cancel
Showing results for 
Search instead for 
Did you mean: 
tariq1
Level 1

One of my customers paid for a service that I provide in three payments. He is disputing this with his bank, The bank has asked me to produce the transaction record. help

All three transactions were creditcard over quickbooks payment method. Please help me to find the transaction records that will show that the customer paid himself. I don't have his signiture on transactions
1 Comment 1
ZackE
QuickBooks Team

One of my customers paid for a service that I provide in three payments. He is disputing this with his bank, The bank has asked me to produce the transaction record. help

Hello, and welcome to the Community, tariq1.
 

I'll help you with this chargeback. When a customer disputes a transaction through their financial institution, they request documentation about that customer's interaction with the business. The notification email you received from Intuit will detail why they're sending the dispute. You'll want to address the reason to the best of your ability in your challenge response.


Here's some of the documents you can send to Intuit for your rebuttal:

  • A detailed letter of explanation, explaining what all has happened and what it's lead to with this chargeback.
  • Any signatures from your customer. This includes signed receipts, credit card authorization forms, etc.
  • Any photographs that support your side of the story.
  • Screenshots of communication (emails, text messages, etc.) between you and your customer.
  • A copy of the invoice.
  • A copy of the receipt.


Invoices can be downloaded from your books so that you can send them our way with your other documentation. You can also access your QuickBooks Payments account and pull copies of receipts which can be included in your response. Here's how:

1. Use the Gear () icon to access your settings.
2. Choose Account and Settings.
3. Open the Payments tab.
4. Hit Manage details. A new tab will open and load you in to the Merchant Service Center.
5. Go to Transactions in the Activity and Report section.
6. From here, you can use the search filters to locate the transactions being disputed. Once you've found the ones you're looking for, use the Gear () icon towards the right of the record to obtain a copy of each receipt.

 

However, if an electronic signature was taken when processing the payment, you won't be able to find it in your account. You'll have to contact us if you need to extract a copy of it.
 

Also keep in mind that you can reach out to your customer to see if this was disputed by mistake, or if something can be worked out between the two parties. It's important to be aware of the fact that your client can drop their disputes they initiated through their bank if they choose to.


I'm including a few resources below which provide further information about how chargebacks work:


Please feel welcome to reach out to me here if you have any questions. Have a great weekend!

Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up

Need to get in touch?

Contact us