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heartsupport-hea
Level 1

I see a duplicate transaction - two invoices, same amount, time, cc - both in undeposited funds, but the same Transaction ID. How is that possible? Ideas?

Since it has the same transaction ID, would the second get rejected?
Solved
Best answer December 14, 2020

Best Answers
Candice C
QuickBooks Team

I see a duplicate transaction - two invoices, same amount, time, cc - both in undeposited funds, but the same Transaction ID. How is that possible? Ideas?

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: 

 

  1. Go to the Help icon in the top right-hand corner. 
  2. Hit the Contact Us button. 
  3. Type in your question and tap Let's Talk
  4. Scroll down and choose to Get a callback

 

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!

View solution in original post

4 Comments
Charies_M
Moderator

I see a duplicate transaction - two invoices, same amount, time, cc - both in undeposited funds, but the same Transaction ID. How is that possible? Ideas?

 

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:

  1. Find the transactions you want to delete, and open them one at a time.
  2. Click More at the bottom of the page.
  3. Choose Delete.
  4. Hit Yes to confirm the deletion.

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.

 

  1. Go to Reports.
  2. Enter the Invoice List in the search field.
  3. Customize the filter if necessary.
  4. Click Run 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.

heartsupport-hea
Level 1

I see a duplicate transaction - two invoices, same amount, time, cc - both in undeposited funds, but the same Transaction ID. How is that possible? Ideas?

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. 

Candice C
QuickBooks Team

I see a duplicate transaction - two invoices, same amount, time, cc - both in undeposited funds, but the same Transaction ID. How is that possible? Ideas?

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: 

 

  1. Go to the Help icon in the top right-hand corner. 
  2. Hit the Contact Us button. 
  3. Type in your question and tap Let's Talk
  4. Scroll down and choose to Get a callback

 

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!

View solution in original post

heartsupport-hea
Level 1

I see a duplicate transaction - two invoices, same amount, time, cc - both in undeposited funds, but the same Transaction ID. How is that possible? Ideas?

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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