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Level 1

I didn't follow up on some shown as paid but not deposited invoices. when I finally checked on them I found the customer had filed a charge back. Why wasn't I notified?

 
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QuickBooks Team

I didn't follow up on some shown as paid but not deposited invoices. when I finally checked on them I found the customer had filed a charge back. Why wasn't I notified?

I'm here to provide some information on how we can handle this chargeback, @BookemDanO


When a customer disputes a charge, the financial institution notifies you and QuickBooks Payments (Merchant Services) a Chargeback Advice form. 


You’ll want to check your emails, including the spam to verify. You can also track chargebacks from the Merchant Service Center for more details.


I have a reference here to get the chargeback settled and how to prevent it in the future. It contains several facts and a step-by-step process on how to respond and manage it.


You can reach out to our Payments Support team to assist you personally with this matter. They can guide you thoroughly with any possible ways to get this done immediately. Please know that they’re available from 6:00 AM until 3:00 PM PT on Saturday and most open during weekdays starting 6:00 in the morning up to 6:00 PM. 


Here’s how to contact them:

 

  1. Select the Help menu.
  2. Click Contact Us.
  3. Enter this statement on the box, “customer filed a chargeback.”
  4. Choose to Get a callback.


You might want to visit this article on how Intuit backing you when you received a chargeback. There are also additional links included about disputes for a depth understanding. 


You can count on me if you have follow-up questions or concerns with your chargeback situation. I'll get back to you as soon as I can. Always take care.

Highlighted
Level 1

I didn't follow up on some shown as paid but not deposited invoices. when I finally checked on them I found the customer had filed a charge back. Why wasn't I notified?

so far none of the replies have been helpful. Myself nor my client was notified about the "chargeback". the issue was insufficient funds in the client's checking account when they chose the ach bank transfer. 

Highlighted
QuickBooks Team

I didn't follow up on some shown as paid but not deposited invoices. when I finally checked on them I found the customer had filed a charge back. Why wasn't I notified?

Hello, @BookemDanO.

 

Let me share some information to make sure that you receive payment-related notifications.

 

You'd want to make sure that your payment notification email delivery is set in the Account and Settings page within QuickBooks.

  1. Go to the Gear icon.
  2. Choose Account and Settings.
  3. Select the Company menu.
  4. Scroll down to the Contact info section.
  5. Click the Pencil icon to edit your email address. 
  6. Pick the Save button.
  7. Hit Done.

If your email address is entered correctly, you'd want to make sure that your email is configured properly. Let's access your email and review your Spam and Junk folders to see if these notification are being routed to the wrong folder when they reach you. You can read through this article for more detailed steps: Unable to receive Intuit email.

 

Lastly, I'd recommend contacting our Payments Support team. They have the tools to securely look up your account and verify the payment transactions and chargebacks in your account. 

 

Get back to us here if you have other questions about managing your customer's rejected bank transfer or payments. I'm always here to lend a hand.

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