Invoices paid upon viewing

JayW1960 · ‎September 24, 2021

I am a Quickbooks administrator for several different customers, and so I have different sign-ins for each different customer. When I go to VIEW an invoice from an EMAIL, the invoice gets automatically PAID using an arbitrary CREDIT / DEBIT Card from one of the different customers before it opens up to view. (it may get paid from the last CREDIT / DEBIT card used to pay a legit invoice payment - but I cannot tell if that's the case) In three different instances: An invoice was PAID by the WRONG CUSTOMER because QUICKBOOKS decided to choose which CREDIT / DEBIT card to pay the invoice with. I was NOT ASKED which CREDIT / DEBIT card to use. I was NOT asked to verify if the transaction was correct. QB just PAID the invoice!!! I have had to spend HOURS of my time trying to troubleshoot what appears to be a BUG in their invoice paying system. I have also had to spend time apologizing to Customers trying to explain why charges are showing up on their bank statements that don't belong to them, when they should NOT have been charged in the first place. Anyone else have this problem? Is it an issue in the Invoicing System? The Payment System? The link in the EMail causing this problem?

Rubielyn_J · ‎September 24, 2021

Thanks for bringing this to our attention, @JayW1960. I can provide some information about the automatic payments that are applied to an invoice.

It could be that you have switched on the feature for Automation. QuickBooks Online offers this feature, such as automatically applying payments to an invoice, which can be turned off with just a few clicks. Here's how:

In your QBO account, go to the Gear icon.
Choose Account and Settings.
Select Advanced on the left of the screen.
Click the Pencil icon in Automation.
Remove the checkmark in the box next to Automatically apply credits.
Lastly, select Save and Done.

You can use the screenshot below to serve as a visual reference:

Once done, try to view another invoice to verify if it will not have an automatic payment.

Additionally, let me attached these links to help you manage your invoices in QuickBooks Online:

Should you need additional assistance handling customer invoices, please let me know in the comment section. I'll get back to you right away. Keep safe!

JayW1960 · ‎September 24, 2021

All of those settings are already on OFF.

It shouldn't have "Automatically applied bill payments" nor "Automatically apply credits" since those settings were not turned on.

Are there other settings that might have triggered this type of response in the system??

Jovychris_A · ‎September 24, 2021

Thanks for your prompt response and alerting us about receiving customer payments, @JayW1960.

I haven't seen any reports yet alike from the hurdle you get. As much as I'd love to offer help, share why customers get charged to the invoices that don't belong to each of them, we've got separate support who can address this in no time.

With that said, I recommend contacting our Merchant Services team. With their tools, one of our specialists can pull up your account on file and get the answer on this. You can connect to our team by following these steps:

Click the Help icon on the top right.
Select the Search tab and tap Contact Us.
Enter a few words detailing how you wish to accomplish your goal for today in the What can we help you with? field.
Click Continue.
Choose either chat or callback.

You can check our support hours for more details.

Additionally, you can check the Audit log to see who made some activities before the invoices were sent to different customers.

Feel free to place a comment if you have other concerns related to receiving customer payments. I'll get back to help you out. Take care and have a great day ahead!

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Invoices paid upon viewing