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icutgrassllc
Level 2

Customers paying invoices with a credit card now through the email are getting notices that they have made overpayment in the amount of the CC processing fee.

Until recently if a customer paid with a credit card the system would automatically create a 2nd invoice, on it's own, in the amount of the processing fee and record it into QB. Now, that doesnt happen. So, when a person pays with a CC they get a note saying that they made an over payment in the amount of $x (whatever the processing fee is/was). In my QB, it then shows that they have a credit in the amount of the processing fee and QB is no longer entering that 2nd invoice to enter and record the processing fee. I worry that if I make the entry on my own and the glitch works itself out that figures will be off as there would then be double entries for the processing fee on invoices. This has never happened before and for the past SEVERAL years QB system has always recorded the processing fee automatically on a 2nd invoice it created when a customer chose to pay with a cc. What's worse is customers are getting confused with notes that they have made an over payment. No changes have been made in my QB online system. This is not a user error.
1 Comment 1
Mark_R
QuickBooks Team

Customers paying invoices with a credit card now through the email are getting notices that they have made overpayment in the amount of the CC processing fee.

I want to ensure this unusual behavior is taken care of, @icutgrassllc.

 

I'd like to route this concern to the best support group available to get this addressed right away.

 

Since your customers receive notice that they made an overpayment on the amount of the processing fee, I recommend contacting our Merchant Services Team. This way, they can check on this matter further and provide some assistance on resolving this. They can also create an investigation ticket on this unusual behavior if other users are experiencing the same. To reach our live chat support agents, you can use this link.

 

I'm adding this article so you'll learn more about processing payment in QuickBooks Online: Take and process payments in QuickBooks Online.

 

Please touch base with me here for all of your QuickBooks needs, I'm always happy to help. Thanks for dropping by.

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