Mismatch when customer pays with credit card

Hello Agronomy!

It's a good thing your asked because QuickBooks is actually designed to automatically match downloaded online payments with their corresponding entries in QuickBooks. I'm happy to share the flow.

When your customers make a payment, their invoices are automatically marked as paid in QuickBooks Online (QBO). These payments are then recorded in your Undeposited Funds account.

When QuickBooks Payments transfers all the payments in a day into your bank account as a single deposit, QBO creates a matching entry in the background. The payments that were in the Undeposited Funds account on that day are deposited into your bank register.

When your bank downloads the payments to the Banking page in QBO, the deposit record in your register will be automatically detected as a matching entry.

After clearing/matching all your bank transactions, you can reconcile your account. Here's an article to guide you with that: Reconcile an account in QuickBooks Online.

If you have any other concerns with your downloaded payments, please don't hesitate to reach out so I can help you again. Take care and have a good one!

I agree with you in that's how it "should" work.  But that's not how it is currently working.  I current have 4 transactions where I sent an invoice, the invoice was paid with a credit card, and the invoice is marked as paid.  The problem is that quickbooks did not correctly MATCH the payment with the Direct Deposit even though I have it set to MATCH in my settings.

Specific example:  

1.) Customer is sent an invoice for $1,135 on 7/21/2023.  On that same day, the customer pays $1,135 using their Mastercard and Quickbooks marked it "Paid via Quickbooks Payments: Payment ID XXXXXX" and the invoice is Closed.  Lets call this invoice number 617

2.) On 7/24/2023, my bank records a "Direct Deposit, INTUIT XXXXX DEPOSIT" in the amount of $1,135.  

3.) On 8/1/2023, I go to review my Bank Transactions in quickbooks.  I go to "For Review" under my checking account and I see $1,135 from customer name on 7/24/2023 with Bank Details of "Direct Deposit ....".  I click "Review" by the entry on 7/24/2023.

4.) At this point, I have the option to Categorize it, Find a match, or Record a Transfer.  Ideally, I would be able to "Find Match" and the invoice number 617 would appear...but there are no matchers for Ref number 617, or the customer or the amount of $1,135.  This is most likely because the invoice is already marked as paid.

This problem is only getting worse as more customers pay with a credit card as Quickbooks is not correctly matching the money Intuit received with the money Intuit put in the account.  You would think this should be a very simple (and basic) function of the system...not something I should be spendings hours on trying to fix.  Any help would be appreciated.

Let's find out the possible issue as to why you're unable to find a match for the paid invoice through QuickBooks Payments, @Agronomy. I'm here to drop some information about categorizing your banking transactions under the Find A Match option.

To address this situation, we should use the Find Match option filter to match the transactions specific to Receive payments. It would also help to double-check the transaction date as well.

Furthermore, if the invoice status is marked as paid, QuickBooks will unable to show it within the section since it indicates that the transaction is already closed.

To let the transaction show, you can follow the steps below:

1. From the Banking section, choose the transaction.
2. Next, press the Find Match.
3. Under the Show section, choose the Receive payments from the dropdown.
4. Put a checkmark on the match transaction.
5. Lastly, Save.

Nonetheless, if you experience the same issue, we can try to open your account in a private window to see if the following transaction will show there: 

Here are the shortcuts to private browsers:

• Google Chrome: press Ctrl + Shift + N
• Microsoft Edge: press Ctrl + Shift + N
• Firefox: press: Shift + CTRL + P

Furthermore, the cache can hamper and affect the functionality of QuickBooks and result in missing tabs and features. Clearing the cache will help reduce issues occurring when using QuickBooks.

Furthermore, if you encounter errors while downloading transactions in QuickBooks, follow these troubleshooting steps here: What to do if bank transactions won’t download or there's a bank error.

You can still add your response below if you want more assistance with your banking transactions. We are always here for you. 

Thank you for the step by step...that's the easiest way for me to figure out what I could be doing wrong.

So I followed up to step 3, where I click "receive Payments" under show.  This is what I see "We could not find matching QBO transactions for the date and search criteria above."

I am starting to wonder if this is more of a glitch in the system than it is me doing something wrong.  It shouldn't be this complicated to get Quickbooks to match the money Intuit received from a credit card payment with the money Intuit deposited into the checking account.  

Thanks for returning to this thread, Agronomy. I'm joining this thread to offer additional information to address the transactions in your bank feed and the paid invoice already recorded in your QuickBooks account.

We should be able to see and match the transactions seamlessly as long as they are in the same account. Adjusting the date is also a good start to generate the transaction and be able to match transaction in your bank feed.

Let's review the payment date associated with the invoice and the account to which it is deposited. The steps outlined below will guide you through the process:

1. Open the payment linked to your invoice and carefully review the date, making sure to take note of it.
   
2. Go to the Banking menu and select Banking.
3. In the For review section, pick the bank transaction and select Find match.
4. In the Match transactions window, make sure to set the date when QuickBooks recorded the payment.
   
5. In the Show field, you can choose Receive payment, Deposit or All to generate the payment.
6. Tick the payment and click Save to clear the bank transaction.

Once done, it should be added in the your bank register and tagged as "C" clear. 

However, if the same thing happens, I still recommend accessing your QBO account in a private browser or using other supported browsers to see if the problem you're experiencing in QuickBooks is due to your browser settings or extensions, as advised by my colleague above.

If you have completed the steps mentioned and the issue still persists, please give us a call so that we can thoroughly examine your account and conduct a detailed investigation and provide accurate solution. To do so, navigate to the Help icon in your QBO account and select Contact us. 

Feel free to return if you require further assistance with matching transactions. We are here to provide you with additional support. Take care and stay safe! 

The payment date is 7/21/2023.  The Direct Deposit from Intuit came in 3 days later on 7/24/2023.  When finding a match, I am searching for the dates ranging from 4/25/2023 to 8/3/2023 so it includes the dates in the range you mentioned.  I am also showing ALL but showing RECEIVE PAYMENT doesn't add more information.  

I reproduce this result with an iphone, android phone, windows laptop and windows desktop. WIth the computers, I've tried Chrome and Chrome private, Firefox and firefox private.  I am fairly certain that it's an issue with Quickbooks at this point because all the steps that have been suggested are the way it SHOULD be working and it's the way I've expected Quickbooks to operate over the last 6 months I've used it.  

At this point, I think I need a manual work around.  Should I delete the payment from the credit card on the invoice and then match the invoice to the DIRECT DEPOSIT payment?  

Also, looking at your examples, I want to make sure we're talking about the same transactions.  The customer paid with a credit card on 7/21/2023.  INTUIT put the funds in my account on 7/24/2023.  The amount matches but the customers invoice is marked paid and then along comes the INTUIT DIRECT DEPOSIT that screws up the works.

I wish there was a way to just force quickbooks to match the Direct Deposit with the credit card payment as that's what the system is suppose to be doing.

I called the telephone support and they were able to identify the problem.  Apparently the "DIRECT DEPOSIT FROM INTUIT" was going into the CASH account instead of the CHECKING account.  That caused the mismatch.  Once I went into the chart of accounts and selected the cash account (which I didn't even know I had) I was able to make the payment go into the checking account and then they matched like they were suppose to.