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Good morning, @heartsupport-hea.
Thanks for reaching back out to the Community and adding some extra clarification on the customer's payments issue. Let's work together to get you the answers you need to help resolve this problem and set your mind at ease.
I recommend contacting our Customer Support Team. They'll be able to use other tools to look further into your account to ensure what steps need to be taken next. Here's how to get in touch with them:
It's that simple. You can also check out some detailed videos of other features in your QuickBooks Online (QBO) account by using our tutorials page.
Let me know how the call goes. I want to ensure that you're able to get back to running your business. I'm only a post away if you need me. I'm always here to have your back. Take care!
There's a possibility that the invoices were accidentally created twice or used the Copy invoice option. You can manually delete the duplicates in QBO.
Here’s how:
Here's an article you can read to learn more about how you can handle your duplicate transactions: How to Void or Delete an Invoice or Other transactions?
You'll want to review the invoice you created by running the Invoice List report.
Also, I have articles here about managing reports in QuickBooks Online (QBO) for your reference:
Know that you're always welcome to post here in QuickBooks Community if you have any other concerns.
I'm sure I didn't explain my situation very well, I know how to make the modifications - as I can refund the customer for the duplicate transaction - but my question is we use GoPayments, and even though I have two invoices - I have only one Transaction ID - it's the same on each. So from all appearances it looks like the customer was charged twice. But from a card/charge processing standpoint - how is it possible to charge a customer twice, using only one transaction ID? What I am trying to avoid is if I refund the customer, and there is only one charge in all actuality - then I'm out the money - I have no problem refunding, but only want to do so if they actually got charged twice, and so far the customer hasn't responded via email.
Good morning, @heartsupport-hea.
Thanks for reaching back out to the Community and adding some extra clarification on the customer's payments issue. Let's work together to get you the answers you need to help resolve this problem and set your mind at ease.
I recommend contacting our Customer Support Team. They'll be able to use other tools to look further into your account to ensure what steps need to be taken next. Here's how to get in touch with them:
It's that simple. You can also check out some detailed videos of other features in your QuickBooks Online (QBO) account by using our tutorials page.
Let me know how the call goes. I want to ensure that you're able to get back to running your business. I'm only a post away if you need me. I'm always here to have your back. Take care!
Thank you, that's what I did and was able to see on the Merchant Account, Transaction report only one transaction went through. Appreciate all the help!
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