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Hi everyone,
Were experiencing a few errors with payments and was hoping for some help/insight on to what we might be doing wrong. I already reached out to Quickbooks Payments support who was unable to tell me what was wrong, despite doing a screenshare.
1. We are getting occasional double-entries of payment long after they are actually received.
For example, we recorded a payment for this customer (Refered to as Customer A). The payment is dated 6/24, the deposit it was a part of was dated 7/8. (see pictures below.)
Then randomly, yesterday on 8/15, our QB bank didn't match our actual bank. We were reconciled up until Friday 8/12, so this payment showed up either 8/15 or over the weekend We found this second payment to "Quickbooks Customer" for the same amount with the same CC info. Payment and deposit are both dated 7/8 in this case. Keep in mind, we only ACTUALLY received any money once. This is just a duplicate entry. (QB shows us having 1462.62 more than our bank).
We're not sure what's causing this. Were also not sure which one appeared first, but I guess we could check using audit trail? Any ideas at what we can look at? We've had this happen multiple times. Sometimes both payment will actually be attributed to the customer, sometimes one as quickbooks customer.
2. This may or may not be related, but we are also experiencing weird behavior when adding payments from "Make Merchant Service Deposits" screen. We have to click add payments, it loads for 5-10 seconds, and then it's as if nothing happens. The payments are not recorded. We then have to close the screen, re-open, and then add the payments again. Sometimes we have to do this multiple times until they are added. Any ideas here?
Thank you in advance for your help!
