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deann3
Level 2

A customer paid with CC which immediately posted to QBO. The monies did not post into our bank. How can I remove the payment to send the customer an unpaid invoice?

 
2 Comments 2
JenoP
Moderator

A customer paid with CC which immediately posted to QBO. The monies did not post into our bank. How can I remove the payment to send the customer an unpaid invoice?

I'd be glad to jump in and help you collect the payment, deann3.
 
First, make sure that the payment did not go through. You can log in to your Merchant account to verify the status. Here's how:
 
  1. Go to the Merchant Service Center.
  2. Proceed to the Activities & Reports section, then select Deposits.
  3. Select the date range in the Dates field.
  4. Click Search.

 

More details about this are discussed here: Find Out When QuickBooks Payments Deposits Customer Payments.

 

Second, if you can't see the transaction or if it was rejected, unlink the posted transaction to make the invoice unpaid again. Then, send it back to your customer for them to reprocess it or use another card. Here's how:

 
  1. Open an the invoice.
  2. Click the 1 payment made link under the Paid status, then click the date of the payment.
  3. Select More at the bottom of the page, then select Delete.
  4. Click Yes.

 

Once done, you can now resend the invoice to the customer. Just click the Save and send button at the lower-right hand corner of the invoice and follow the same process as you normally would. 
 
Feel free to check out this article in case you would need this in the future: Handle a Rejected or Failed Bank Transfer Payment.
 
Don't hesitate to join us back in the Community if you need anything else. We're always here to help.
JenoP
Moderator

A customer paid with CC which immediately posted to QBO. The monies did not post into our bank. How can I remove the payment to send the customer an unpaid invoice?

Hi deann3,
 
Hope you’re doing great. I wanted to see how everything is going about removing the payment and sending the invoice back to your customer. Was it resolved? Do you need any additional help or clarification? If you do, just let me know. I’d be happy to help you at anytime.
 
Looking forward to your reply. Have a pleasant day ahead!
 

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