Quickbooks bill pay what if? What if check is stolen who is responsible?

Hey there, @npicard71. 

It's great to see you back in the Community! I can point you in the right direction to get the answers you need. 

I recommend contacting our Customer Support Team so they can pull up your account and assist you further. Here's how: 

1. Go to the Help icon in the top right-hand corner. 
2. Press the Contact Us button. 
3. Enter your question and hit Let's talk. 
4. Scroll down and select to Get a callback. 

It's that easy! Review this guide for future reference: Learn about QuickBooks Bill Pay. 

Keep us updated on how the call goes. I'm only a post away if you need me. Take care! 

Thank you for your reply. I have done that multiple times with QBO bill pay related questions and they very rarely know the answer. I am currently waiting on a return call promised within the hour but it has been 3 hours related to a question on a check serial number for a bill pay transaction that was "completed" three weeks ago. They thought it showed up in QBO, along with the image... nope. I realize this is a new service for intuit, but the rollout from my side has been painful.  

So they do not know the answer... was hoping someone here could direct me. 

Welcome back, @npicard71. I appreciate your desire to get more answers to your QuickBooks Bill Pay questions in this forum. Let's address your what-ifs as I provide the resources for terms and conditions.

Intuit does not condone illegal activity, harm to our reputation, or actions that could make us liable to a third party. It may place holds on Payments to protect against potential risk or fraud or direct funds to specially designated accounts to prevent loss. 

To answer your question about being aware of the progress of transactions, we cannot control the lag time between Payment initiation and when your bank credits your account for eligible transfer of funds. We're also not responsible for your interactions or agreements with vendors, including payment terms or the delivery of goods/services, and do not endorse or recommend any products or services provided by a Payee.

Since you've mentioned Check, I recommend reaching out to our experts. I understand that you've been promised a callback, however, they're the only ones who can pull up your account securely. As much as I want to help you here, we cannot exchange personal information in a public space. To proceed, refer to this article: QuickBooks Online Support.

Read this guide to learn what you can do if you request to stop check payment: INTUIT TERMS OF SERVICE. It also contains complete information about QuickBooks Bill Pay.

Learn about QuickBooks Bill Pay for more tips on using it. Scroll down to see the Terms of Service and Payment licenses by State. This way, you can get the most out of the service.

I hope this addresses your concerns regarding the fraudulent check and liable persons. Feel free to comment in this thread again if you have any follow-up questions. I'll be here to assist you more. Have a great day ahead.

thank you the terms of service were much more detailed. However nothing speaks to the potential issue... that we are attempting to document IN CASE it happens (as it has been happening across the country).

If a billpay check is stolen and deposited by a bad actor into their account and we identify this (our vendor says they are NOT the ones that deposited the funds) who do we call? Do you have a fraud department? Most banks that offer billpay services have a fraud department and they deal with the fraud issue as the check was "drawn" on their account. 

Thanks for getting back with the Community, npicard71. I appreciate your detailed information.

The support team you'll want to get in touch with is going to be our Payroll Risk team. When you reach Payroll support, be sure to make the agent you're working with aware that this is the team you'd like to speak with about questions you have relating to how the process works in the event of fraudulent activity occurring on your account.

You can reach them while you're signed in.

Here's how:

1. Use the Help (?) icon.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
   
   
    
4. Select Start messaging or Get a call.
   
   

Be sure to review their support hours so you'll know when agents are available.

I've also included a detailed resource about protecting your business and data from bad actors which may come in handy moving forward: How to help protect your business and data from fraud

If there's any additional questions, I'm just a post away. Have an awesome Friday!

We are also having issues with the rollout of QuickBooks Bill Pay service and not being able to see actual copies of checks that have been sent as we used to be able to when everything was processed through bill.com using the "pay bills online" in QB.  And whenever we call support, they also do not know the answers.

Thanks for joining in this thread, @KBurden. 

I can see how challenging it is when a feature isn't functioning as intended in QBO. Since the Community is a public forum, we're unable to pull up your account and review the checks. That said, I recommend getting in touch with our customer support team. While I understand you've already contacted them, it's best to reach out again so they can initiate an investigation if necessary.

To do that:

1. Go to the Help icon and select the Search tab.
2. Click Contact Us.
3. Provide a short description of your concern and select Continue.
4. Choose between Chat with us or Have us call you.

Moreover, refer to this article to help you learn your way around QuickBooks Bill Pay: Learn about QuickBooks Bill Pay.

Keep in touch if you have any clarifications about QuickBooks Bill Pay. I'll be more than glad to provide further information. Take care and have a good one.

Same thing has happened to me and QuickBooks isn’t doing anything…. Unbelievable there is no Fraud department to deal with checks tray are stolen and cashed. 

Please let me know if you found an answer.   QuickBooks is saying not their issue to deal with which baffles me since it is their check.  My next step is to file police report and let them contact QuickBooks or initiate a lawsuit against QuickBooks.

@Jladd1 

I think the only liable party is the person that stole, tampered, and deposited the check.  I don't think QB is liable (I'm not an attorney obviously).  Where is their negligence? 

Are you saying that QB bill pay doesn't provide an image of the cashed check?  If they don't provide that, then QB bill pay is a terrible service.  Bill.com provides images of all cashed checks which is essential to prove to your vendors that they were paid.  I can't tell you how many times a vendor said they never received payment and I had to send them the image of the cashed check that they deposited.  Without a copy of the cashed check, you have no way to prove who deposited it.       

@Jladd1 

Whenever there is a problem regarding QB Billpay and check, Support cannot provide a copy easily. I would recommend signing up for a free Melio account to sync with QBO and compare their services.

https://quickbooks.intuit.com/learn-support/en-us/other-questions/contact-melio-qb-online-payments/0...

Thanks but that isn’t the issue.  QuickBooks issues a QuickBooks check drawn off QuickBooks bank.  If the check is stolen and cashed, QB is saying they can’t do anything and won’t investigate the fraud.  They have a copy of the check because they issued it.  No other financial institution can investigate because it isn’t their check - only QuickBooks.  I am not asking for my money back from QuickBooks as I think that should come from the bank that cashed the check - especially when you see the fraud “pay to the order of “ signed on back of check. I am simply asking QB to investigate - the check was deposited into a Chase bank account.  You can see it all on the check.   

QB is breaching it fiduciary obligations to its customers for not investigating fraud when brought to their attention. I have filed a formal complain against Intiuit / QB with the CA