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adc9
February 14, 2023
Question

credit card chargeback

  • February 14, 2023
  • 8 replies
  • 66 views

I use Quickbooks Enterprise Desktop.  I took a credit card transaction and made the deposit.  Everything was good.  Then I got notification that it was fraud.  Around the same time I got my bank statement and needed to reconcile it.  The chargeback is on my statement and I have no idea how to get this back out of my account. I thought I could use the "Record Bounced Check" option but that does not come up because I assume that it was taken as a credit card. 

I tried calling QB for support and they have no clue what I am trying to explain.  Can anyone help. 

 

 

8 replies

Ethel_AQuickBooks Team
QuickBooks Team
February 14, 2023

Let me help you handle chargeback for QuickBooks Payments, @adc9.

 

Chargebacks can occur for several different reasons. It can be a result of an error, fraud, or a dissatisfied client. They may end up costing you time and money if you don't handle them appropriately. Here's what you do if a payment you processed using QuickBooks Payments is charged back.

 

The financial institution notifies QuickBooks Payments when a consumer disputes a charge with their bank or credit card company.

 

When QuickBooks receives a chargeback, it analyzes the card for credits. In some circumstances, we are unable to match the chargeback to the credit:

 

  • If the sale and refund amounts are different.
  • If you (the merchant) issue a credit to the card after the chargeback posts to your account. If this happens, send a copy of the credit issued to the card or proof that a refund was given (such as the front and back copies of the cashed refund check).
  • If you issue a refund outside your QuickBooks Payments. If this happens, send proof of that payment to us.\

 

The customer's card issuer credits the cardholder with the amount of the initial transaction if you didn't provide a credit or if we can't match the credit to the chargeback. You, the merchant, are then debited for the credited amount plus a $25 fee. This charge is not fine. It serves to pay for associated expenses.

 

We'll email you if there are any chargeback notices or demands for retrieval in this situation. You will receive explicit directions on what to do next in the email, so don't worry.

 

You can check this article to learn more about handling chargebacks for QuickBooks Payments: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

If you have additional questions about chargeback, you can contact our Payments or Point of Sale Support.

 

Let me know if you have additional questions about chargebacks. I'm always here to help. Have a great day.

abeauregard
August 14, 2023

How do i handle a credit card charge back when not using QB Merchant?  Currently using QB Desktop Enterprise Solutions Retail 2023

 

ReymondOModerator
Moderator
August 14, 2023

Hello, @abeauregard! Allow me to provide you with a step-by-step guide for recording a credit card chargeback in QuickBooks Desktop (QBDT).

 

A chargeback signifies a customer's disagreement with a payment made. It can arise due to various reasons, such as fraud, errors, or customer dissatisfaction. If you're not using QB Merchant Services, you can follow the instructions shared by my colleague Leizyl above to record this in the program. Another option is to create a customer refund in QuickBooks Desktop.  


Here's how to create a refund payment:

 

  1. Go to the Customers menu and select Credit Memos/Refunds.
  2. In the Customer:Job drop-down, choose the customer you need to refund.
  3. Enter the products and services you need to refund.
  4. When you're done, select Save & Close. This opens an Available Credit window.
  5. Select Give a refund and then OK.
  6. In the Issue a Refund window, choose how you want to refund the transaction from the Issue this refund via field. If you choose Cash or Check, select the account you're paying for the refund from.
  7. When you're ready, click OK.

 

When handling chargeback processing fees, simply create expense transactions to record them in QuickBooks Desktop. 

 

In addition, here are informative articles available that delve into chargeback management within QuickBooks:

 

 

Feel free to reach out if you need any further assistance concerning the chargeback. Remember, the Community is always ready to provide support. Have a wonderful day!

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