Question

Recurring sales receipts not processing payments after saving. Merchant services confirmed that there was an issue. Anyone aware of any workarounds/fixes or fix timeline?

Forum|Forum|2 years ago
October 24, 2023
5 replies
84 views

Have previously used the reminder function. Would start by clicking edit and create, make any changes needed for the billing period, then save. If I recall correctly, this is the point at which the payment would be processed and a 'Transaction Processed' hyperlink would appear below the payment account details. When I started this quarter's process on Thursday 10/19, that 'Processed' link did not appear, but when I checked the client account, the sales receipt was showing as paid. Given that Quickbooks has made other changes to sales form templates, I thought that maybe this change was part of those updates. I continued working through the reminders Friday and today and finally decided to check our merchant services account today to find that nothing has processed. I spoke with Merchant Services support who confirmed that there was a system issue and suggested changing Quickbooks Payments - Bank, which is what we have always used, to Check. That did not work. Also have the same problem with the lone credit card, so does not appear to be exclusive to bank drafts.

Here's what I'm hoping to get some feedback on:
- Any workarounds/temporary fixes?
- If there is a workaround, what should I do w/ the sales receipts that I have 'processed'? As mentioned, they are showing as paid, but no payments have been processed. We tried updating the payment method on one of these from QB Payments - Bank to Check but received an error saying this transaction is already processing and if we wanted to make changes, we would need to refund the transaction and reprocess.
- Estimates on permanent fix? We have about 85% of our clients on recurring sales receipts, so this is a major issue for us - of course it happens the one week of the quarter we are actually drafting payments.

Appreciate any insights!

QuickBooks Online

Angelyn_T

Moderator

I appreciate you notifying us of your experience, pharrigan. Let me share some insights about this behavior.

I understand you're experiencing difficulties with recurring sales receipts not processing payments after saving. Dealing with such issues can be incredibly frustrating as it affects your clients. Although you've already connected to our Merchant Services Team for assistance, I suggest contacting them again for the best action. They can also provide further insights, workarounds, or additional solutions to resolve this issue.

We do not have a specific timeframe for when the resolution will be available. However, please be assured that our team is working nonstop to resolve this issue quickly.

I'm adding these materials for more tips while setting up recurring sales receipts and automatic payments for recurring invoices in our system:

If you have additional questions about your recurring entries, let me know by leaving a comment below. I'm just a few clicks away to help you again. Have a good one!

G

Getittogether

Thanks, we are ALL aware. Please get this fixed ASAP! It is hindering your customers from doing business...you know sales, sales, sales! NO SALES - NO QUICKBOOKS NEEDED!!!!!

By the way, please correct on your end who returns the your customer's calls. It is extremely frustrating and a waste of our time to go through the painstaking process of trying to get in contact with a specific dept (such as Merchant services or payroll) and to note EXACTLY WHAT THE ISSUE IS AND THEN GET A CALL FROM SOMEONE STATING "SORRY I CAN'T HELP YOU WITH THAT, I'M NOT WITH MERCHANT SERVICES OR PAYROLL OR WHATEVER!!! HOW HARD IS IT TO PAY ATTENTION TO WHAT YOUR CUSTOMERS ARE INQUIRING ABOUT AND THEN HAVE THAT PARTICULAR DEPT CALL. GET IT TOGHER, QUICKBOOKS!

O

OgreTek

Did you ever find a resolution to this? I'm suffering with what seems to be the exact the same issue (including the customer service/supports woes).

Thanks,

Steve

W

WSCX280

Did you find a workaround?

O

OgreTek

In our case, we did confirm that nothing was happening in our merchants services account. And just to clarify, there was no record of any payments having been processed or attempted on the merchant services side, so it wasn't like there was a decline or some other type of failure - merchant services was showing zero activity for the day/period, successful or otherwise.

On the sales receipt side, things look mostly the same as a successfully processed one with two differences that I could tell:

- The 'Transaction Processed' hyperlink did not appear underneath the payment details immediately after saving.

- If you went to All Sales and clicked on one of the impacted transactions to see the quick view on the right-hand side of the page, under 'Sales receipt activity' it would show as 'Paid' with QuickBooks Payment - Bank. One with a payment that is actually processed shows as Paid along with the last four digits of the payment account and eventually the processing fee - at least that how it appears for us.

