Unable to record statement payment in Record Merchant Service Deposits window

Hi @jluros,

I appreciate the details you included in your post. I'll here to point you in the right direction for support with your query about recording Merchant Service Deposits in QuickBooks Desktop (QBDT) for Mac.

I suggest you contact our Payments Support team for assistance. They can pull up your account within a secure environment, and investigate this issue further. 

See this article for the steps: Contact Payments or Point of Sale Support. Please take note of their hours of operation, so you know when they're available. 

Let me know in the comments below if you have other questions about Merchant Services in QBDT for Mac. I'll get back to you as soon as I can. 

I'm confused. Why would I contact the Payments team? This is an issue with the Quickbooks for Mac software. The issue with Quickbooks Payments was resolved. This seems to be an issue with the desktop software.

Hi there, @jluros. 

Thanks for getting back to us. You've mentioned in your first post that you're unable to record the statement payment in the Record Merchant Service Deposit window.

Hence, my peer Ryan_M routed you to contact the QuickBooks Payments team. They're the best support that can take over and verify the payment deposited into your bank account. 

Additionally, you can check out these articles to help you record the deposits from Merchant Services:

• Record Merchant Service Deposits.
• Search for deposits or fees in the Merchant Service Center.

I'll be around to help you more whenever you need it. Have a great day!

After spending the better part of the morning dealing with this, we discovered there is an issue in Quickbooks Payments and Quickbooks Desktop for Mac with regard to invoices and e-statements. If a company sends out an invoice that is payable and also sends out a statement that is payable, and the customer pays both (by mistake), then the user may not be able to "record" the second payment, because the software doesn't know how to tie it to the customer. What it should do is apply the payment to the customer, and create a customer credit (I think it would make the most sense to do this using a Sales Receipt). However, I tried that (using Sales Receipt), but that wouldn't resolve the issue. For some reason, creating an invoice that has 1 line for the liability allowed me to apply the customer overpayment to the invoice with the customer liability (attorneys call this a retainer, other companies may call it a deposit).