My customers are being double charged

Hi there, cmelius.

I'm happy to provide you information about the status of the issue.

We are aware of this issue, our product engineer and all parties involved are working together to resolve the investigation. In the meantime, we will reverse the transactions back to the original cardholder. The ETA for these funds should be 1-3 business days.

In case you need help contacting our QuickBooks Payment support, you may use this article: Contact Support.

Please know that if you need anything, we're here in the Community to help. Thank you for your time and have a nice evening.

Will the credit to my customer be automatic? He's not a happy camper because its holding up $1700+ in his account!!!

We don't want our customers inconvenienced, Galengeigley. Let me address your concern.

Yes, it will be credited back to the original card automatically. As Nick_M mentioned, it should be back to the card within 1-3 business days.

You can also reach out to our customer care support if you have other questions concerning this issue. Just click the link at the top on how to get in touch. 

Feel free to visit the Community if you have other concerns. We're open 24/7 to help you. 

I was told it would be processed overnight tonight and should appear as a credit on my clients card account. Not 1-3 business days!!!! I WILL LOSE MY CLIENT BECAUSE OF YOUR SCREW UP!!!! Mine was a $51,000 error and my client is very, very angry. This crap of having it post in 1-3 business days is usury of the highest regard. Intuit, you made the roe and got double paid!!! How hard is it to reverse the charges so that our clients can use their credit cards again?

Is Quickbooks automatically recognizing their error of double charging with each transaction or is it on us and our clients to find them and report them in order for them to be reversed?

I'm here to help you resolved the double charges your customers received, @marissa2.

Just to clarify, are you referring to the invoice payments that your customer sent through QuickBooks Payments? If yes, you can log in to your Merchants Service Center to help verify the double charge. Any payments processed, including double charges, should reflect together with the transaction id.

Here's how:

1. Sign in to the Merchant Service Center.
2. From the Activity & Reports menu, select Transactions.
3. Choose the Show advanced options, which allows you to do a more specific search using information like transaction ID and expiration date of the card.
4. Select Search.
5. Choose the Transaction ID to display a detailed view of a transaction. 

Once verified, if it only shows a single transaction, I suggest contacting our Merchant Services Care Team. This way, they'll be able to verify the issue regarding the double charge. Here's how to reach out to them:

1. Go to https://community.intuit.com/browse/payments-contact-us.
2. Get the phone number from your chosen Payment product.

Please do let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care

What if a client disputes a charge because of this bizarro issue.  I assume Quickbooks will cover any charge back fees, etc, correct?

Thanks for joining this thread, @Law test.

To know more about the chargebacks and the corresponding fees. I recommend contacting our QuickBooks Payments support team. This way, they can verify and give clarifications if you can refund the charge. 

Here's how:

1. Go to this link: Contact Payments Support. 
2. Refer to the steps in the QuickBooks Online with Payments & Merchant Service Center field.
3. Input the details needed to connect with our live chat support.

For more information about chargebacks, here' the article that you can open: Handle chargebacks and retrieval requests for QuickBooks Payments. 

You can also visit the Chargeback FAQ page. This includes frequently asked questions about chargebacks and rebuttals. 

Please know that you can return here if you have any further issues with the customer's charges. I'll be here to help. Take care always.

My customer still has not been refunded for the double charge that happened on Sept. 14th.  I am having to send her a check to cover what Intuit Double Charged. Please advise.

Thanks for joining the thread, @erinhamp,

I can get you to the right support who handles Payments charges and billing.

We want to make sure your account is safe here in this forum. For security purposes, billing and account concerns are mainly handled by our Live Support agents.

Our Merchant Services department will be the one to check the client's account and help reverse the duplicate charge. To contact us, click the following link: Contact Payments Support

Visit us again if you have other QuickBooks concerns. I'll be right here if you need further help too. Have a lovely day!

Good day,

I am concerned because it is now Nov 2 and my customers have not been refunded the double charge on their credit card.   The tranaction# is for $105.00 charge twice on Sept 13, 2020.

Please help clear this matter up and contact us at  or send us the refund confirmation details to pass along to our customer.

Thanks, Diane 

Thanks for reaching out to the Community, earthly.
 

Our Product Investigations Team had an investigation record (INV-50348) about duplicate transactions from 9/13/2020, which has since been closed as resolved. I reviewed this and can confirm that all invalid charges have been reversed as of 9/16/2020. No action was/is required on your part.
 

You can find more information in the Message Center within your Merchant Service Center:

There was also an email notification sent to impacted merchants:

If you'd like to discuss your account specifics, you'll want to contact our Customer Care Team. They can pull up your account in a secure environment, conduct further research, and add you to the investigation if necessary.
 

I'll be here to assist if there's any questions. Have a great day!

I am having the same issue. My customer just informed me that the double charge on Sept. 14th was never reversed and it is November 12th! 

It's nice to have you here, @brittanyb,

We want to make sure the duplicate charge is addressed immediately. To get this checked, we recommend contacting our Customer Service Team.

To ensure the security of your account, billing and account concerns are handled by our phone team. To contact us, click the following link: Contact Payments Support

Provide the details of the charge to our representatives so they can thoroughly check on it.

Feel free to post any updates here after the call. I want to make sure this is resolved and I'm here if you need further assistance.