Question

Quickbooks Online Payment Disputed

Forum|Forum|5 years ago
February 5, 2021
7 replies
115 views

After recently reconciling our books, we found a payment that was "disputed". For what ever reason, the payment was made and never received by our bank. This left the account appearing to be paid with zero balance since QB recognized the payment and applied it to the invoice. The only way that we found it was when we saw a QBO payment still sitting in the deposit folder after a couple months.

My questions is: Is there a way to get notified when something is "disputed"? We literally had to click on the payment details page to see that it was "disputed". It would of been caught quicker if we reconciled more often but up to this point, we had no clue this was "disputed". Is there a report that we can print that shows all online payments and the final result?

Also, how is this handled? Just delete the payment and have the customer pay the invoice again? They have been notified and they do not know what happened either.

QuickBooks Online

Angelyn_T

Moderator

Hi there, @prolandscapes.

I appreciate you for sharing the details of your concern. I'm here to help you with handling disputed payments in QuickBooks Online.

Yes, you will be notified via email about the chargeback notices or retrieval requests. The email gives you clear instructions for what to do or perform next. Usually, disputed payments/chargebacks can happen for a variety of reasons. They may be the result of a mistake, fraud, or an unhappy customer.

To review the status of your payments, you can log in to your Merchant Service Account.

Here's how:

Sign in to the Merchant Service Center.
From the Activity & Reports menu, select Transactions.
Choose the Show advanced options, which allows you to do a more specific search using information like transaction ID and expiration date of the card.
Select Search. The default Payment Type is Card. If you also have check processing on this merchant account, change the type to Check to view these transactions.
Tap the Transaction ID to display a detailed view of a transaction. You will also have an option to print the report or export the data as a .csv (comma-separated value) file.

For the reconciled payment, you can keep the record and ask the customer for another payment. Or, delete it and pay the invoice again. However, you have to redo your reconciliation to keep your records accurate.

For more tips about reconciling an account in QuickBooks, I recommend checking out this link: Reconcile an account in QuickBooks Online.

Moreover, here's an article you can read more about handling chargebacks and retrieval requests for QuickBooks Payments.

If you need additional help with processing QuickBooks Payments, please let me know by adding a comment below. I'm always here to help. Have a good one!

B

Bigie

MY customer # is 7355. When my credit card ending in 2229 was charged I informed Quickbooks that I was canceling the service. You can see the service has not been used since May 2022. I disputed the charge with Master Card which Quickbooks denied. I "m due a refund of $549 dollars from you. Please confirm. Thank you so much.

A

AbegailS_

Level 6

@Bigie It doesn't work that way. You have to take the proper steps to get in touch with Intuit/ QB. No one here has access to your account, and you don't want them to have it.

Hi there, @Bigie.

We strive to ensure every customer is satisfied with our service. If only I can review the charges on your account, I would be able to provide a formal response regarding this matter.

Account-related issues, such as charges and refunds, require us to gather personal data. For security reasons, we can't have your billing information displayed in the Community. I suggest reaching out to them for further assistance. They can review your subscription in a secure space and explain in detail about the charge. From there, our specialist will provide a real-time solution to the issue.

Here’s how to contact support:

Click on the Help icon at the top to open the QB Assistant window.
Select how you want to reach out to our support team: Ask a question or Talk to a human.
Follow the prompt to continue.

I don’t want to leave you empty-handed, so I’m adding a guide that contains a breakdown of articles on how to manage, change, or renew your Intuit subscriptions and add-ons: Subscription management.

Please visit the Community again if you have any other concerns about QBO. I’ll be right here ready to help. Have a good one.

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