Bill Pay via QBO - accidentally paid vendor twice - vendor sent back paper checks created by QBO Bill Pay - how do we stop payment and get $ back from QBO? Thanks!

Tried to use QBO Chat - was given a phone # to call that wasn't Qbooks.

Really? Can you share the screenshot?

Hi there - sorry, shut the chat window and wished I didn't - can't see way to find QBO help chat threads.

Phone # I was given was 1-888-918-7521 - person I spoke w/ asked me for my zip code - gave that, said they 'couldn't find my account' - then they asked me for my SSN - said I don't give that out - then they asked where I banked..........so, I asked 'who do you work for? not Qbooks' - they said 'no'.  I asked again and they said they wouldn't talk to me anymore and hung up.  It was very odd.

I then turned to the community :)! 

Your response of not providing any personal information is correct. When did you pay the vendor? This month or last year?

Paid the vendor in Jan 2024 using paper check via QBO Bill Pay - internal person with us paid same vendor for same invoices, but via vendor portal.  Vendor sent QBO generated paper checks back to us.  Now, wondering what QBO Bill Pay process is for getting funds back that QBO took by ACH to fund these checks (effectively a stop payment process but via QBO Bill Pay).  Thanks!

Hello there, David. 

To ensure that you get the proper assistance in stopping your bill payment, I would like to redirect you to the appropriate department.

Since you've made your bill payment via QuickBooks Bill Pay, I recommend reaching out to our Bill Pay Support Team through the Help panel. They are open on weekdays from 6 AM to 6 PM PT, but they are closed on Saturdays and Sundays. This way, they can help you stop the payment and get the money back.

Alternatively, you can explore the tools in our self-help pages for more information while working with your transaction in QuickBooks.

If you have any other QuickBooks-related concerns in the future, feel free to let me know by leaving a comment below. I'm always ready to assist you with just a few clicks. Have a great day!

Hi Mirriam - that's what I first tried and ended up with the very suspect phone number via your QBO chat support person - as noted above.  The more I think about it - someone on your end really should contact me as I believe your chat support people might be sending customers to nefarious phone #s.

@4Gal - appreciate your comments / feedback.  One would think this type of issue isn't that uncommon and there'd be a good 'help document' to solve. Will add back to this thread if I get somewhere in chat support.

This is the PROBLEM with QB Billpay....I too requested a check to be sent to a vendor which is still in a 'SHIPPED" status.  I have called QB Support twice and spent at least two hours on the phone both times being assured they VOIDED the checks which have never been received by my vendor.  However, QB certainly had no problem deducting bill from my checking account.  One of my vendors have asked to prove payment was made by providing a copy of the cancelled check, QB can't do that either.  Seems like a very flawed system which I will not use again.  Just trying to get three checks voided has become a nightmare.  

When I attempted to VOID checks myself I get a message:  TXN-12912 You'll need to cancel this payment in Quickbooks Bill Pay to void it.  Unable to do that as well.

Getting this issue with Bill Pay fixed is our top priority, @LindaR0412. I'll route you in the right direction for support to sort this out.

This isn't the experience we want you to have. I understand that you've already reached out to our QuickBooks Support Team several times. But I recommend reaching out to the QuickBooks Bill Pay Support Team so they can investigate the issue you've encountered profoundly and find a possible fix.

Please know that when contacting them, ensure to reach out to them during their available hours so they can address your concerns promptly.

Should you have other questions about the QuickBooks Bill Pay? Please let us know. The Community always has your back. 

@Carneil_C  "This isn't the experience we want you to have. I understand that you've already reached out to our QuickBooks Support Team several times. But I recommend reaching out to their QuickBooks Bill Pay Support Team so they can investigate the issue you've encountered profoundly and find a possible fix."

Who is 'their' in this context?

Are the people that Intuit outsources their customer support to outsourcing to somebody else?

Appreciate your response however I have spoken to a Customer Service Rep (front-end) who was communicating with Billpay (back-end) for over TWO hours........still no resolution to my issue.  I've had to pay both of my vendors via company check from checkbook to prevent further late fees.  Now I've paid each vendor twice because of the lack of prompt service from BillPay.  

Exactly..........

Even with a reliable Customer Service Rep does nothing to get BillPay to get checks voided.   I'm still waiting for my checks to be voided after several phone calls, the bills are still in "shipped" status and no way for me to cancel them.  No way for me to get them voided.  No way to get my money back.  No way to get copies of cancelled checks that have not reached vendor to prove payment was made.  BillPay is NOT the source you want to use to get your vendors paid.