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redoaklandscape
Level 2

Customer credit card payment from emailed invoice keeps posting as e-invoice customer

A customer made a credit card payment to their e-mailed invoice online through Intuit's servers and their payment posted to the wrong account. Their payment somehow got posted to an "E-invoice customer" account and the customer's account balance is incorrect. It still lists them as having a balance for that paid invoice, but the e-invoice customer account has a credit balance. 

 

For some reason whenever I try to change the payment to the correct account by deleting the deposit and posting the payment to the customer's account the software automatically updates it back to the e-invoice customer account whenever I update my credit card payments window. 

 

Any help is appreciated. 

1 Comment 1
FritzF
Moderator

Customer credit card payment from emailed invoice keeps posting as e-invoice customer

Welcome back to the Community, @redoaklandscape.

 

Since you already tried to delete the deposit and post the payment to the correct customer's account and the issue persists, I highly suggest contacting our Merchant Support team. They have tools such as screen-sharing (remote access) that can pull up your account in a secure environment and check the cause of this odd behavior. They're also able to perform other troubleshooting steps to fix this for you.

 

Refer to this article and proceed to the QuickBooks Desktop with Payments to get their most updated contact information: Contact Payments Support.

 

Just in case, I'll add this article for future reference: Automatically record QuickBooks Payments bank deposits.

 

Please let me know how it goes or if you have any other issues in the comment section below. I want to make sure everything is taken care of for you. I'm always here to help. Have a wonderful day!

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