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Level 1

How can I cancel a payment made from a customer with credit card.

4 Comments 4
QuickBooks Team

How can I cancel a payment made from a customer with credit card.

I've got you're back, juan5.


I'm here to help you cancel the credit card payment from your customer.


We can simply void the sales transaction you recorded in QuickBooks Online to trigger the payment. Let me walk you through the steps:

  1. Click Sales in the left navigation menu.
  2. Go to the All Sales tab.
  3. Find and select the payment transaction your to cancel.
  4. Click More, then select Void.
  5. Hit Yes, then OK.

To learn more about this, I recommend following this article: How to void a credit card payment or process a credit card refund


Just a heads up, you need to do this before cut-off time, 3:00 PM Pacific Standard Time (PST). If you've already passed it, you would need to get in touch with our Merchant Services Team. They can pull up your account in a secure environment and process the cancellation for you.


That should do it. Keep in touch if there's anything else I can do for you. I always have your back and am always happy to help. Thanks for reaching out, wishing you all the best.

Level 4

How can I cancel a payment made from a customer with credit card.

How can you disconnect the payment from QBO? It seems when anything goes into Intuit merchant it is locked in place forever with that client account. Also, why is there no warning when someone declines a payment in Merchant that it will cost them a charge? This should be a huge warning flag when rejecting any payment. My admin person did this cand the end result was a loss of $800+ without any warning from Merchant or QBO. 


How can I cancel a payment made from a customer with credit card.

Hi there, @muenstermann. I appreciate your input from every angle.


If you'd want to disable the Merchant services from your QuickBooks Online (QBO) account, you can do it anytime by following these steps:


  1. Sign in to your Merchant Service Center portal as an admin user.
  2. Click the Account tab to display a dropdown menu.
  3. Choose Account Profile.
  4. Click Close Account.
  5. You'll see a Reason for closing menu. Then, pick a reason and enter any comments you'd like to share.
  6. Once done, select Submit.


For more information about cancelling merchant accounts, see this article: Cancel QuickBooks Payments subscription.


As for your other concern, the system or our Merchant Service Team will automatically send an email notification once customer payment is declined or disputed. If you haven't received email notifications, the email may be added to the Spam or Junk mail folder. Otherwise, the settings are not configured properly.


You can check your payments settings by following these steps:


  1. Sign in to the Merchant Service Center.
  2. Go to the Account dropdown.
  3. Select Settings & Alerts
  4. In the Email Alerts section, choose Yes for each notification you'd like to receive.
  5. Enter the email address where you'd like to receive these notifications. 
  6. Click Save Changes.


For more tips about handling disputed payments in QuickBooks, I recommend visiting this resource: Handle chargebacks and retrieval requests for QuickBooks Payments.


To help with your future tasks, here's an article that you can read: QuickBooks Payments FAQ. It contains topics that answer common questions about the Payments feature, like how to check the funding status, fix card reader issues and payments processing.


Stay in touch if you have additional questions concerning your QuickBooks account. I'll be happy to help you out. Wishing you and your business continued success.

Level 4

How can I cancel a payment made from a customer with credit card.

That is not what I am asking. After the merchant account lands the payment QBO does not allow you to extract that payment from the actual invoice. The payment was declined and was clustered with several other payments in the deposit from Merchant. Therefore it is not treated as a disparate deposit. I had to create a new invoice in the clients account, flag it as a return. Then take the original invoice and apply the actual non-declined payment against it and the other associated clustered invoices from the date. I'm assuming everything will balance out properly, but it messes up the clients account with an added invoice and payment. It should actually apply to a cost center the second that Merchant and QBO see the exact payment was declined. Any declined payment, bounced check, or other returned event becomes a monumental nightmare in QBO when it is connected to Intuit Merchant. One would have thought that the SaaS engineers would have figured that one out ages ago.    

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