customers being charged twice

There are other threads, saying the same thing.  Sounds like it is an Intuit thing, but of course, Intuit is oblivious and, of course, not wanting to take repsonsibility Nor are they letting their people here, that help with the threads, know anythihng is up.  

Here is a link to one other thread I saw.

https://quickbooks.intuit.com/learn-support/en-us/payments/customer-support-is-not-only-non-existant...

I've also been having the same problem today. I have had two customers call me and say we charged their card twice yesterday on 9/14. My merchant account also says we only have the one charge. Looking for some assistance on how this will be resolved so I can assist my customers.

I also have a BRAND NEW customer pay me yesterday $1800.00 - and then i receive an email that their account has been charged that amount TWICE.  My credibility with this new customer is in the tank  because I have no information to provide them.... My Merchant deposits only show 1 Deposit - my bank shows nothing but the 1 deposit - but now my customers checking account is overdrawn because of this transaction and I will likely have fees to reimburse them for.... I haven't been able to find a phone number to call - just a help forum with FAQ.  Anyone have any information on what is going on?????

We are also victim of this incident. My customers are getting so frustrated and calling my company scammers and leaving multiple negative reviews. I explained to them this is not our fault. 

I'm expecting a lot of chargebacks .,

Thanks for bringing this attention to us, @strickland1 and @2000yearsago.
 

 As of this moment, we're having an open investigation about the credit cards being charged twice. Our product engineers are aware of this issue and are now working hard to fix this the soonest.
 

For now, I'd recommend getting in touch with our Payments Support Team. This way, they can add your account details to the list of affected users. Rest assured, you'll receive an email notification once get this sorted out. You can connect with us through this link: Contact Payments Support.

I also encourage checking our support hours first to ensure that we address your concerns time.

In addition, I've included an article that you can read to know when QuickBooks deposits invoice payments into your bank account: Find out when QuickBooks Payments deposits customer payments.

If I can be of any additional assistance, please don't hesitate to comment down below. Stay safe and healthy.

When is this issue of the customers getting charged twice going to be resolved. Customers are pissed. 

We have also had this incident. It has put a couple of our customers in the negative. All double charges on 9/14. 

I have also been receiving calls and emails regarding the double charge from customers who paid on 9/14.  It would be nice if quickbooks would give us more details to share with our customers on how and when this will be resolved and what caused it.  I am guessing they ran the file twice for that day but how to proceed with our customers would be helpful.

What is going on?  I have had 2 customers  that paid via credit/debit card on the same day 09/14/2020 & they have called and stated they were charged twice.  It is not on my end as I did not run the card twice & my merchant center report only has their original transaction. This looks very bad on my business side and my customers are NOT happy!  What is Intuit going to do to resolve this and make sure my customers know I did not charge them twice. 

Hello everyone, 

I appreciate you for joining the thread. Allow me to share some updates about the duplicate charges.

As mentioned by my colleague above, we recently opened an investigation about this problem (INV-50348), and our product team is working to resolve this issue. 

I recommend contacting our support team to be added to the investigation. This way, you will be added to the affected user list and will be notified when this is resolved. The Payments Team will need a list of the duplicated transactions once you're added to the affected user list.

While they perform the reversing process, please avoid making any refunds to your customers. The lead time for these funds to go back should be 1-3 business days.

Here's how to reach them: 

1. Go to Help (?) at the top, then select Contact Us.
2. Enter your concerns.
3. Click Let's talk.
4. Choose the best way to connect with support (Callback, Chat, Etc.).

Please do let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care and thank you for your continued patience. 

I cannot find this option at all in my account

1. Go to Help (?) at the top, then select Contact Us.
2. Enter your concerns.
3. Click Let's talk.
4. Choose the best way to connect with support (Callback, Chat, Etc.).

I am also having a similar problem. Five of our clients have been charged twice. The system indicates that the invoices have been paid, but do not show any additional payments. Waiting to see if this is going to be resolved, but the clients are not happy. They have sent me copies of their bank statements showing that they have been charged twice.  Since it has happened in five separate instances, it does not appear to be user error. 

 A response would be appreciated and/or an acknowledgement of the problem and that it is being worked on would be fantastic.  

Bobby  

Thanks for joining this thread, @2000yearsago and @Bobby O.

For your concern, @2000yearsago let's perform some troubleshooting steps so you can reach out to our Technical support team. First, let's access your QBO account in a private window. This will prevent storing cache and cookies that might cause problems when running Intuit sites.

Once signed in, follow the steps you've mentioned above.

If this works, go back to your regular browser and clear the cache. This will help to refresh your browser's background processes. If you experience the same thing, I suggest using another supported browser. It could be that the one you're currently using has a temporary issue with QuickBooks. 

For your problem, @Bobby O I've checked your concern and found out that there's an ongoing investigation (INV-5034) about the credit cards being charged twice. Rest assured that our engineers are currently investigating and working on an immediate fix.

