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Level 2

Understanding Quickbooks Service Fees and Refunds

Hi there,

 

I am stunned right now. It appears to me that Quickbooks charged me 3 fees for the following:

 

  • Day 1 at noon: Client pays with credit card. I got charged a service fee.
  • Day 2 at 6p: I refund client on credit card. I got charged a service fee.
  • Day 2 at 8p: Client pays same invoice with new credit card. I got charged a service fee.

Does this sound right? My only merchant service experience prior to this was with PayPal. When I refund any payment through PayPal, the service fee gets reversed!! Is that not the case with Quickbooks??? I get charged an additional fee for refunding?

 

Example: Invoice is $500. Client pays via CC. Quickbooks charges me a $25 fee.

 

With PayPal, I refund the $500, PayPal gives me back the $25 fee.

 

With Quickbooks, I refund the $500, Quickbooks charges me an additional $25. When I charge a NEW credit card, I get dinged an additional $25. Am I understanding this correctly? This seems bizarre to me! I've lost my profit as a result of this transaction!!

Solved
Best answer 02-05-2019

Accepted Solutions
QuickBooks Team

Re: Understanding Quickbooks Service Fees and Refunds

Hi @cambreco.

 

Thanks for reaching out to the Community for assistance. 

 

I'll be happy to explain how charges are accrued for Payments.

 

What you said is correct, every time there is a transaction there will be a fee. The other option would be to process an ACH transfer, as this would not have a fee associated with it. 

 

For more information on Payments Fees, click here.

 

Please remember, I'm always here for any other questions or concerns.

View solution in original post

10 Comments
Anonymous
Not applicable

Re: Understanding Quickbooks Service Fees and Refunds

Hello, cambreco. 

 

This needs further investigation and would need to pull up your account information. We’d like to route you to the team that can check the charges and provide more information about it.

You can get in touch with the QuickBooks Payment team through the steps below:

  1. Visit this link: https://community.intuit.com/products/quickbooks-payments-help-en-us.
  2. Select QuickBooks Online Payments.
  3. Click the Contact uslink under Still need Help?.

Thanks for dropping by.

Level 2

Re: Understanding Quickbooks Service Fees and Refunds

Hi MikiD,

 

I want to be clear about my question. My question is not about the rate charged--it's about there being a charge for every transaction. Is that correct?

 

After 24 hours, I cannot refund a customer in full fee free? Quickbooks Payments will charge me for the original transaction, for the refund, and for the new transaction?

 

Said another way, if a customer wanted a refund after 24 hours, I could not offer a full refund without me losing money? There's no such thing as a refund that I would not lose money on?

QuickBooks Team

Re: Understanding Quickbooks Service Fees and Refunds

Hi @cambreco.

 

Thanks for reaching out to the Community for assistance. 

 

I'll be happy to explain how charges are accrued for Payments.

 

What you said is correct, every time there is a transaction there will be a fee. The other option would be to process an ACH transfer, as this would not have a fee associated with it. 

 

For more information on Payments Fees, click here.

 

Please remember, I'm always here for any other questions or concerns.

View solution in original post

Level 2

Re: Understanding Quickbooks Service Fees and Refunds

Thank you for confirming this. I'm just stunned to discover that you charge for refunds!! My only other experience with credit cards has been with PayPal, who generously returns any service fees to the me if there is a refund.

bav
Level 1

Re: Understanding Quickbooks Service Fees and Refunds

I'm as stunned as you are.  I just lost $30 on fees with NO PROFIT.  Looks like I'll be going back to Square for most of my credit card processing.

Anonymous
Not applicable

Re: Understanding Quickbooks Service Fees and Refunds

Hello, @bav.

 

I appreciate you joining on this thread and sharing your thoughts about the Payments service fees. Let me help route you to our feedback page to let our Product Developers know how you feel about the Payment feature in QuickBooks.

 

We always aim to provide you the best experience. That said, you can send your thought and ideas by sending feedback. 

 

Here's how:

 

  1. On your QuickBooks account, click the Gear Icon.
  2. Select Feedback.

 

 

Drop a comment below if there's anything else I can help you accomplish, or if you have other questions about the service fee. I'll be glad to keep helping.

Level 1

Re: Understanding Quickbooks Service Fees and Refunds

Charging for a refund is insane. 

I can understand not refunding the original fee, while unacceptable, but a fee on the refund?  That is crazy stupid money grubbing.   I got hit with that too.  No more card refunds with QB.  And fewer if any card charges.

QuickBooks Team

Re: Understanding Quickbooks Service Fees and Refunds

Hi @mdp84003,

 

We appreciate you voicing out your thoughts for Payments service fees.

 

Let me provide you options on how you can proceed with this:

  1. Submit feedback by pressing the Gear icon then select Feedback.
  2. You may visit this link: https://community.intuit.com/products/quickbooks-payments-help-en-us to get a hold of Payments support.

Leave a comment below if you have any other questions.

Level 2

Re: Understanding Quickbooks Service Fees and Refunds

It is highway robbery- I had a 23000.00 sale and was charged 600-700.00.  The next day customer died. His wife begged me to cancel order- I di...I refunded the money and was charged another 700.00.  So because Quickbooks cant seem to get their S*(*T together- I lost 1400.00  It's wrong- and should be illegal on refunds.

 

DM Rentals and Sales

QuickBooks Team

Re: Understanding Quickbooks Service Fees and Refunds

I like to ensure that this charge concern will be taken care of, @dwa818924.

 

If you're using QuickBooks Payments upon receiving and refunding the sales transaction, I recommend getting in touch with the Merchant Services Department. They have the tools to check on your account and validate the charge that you receive.

 

You can contact them at 1-800-558-9558. They are open Monday to Fridays from 6 AM-6 PM (PST) and on Saturdays from 6 AM-3 PM (PST). 

 

If you wish to reach them through chat, please visit this link: Contact Payments Support 

 

I got your back if you have any other concerns with this or any QuickBooks related things. Just reach out to me here, and we'll take it from there.

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