You can email the confirmation page or receipt when processing a credit card, Dena3.
I'll guide you with the steps:
Although, if it's processed already, we can print the credit card receipt/payment, then manually email it to your customer. Here's how:
You can attach the PDF to your email, and send it to your customer.
Let me share the article about processing payments in the Merchant Service Center for future reference.
If you have more questions, please tag me and I'll reply to you as soon as I can.
Merchant services credit card payment process. I selected "email customer receipt" the customer email field auto populated another customer's email which I changed to the correct email, but apparently the email change didn't take because the customer notified me today she had received someone else's receipt. Why would that happen? How can I prevent that from happening in the future?
Let's investigate what's causing the wrong recipient when sending a transaction receipt from Merchant Service Center, dso0216.
If you link your Merchant account in QuickBooks Online (QBO), let's make sure the correct email address is registered in the Customer profile. If you're using the Desktop version, just go to the Customer information page to verify the email address.
The customer's information will reflect once the customer email field auto-populated in the Email Receipt section. If not, just manually enter the email address to ensure you send the receipt to the right customer. You can also Cc yourself and add a personal message when sending it.
Once done, your customer receives it with the credit card processing information.
Just in case the Send button is unresponsive, refer to this article to troubleshoot the issue: Sending Transaction Receipt from Merchant Service Center via e-mail, SEND button is non-responsive.
If the same thing happens, I'd suggest contacting our QuickBooks Merchant Support Team. They'll pull up your account and investigate what's causing this issue.
Visit the our Merchant Services page for more insights about managing your QuickBooks Payments transactions.
Keep me in the loop if you need a hand with running payment reports in your account. I'm always here to assist you. You have a good one.
Thank you RVC. I'm actually accessing Merchant services online, but use desktop QB for accountants. I've used the program to process credit cards for many years and never has this happened before. I'll try the steps you detail tomorrow and update you with any information.
Thanks for checking your Merchant account, dso0216.
It would be best if one of our Merchant Support to check this further. They can start a screen-sharing session to gather more data on the issue. You can reach them from 6 AM - 6 PM Monday to Friday and 6 AM -3 PM PST on Saturdays.
Let me know if you have other questions in mind.
It looks like the account is going to another client's account! I saw the email pop up again so I went to "Profile" and yes, the client whose email popped up instead of mine is listed with their information (I believe just set-up Merchant Services) ! Also, I'm not seeing the transaction posted in my bank account! It must have gone to theirs??? I'm really confused because the week before I processed a transaction and all went through fine.
The web link you provided above does not see to provide a contact phone number for support??
Please respond as soon as possible. I need to get this straightened out asap.
Let me share some information on how to resolve this, @dso0216.
If your customers made a payment through a credit card, it takes 1-2 business days to reach your bank. While bank transfers (ACH) payments can take 2-7 business days. You can check this article for more information: Find out when QuickBooks Payments deposits customer payments.
If you'd still like to contact our Customer Support for Payments, you can get their number through this link: Contact Payments Support.
Let me know if there’s anything that I can help. I’m always here to assist. Have a wonderful day!
Unfortunately, this problem has not been resolved. I contacted support and was told to wait and have customer who erroneously received the payment reverse the transaction in merchant services once it shows up in the bank. I had to go out of town all last week. Received an email from my customer that Intuit told her to write me a check and the $30 fee can't be refunded but she can get a credit through her monthly subscription.
Many issues with doing this way.
Confusing for the customer making the payment
Customer is on my wholesale QBO account so the credit will be from me.
Bottom line is this is a mess and Intuit is not taking any responsibility.
Thanks for getting back to us, dso0216.
Just like my other colleagues suggested, contacting our Payments Support Team would be our best course of action. They'll be able to investigate this matter further.
Aside from your customer writing you a check, they can also do bank transfer or ACH. Then, you can record the payment manually in QBO.
Meanwhile, bounced customer payments can also be recorded in two ways. We can create an expense or journal entry. You can use this link for reference: How to record customers' bounced checks using Accounts Receivable.
Let us know if you need anything else.
But the payment didn't bounce - for some reason when I signed in to my online merchant services account - through my web browser - the account was another customer's account. I didn't notice the account wasn't mine. I don't process many transactions through MS so all are manually entered through the web browser. I noticed the email receipt defaulted to another customer (who just so happened to have recently set-up an MS account). I simply changed the email to mine thinking it was the auto populate. Turns out I was actually in that customer's MS account and processed another customer's payment through their account! All very strange. Intuit CR couldn't seem to understand what I was telling her. I signed into what I thought was my MS account using MY password, etc. Never would I have thought my password would be able to access another customer's account. No the issue is getting the transaction straight so I get my money, and hopefully we get the fee reversed. I really think Intuit should look carefully into this issue.