In the meantime, I suggest contacting our Support Team to give your account information so they can add you to the list of affected users. Once added, you'll receive updates on the current status of the issue and the resolution when available. To do so, please follow the steps provided by, Tori B. 

To ensure that you will be assisted immediately, our support is available every Monday to Friday 6 AM – 6 PM Pacific Standard Time (PST) and on a Saturday at 6 AM – 3 PM PST. For more details please check our support hours.

Thank you for your patience. 

Keep in touch if you have other QuickBooks-related concerns. I'm always happy to assist you further. Have a great day ahead.

I have the same thing happen to me on 9-13-2020.  I had only 2 transactions that day and both customers called me.  Again like you, I have NEVER had this happen.  When I try to talk to Inuit, they refer me to Merchant Services, but it is a Act of Congress to get any help!!!

The same thing happened to my client on 9/1420. I only show one transaction but his acct was charged twice. What the heck is going on.

This is happening again.  I have customers being charged twice and cannot contact quickbooks to fix the problem.  What was you solutions.  Switch to a different merchant servixe. The past three months I have had a lot of problems with quickbooks and no customer service to help

Hello Jen121,

I have the steps on how you can reach out to our customer service agents. You can follow these steps:

1. Go to the Help menu.
2. Select Talk to a human and choose Talk to a human again.
3. Proceed with I still need a human and click the Contact us link.
4. Select either Start messaging or Get a call.
   

You can also refresh your browser by clicking the Reload icon or pressing F5 on your keyboard. This helps to refresh your browser's settings. Then, log in to your account through an incognito window and go through the same steps above. If you're able to contact them, go back to your main browser and clear the cache. 

Let me know if you have other questions. I'm here to help in any way that  I can. Keep safe.

I also have noticed going back months getting charged twice and now I just got charges 4 times in January 2021!!! I too would love if this crap could get resolved this is ridiculous. I’m about to cancel my QuickBooks because apparently nothing has been fixed yet. 

Hi @BitterDragon,

I appreciate you for getting in touch with us about getting charge multiple times. I would feel the same way too in that situation if this happens to me.

I want to be the one checking this on your behalf. However, the Community is a public forum, and the ability to review the account is unavailable.

I recommend you proceed with contacting our Payments Support Team. One of them will be able to take over and fix the issue using tools unavailable to us in this space.

You can reach them through this link: Contact Payments or Point of Sale Support.

I've also attached an article you can use to refund the customer credit card in QuickBooks: How to correct a customer's credit card payment that was processed twice by mistake.

Feel free to hit that Reply button if you have additional questions about the payments. Have a great day ahead.

I have canceled my subscription multiple times and have the emails string it is cancelled, yet I still get charged every month from this company.  Don’t respond back with your canned responses!!!  I am sick of your company and will never use another intuit product again. On Monday I will close my bank account and reopen another so you crooks can not continue to take my money. I am finished with Intuit. Worst company ever.  You can never talk with a live person!

What was the solution? I had a customer that was charged twice for the same invoice last week. I don't think the customer has noticed yet, but I just found it as I was reconciling my deposits. Any advice?

Hi there, Rocksup. 

I'm here to guide you about getting charge multiple times in QuickBooks Online. 

You'll need to process a refund to the customer's credit card. But before doing so, let's make sure that the payments are not yet reconciled.

 Here's how to do it:

1. Select + New.
2. Select Refund Receipt, under Customers. 
3. Click the name of the customer.
4. Select the type of credit card your customer uses from the Payment Method drop-down. 
5. Make sure Process Credit Card is checked.
6. Go to the Product/Service column then select the product/service item you use for refunds. 
7. Enter the Amount as a positive number. 
8. Select Save.

Once done, create an invoice and link it to the payment or credit using the Receive Payments option again.

1. Select + New. Select Receive Payment under Customers. 
2. Enter the customer's name and leave all other fields blank on the form.
3. In the Outstanding Transactions section, select the open invoice you want to apply the credit memo to.
4. Go to the Credits section below, the form then selects the checkbox to apply that credit to the invoice.
5. When you're done, select Save and close.

You can check out this article to know more about reconciliation in QuickBooks Online: Reconcile an account in QuickBooks Online. 

In case you run into some issues in reconciling your account, check out this article for reference in fixing them: Learn the reconcile workflow in QuickBooks.

Please let me know if you're referring to something else or if you have any other concerns. I'm more than willing to help. Have a good one!

I have had the same issue with Quickbooks.

So it's either a programming bug with their billing system or a known bug that they can't/don't want to acknowledge and fix.

I have reported the issue but can't get QBooks to acknowledge their error.

I have given them a copy of my bank statement on at least 3 different dates but can't get past their helpdesk.

Maybe a class action by everyone affected might be more successful!

I am also considering leaving QBooks altogether and start using Xero!