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cambreco
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 February 05, 2019

Best Answers
SterlingD
QuickBooks Team

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

19 Comments 19
Anonymous
Not applicable

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.

cambreco
Level 2

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?

SterlingD
QuickBooks Team

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

cambreco
Level 2

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

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

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.

mdp84003
Level 1

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.

Ryan_M
QuickBooks Team

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.

dwa818924
Level 2

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

BettyJaneB
QuickBooks Team

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.

Sweater_Baron
Level 1

Understanding Quickbooks Service Fees and Refunds

The original post was written during Feb. 2019.  As of September 2019, Paypal changed it refund policy and no longer refunds any of the original service fees. 

Sweater_Baron
Level 1

Understanding Quickbooks Service Fees and Refunds

PayPal no longer refunds any of the original service fees. 

jz9119air
Level 1

Understanding Quickbooks Service Fees and Refunds

Someone please sue them. This is just wrong. They are getting their fees refunded by the credit card companies but double charging their customers. We lose money while they make more than they would on a typical transaction.

BobSaville
Level 2

Understanding Quickbooks Service Fees and Refunds

I was just hit with the same issue: customer ordered a product and I sent him and invoice to pay. He paid, I got the normal transaction fee. Fine. He then decided he wanted something different, so in order to make my books clean and easy, I refunded him his original purchase and he ordered the other item. I got hit with the original transaction fee, another transaction fee for the refund and a third transaction fee for the replacement purchase!! WTH??  Every time I use QB Payments I get pissed off. Square is SOOOO much easier of a company to work with, but QB Payments is easier to bill with invoicing since we use QB Desktop to run the business.   I was really hoping QB Payments would be an answer to helping our profits but it absolutely is not. 

dmairs-dmcompute
Level 2

Understanding Quickbooks Service Fees and Refunds

They need money to pay the lawyers for the court stuff they are trying to fight for stealing peoples refund money by miscatagorizing how you file and when they offer to load a visa with your refund think 150 times how many customers million? Maybe $more

ChristieAnn
QuickBooks Team

Understanding Quickbooks Service Fees and Refunds

Hi there, dmairs-dmcompute.

 

Thank you for posting here in QuickBooks Community.

 

I just wanted to let you know that my colleague responded to your other post. In order to keep the conversation streamlined and provide you with the best resolution, I'll ask that you post any follow-ups there.

 

Just in case you haven't been notified of the new response, here's the link: https://quickbooks.intuit.com/learn-support/en-us/reports-and-accounting/re-federal-court-ruled-on-t...

 

Please know that you're always welcome to post if you have any other concerns. I'm always here to help.

sarahleighs
Level 1

Understanding Quickbooks Service Fees and Refunds

Will have to look into Square space. Thanks for the recommendation. 

nelsonhorning6
Level 1

Understanding Quickbooks Service Fees and Refunds

I agree, really stupid.....Wish I would have realized that on a small transaction instead of losing my $150.00.......Seriously, Quickbooks, you can do lots better than that.

Hinge61
Level 1

Understanding Quickbooks Service Fees and Refunds

We are being charged 2.5 % for ach payments and anywhere from 4.5 to 5% for credit card payments. These are way to much. 

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