This is mostly a PSA that will hopefully eventually reach the engineers, since customer service does not communicate with the engineers at Intuit at all.
This is something we've been trying to get working for about a year now. I tend to contact Intuit customer service (without exception, the worst customer service of any company I've interacted with) about once every two weeks to try and get this sorted out. I can hardly blame them. Intuit's own documentation has not been updated ever since the change has been made, so there's nothing for the poor, untrained, outsourced support team to go off of.
The issue: When a customer pays through QuickBooks Payments, an email notification is sent to an email address on file with Intuit. Originally, based on Intuit's own documentation, there used to be a section in the Merchant Center under "Account > Settings & Alerts" where you could change email preferences. This section of the settings menu is now gone however. It no longer exists, despite the documentation saying that it does exist. And every customer service agent, of course, looks at the documentation, and they recommend looking there first. It doesn't exist.
The setting was removed at some point, and now there's no way to change where the email notification goes. Here are a list of things that various customer service agents have made me try over the last 30-40 six hour long support chats I've had with them.
- Change the primary admin email. This does not work, and the emails don't go there anyways.
- Change the customer-facing email. This does not work. All it changes is what people see on Intuit's "business network" system.
- Change the company email. This does not work. The emails do not go to that address.
- Change the email in Merchant Center for contact information. This does not work. The emails do not go to that address.
As far as I can tell, Intuit's engineers removed that section of the settings menu from the Merchant Center, and there was never any replacement generated. This means that the emails will only ever go to that one address, and there's no way around it, short of creating an account at Freshbooks or some other accounting software that actually gives a crap about their users, and setting up a new payment system through them.
Hopefully this will eventually make it to the engineers at Intuit and not get lost in another customer service cesspool.
