I am attempting to reverse a large number of transactions, due to refunds that need to be processed. I followed the steps here to complete the initial reversals and everything processed fine with just 1 error, stating:
The transaction was declined
We couldn't process this card. Please re-enter the card details and try again.
I am not attempting to enter a card number, just reverse the charge on that card to refund it.
I noticed under Step 2 in the window that there is a max of 20 transactions that can be selected for processing. I *thought* this was a max of 20 that could be processed in one action, but now I am unable to reverse any more transactions without getting the above error. What is the timeframe for this maximum amount? I completed 20 successfully and now I am stuck.
Can anyone point me to documentation that would explain the specifics of this restriction? I have over 500 transactions I need to process and cannot be limited to only 20 per day!
We can try to sign out and sign into your QuickBooks Payment account to refresh the connection.
Open File Menu > Setup Interview > Payments
Select SIGN OUT and NO to taking Credit and Debit Cards
Then, sign in again and try to reverse the charge. If you're getting the same result, I'd recommend reaching out to our Merchant Service Team. They can pull up your account and check what's causing this error.
I spoke with support today and got conflicting answers. One rep told me there was a limit of 20 reversal transactions per day, and that allotment resets at 12AM PST daily. He told me this is a known limit and is being worked on, but there is no timeline for the update to be complete. The second rep told me there is actually NO LIMIT and that the issue is that I am processing them too closely together (?). I was only able to get 20 through yesterday and only 3 today.
There doesn't appear to be a pattern for when I get the error and when I don't. I tried this AM and got a declined error, and then again while chatting with the rep and got a success message. I did two more successfully but now all others have failed since. I am taking several hour breaks in between attempts so i don't think it's the latter issue. I am stuck and have a long list of customers who would like their refunds and my options are dwindling.