cards were compromised they are now wanting to reconcile by check for the time being - so I am looking at the best way to handle this scenario and I greatly appreciate the advice before I mess up my books or even worse, the clients.

Thanks for the details, kinsey1. Let's break down your concerns.

For your first concern, we don't need to create a new invoice. Instead, we can recreate the Sales Receipt and customize its number the same as the voided one. You can do that by turning on the Custom Transaction Number option. I'll show you how:

1. From the Gear icon, select Account and Settings.
2. Go to the Sales tab.
3. Click the pencil (edit) icon on the Sales form content section.
4. Tick the Custom transaction numbers box.
5. Click Save, and then Done.

Afterward, on your Sales Receipt page, edit the Sales Receipt no. field.

For your second concern, your clients will not be notified once you've voided the transaction. However, you can ask them to just disregard the Sales Receipt.

Then for your third question, the Sales receipt is a posting transaction. When you void it, the payment will also be voided thus, your clients' statement will be $0.

As for your fourth and fifth concerns, when the payment is failed, the system will recognize it as not valid. As my colleague shared above, we can delete and recreate the transaction.

When doing so, you'll have the option to enter and save their new credit card information.

For more information about the custom transaction number and recurring transaction, you can check these articles:

• Create recurring transactions
• Custom Transaction Number

There you have it, kinsey1. Feel free to get back to me if there's anything that I can help you with. Stay safe!