It is helpful to know that certain sales receipts are no longer going to work and that the only solution is to recreate and delete. You could offer to recreate these for clients, but at a minimum Quickbooks should consider identifying the accounts with impacted recurring sales receipts and notify them. I would imagine that most of the people who are going to encounter the problem have done so already, but I'm sure there are some folks that bill annually and will run into it between now and the end of the year/whenever it was fixed - speaking from experience, it would have saved me a ton of time and frustration if someone had just let me know that certain/all of our recurring sales receipts would no longer work - I wouldn't have been thrilled considering the work it takes to get them set up for all of our clients, but at least I wouldn't lose even more time trying to find a solution for a problem that can't really be fixed. Outside of the wasted time and aggravation, this could create real problems for someone who thinks their sales receipts were successfully processed and only finds out there's a problem when the money they expect to have in their account isn't there.

This perfectly stated and exactly depicts the issue we continue to see.

W

WSCX280

Dealing with this issue right now - getting nowhere. Any updates from anyone?

M

mmmmmmoooo

Hello ! I totally understand you all's frustration with your payments not processing with sales receipts. In case no one has given you an update. In Quickbooks Online, Auto pay is processed on recurring invoices only. automatic payments from your customer are no longer supported on recurring sales receipts. I have provided an article below to help your customers setup autopay. I hope this helps.

Set up Autopay for recurring invoices in QuickBooks Online.
https://quickbooks.intuit.com/learn-support/en-us/help-article/invoicing/set-autopay-recurring-invoices-quickbooks-online/L4R4t6gVS_US_en_US?uid=ly96enkg

A

austintecobi

theres still no fix out for this??? can we at least get a report that shows sales receipts in the "recent transactions" report that didnt actually process payment? it took me hours to locate 9k dollars unaccounted for. for a weekend of transactions. this is an accounting software, yes? shouldnt one of the basic functions be to count and report money? why are you leaving your customers out to dry like this? these people are giving you their hard earned money, depending on this software for their business. this is all very hard to understand. it should not take over a year to push a fix for a report error, or find a temporary solution. whats the next step here Intuit, is this something your customers will have to adapt to going forward?

believe me, this is nothing to do with my customers cards or their banks. it is worth mentioning that this has not always been a problem. we have multiple customers that have been on the same billing plan since pre-covid, and are experiencing the exact same as of recent.

Austin

S

Shania_C

QuickBooks Team

I regret hearing about your frustrating experience, I appreciate you taking the time to share your thoughts on this please understand that this is not the level of service we aim for you to encounter, @austintecobi.

Don't worry, allow me to share some ideas about viewing a report that shows sales receipts in the "recent transactions" in QuickBooks Online (QBO).

At the moment, no report specifically displays sales receipts in the "recent transactions" section. I understand how beneficial this feature would be for managing your business more efficiently. Presently, we don't have a specific timeline for its implementation. However, I encourage you to share your feedback with our Product Developer team. Your suggestions are incredibly valuable to us and are taken into consideration when making product updates. To send Feedback, here's how:

Click the Gear icon at the top, then Feedback.
Enter your comments or product suggestions.
Select Next to submit feedback.

As a workaround, you can follow the steps below to find recent sales receipt transactions that didn't process payment in QBO using the Go to transactions search:

At the upper right corner go to the magnifying glass icon
Click the Go to transactions search.
Filter the date according to your preferences.
Choose Sales receipt in the Transaction type.
If you have additional details to include in your customization, you can add them in the filters tab.

Regarding the issue of recurring sales receipts not processing payments after being saved, I cannot collect sensitive information on a public platform like the Community due to security concerns. I recommend reaching out to our Merchant Support Team, where your personal information can be handled securely. Our engineers are actively working to resolve this unusual behavior, ensuring that all affected customers can use the program efficiently and complete their tasks promptly.

Please click on the following link to view our support hours and reach out to us: Merchant Support Team.

I'm also including these articles to assist you with any future tasks. You can use this guide to help you review and manage your payments in QBO:

Given that you've attempted processing this payment via ACH as well, I recommend consulting our article on declined ACH payments:

We sincerely thank you for your patience as we strive to resolve this issue. Please don't hesitate to contact us if you have any further questions or need assistance managing your sales receipts in QuickBooks. I'm here to assist you.

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