Quickbooks notified us of a chargeback from a customer, but hasn't provided any additional information

I can imagine what you must be going through, info1856.

We will make sure to have our QuickBooks Payments Tier 2 Team to take a further look at your case. Rest assured, we'll contact you with next steps via phone call or email within the next 1-2 business days.

I just want you to know that you are always free to visit us here in the Community for further assistance. Stay safe and have a good one!

While I appreciate your response, it's been over three weeks since I initially reached out to Intuit and requested assistance/information so that we would be able to respond properly to this chargeback. Since that time, I've communicated 10-15 times with Intuit representatives, and spoke to numerous representatives from Intuit's Payments Team/Department, including both representatives overseas (who have responded mostly "robotically" and possibly without even understanding the concerns being raised), and US representatives, who have been more understanding, but equally unhelpful. I've come to understand that since your department that works directly with chargeback issues is not "customer facing," a merchant in my position cannot actually communicate with any individual at Intuit who would even be in a position to assist, and even after escalating this matter several times and opening several "cases" in an effort to obtain some basic information and assistance from Intuit, I have still received zero information.

Instead, Intuit has repeatedly reopened the chargeback claim multiple times and directed us to respond again and again with same information. By continuously reopening the case without providing us with any of the requested information regarding the customer's claim, Intuit is likely further adversely affecting our ability to recover our funds, by initiating multiple appeal processes while we've clearly stated that we have no ability to respond with any further information until we received the requested information regarding the customer's claims.

Based on our experience thus far, it appears that Intuit's policies and processes are systematically structured to prevent merchant account-holders from receiving necessary information in order to respond to chargebacks. Even after repeated requests, the representatives whom I have spoken with are generally apathetic or if not, apologetic that they are equipped to respond to matters like this.

These practices by Intuit may be palatable to large companies with the ability to absorb these losses, or for smaller chargeback amounts. However, we are a small business, and the chargeback amount which is in excess of six thousand dollars will have a significant impact on our business. It is unconscionable that Intuit continues to enable a customer claim that is clearly fraudulent by withholding basic information from the merchant and impeding our ability to respond properly. Is this Intuit's standard practice in all chargeback cases?

Thank you again for your response, and I look forward to your further assistance.

Daniela - Thank you for your reply. But sadly, you're no better than the rest of your team. You provided your "assurance" a week ago that I would finally hear back from Intuit's payments team and receive some assistance within 1-2 business days. It's now been almost a week since you provided that assurance. And almost a month since I originally reached out for assistance (and followed up repeatedly). 

As a small business, it is very hard for us to swallow a loss of thousands of dollars as a result of a fraudulent chargeback. But this is so much more frustrating knowing that we've reached out to Intuit countless times to provide some (very basic) assistance with this matter, and clearly Intuit couldn't care less about its merchants/customers.

2 week, and still no reply.

Your attention to customer service is dismal.

 This is scary because I'm now facing the same issues and even discussed the chargeback with my client and their third party and they were not aware of a chargeback actually being filed with their bank. There is no evidence of a chargeback only from Quickbooks saying there is one. They told me to go to my client and their party to take care of the issue with their bank. How do they do that if there is no actual dispute with their bank? Now I'm getting the run around from the employees at Quickbooks. My account has been put on hold and this is causing my business equitable damages, and holding up my ability to take in payments.

My situation is also just as unbelievable.  Here we are paying for a service and they are the first to turn on you and can not be trusted.  I had a customer pay us a significant amount of money for a contracted job that he owed.  He simply went into Quickbooks and complained after weeks had gone by and wanted to revoke his payment.  I never thought after that amount of time that was possible.  But it happened we were charged back the payment and that was after I sent all the proof that the customer owed it.  In other words that can happen at any time for any amount of money.  I will never use there service for receiving payments ever again.  I wish I could just get rid of Quickbooks all together.  Not my call.  

Mabe a class action lawsuit will straighten them out.

My situation as well. In addition to the fradulent chargeback, quickbooks payments closed my merchant services account and is still holding $3K from invoices that aren't even connected to the customer that fraudulently did the chargeback. I've been told that there's nothing else they can do because their risk management team isn't within Intuit and they have no contact information they can give to me to speak with risk management because they are a back office team and are not client facing. Imagine being a 10 year customer, being given the run around and.or no help at all even with multiple case numbers that were "escalated", being promised callbacks from supervisors that you never get, and when you get one agent whos bold enough to get a supervisor on the call with them, the supervisor "doesn't troubleshoot and is only there for feedback" and ultimately, your payments account is closed without Intuit even contacting you about the chargeback because it was a "business decision" to close my account due to "high risk"........I'm definitely taking my money elsewhere. This is unacceptable.

Same issue here. As of today, there's "nothing else they can do." after escalating multiple cases which still haven't been responded to and my merchant account was closed "due to a business decision" because a customer fraudlently filed a chargeback and intuit never even contacted me to allow me the opportunity to provide documentation. $3K in deposits delayed with no timeline as to when or if the funds will be released.......Been with QB 10 years, and I'm infuriated with how they have handled this......