Sales Receipt shows "Paid (payment failed) . But when I try to send Statement to the client it shows balance zero. How can I fix this?

Thanks for your reply but this is not what is supposed to happen at the first place. 
1. Sales receipts should be reversed in case of payment failures. This is a BIG problem.
2. Also we do not get any email notification when payments fails be it CC or bank account payments. we have to loginto quickbooks everyday to see if any payments failed. Because also reports doe snot show failed payments. see https://www.screencast.com/t/xgKHbCrPOH

The problem is Intuits own 2 products QBO and Merchant Services do not talk to each other properly in this case.  Everything happens in the cloud and Intuit has access to all data. We should not do this manually.    Sales receipts should be reversed automatically in case of payment failures or alt least customer balance should not show Zero because there is no payments made.

Hi @str_dsgn,

As of this time, the option to automatically reverse a failed sales receipt payment isn't available.

In the meantime, you can manually void each failed payment.

Here's an article you can read to learn more about voiding a payment: Void or Refund Transactions in QuickBooks Payments.

I suggest sharing this great input to our product developers through feedback. Messages will be considered for future update and will help them make sure you'll get the best out of QuickBooks. Just click the Gear icon and choose Feedback.

Please know that I'll be always around here in the Community to help you if you have any other questions.

This is a maddening and ridiculous deficiency. We specifically chose QB online to handle recurring monthly payments. How can an accounting system mark a transaction as ‘paid’ when a payment did not go through?  Very upset with all the confusion for my customers and extraordinary extra work involved!

I wouldn't like you to feel that way, User0007.

Reversing the failed payment is still unavailable. I'll make sure to forward this feature to our product engineers. This might be given a chance to be part of the new product updates. You can still follow the recommended steps provided by my colleagues above. 

I'm just around if you have additional questions.

If I create a new sales receipt and process it then will the revenue be recorded twice since the first sales receipt was not voided. If so then I a duplicated revenue record with no receipt. This is really messing with my books. I discovered $2ok+ in recurring sales receipt that did not transact. The AR balance reads zero unless go check each account (300+ accounts) and manually create an invoice for each failed receipt. 

Thanks for hopping into the thread, @rteshiba.

I'm happy to help out here. To make sure this customer's Accounts Receivable doesn't have a duplicate incoming total, you can record a Refund Receipt. This way you can record the returned payment. Check it out:
 

1. Go to New (+), then Refund receipt or Give refund.
2. In the Customer ▼ dropdown, then pick the customer you want to refund.
3. Select the Refund From ▼ dropdown, then select the bank you deposited the payment for the invoice too.
4. Add all products or services the customer returned in the Product or service column.
5. Make sure to fill the quantity, rate, amount, tax, and other fields accordingly, then hit Save and close.
    

You can also check out these resources for alternatives to record a returned payment:

• Enter a returned or bounced check using write check
• Enter a bounced check using a Journal Entry

Let me know if you have any other questions by giving that Reply button below a click. I'll be here to help.

I'm having a similar problem but we are now finding Invoices that we processed through QB Desktop Pro 2019 that have marked as Paid showing up 5 months later in our to be deposited list that were never actually processed and I'm having to call customers and try and re-run their cards for large amounts.  I'm afraid of how many more are going to just show up out of nowhere and how much money is sitting in limbo. Can QB audit our account file against merchant service transactions and find out. If not we are going to go with a different merchant processor and start doing it manually again.

I appreciate you for jumping in this thread, POWAGS.

At this time, I recommend reaching out to our Phone Support team. Since the invoices that showed up were from the last five months, we'll have to take a look at your account and verify the issue further.

Here's how you can contact us:

1. From the Help menu, select QuickBooks Desktop Help.
2. Scroll down and click Contact Us.
3. Enter, Paid invoices showed up on the deposited page.
4. Click Continue.
5. From there, select either Start messaging or Get a callback.

Feel free to get back to me if there's anything that I can help. Take care!

How is this still not fixed? Tell QBO's coding team to stop being lazy and fix this very important problem that is not that complex. I just had to go through a year's worth of sales receipts to figure out which one was disputed.... Should not have to click on every one - one by one - to figure this out. Give us a report we can generate to see which sales receipts we processed were not yet deposited, an email when someone disputes or has NSFs, etc. - ANYTHING. And to top it off when we've been expressing our complaints for the past 2 years on this matter, you reply with a ridiculous 4 step work around with manual entry & manual search. Ridiculous - Please fix. 

Either fix this issue, or you're going to be losing a customer real soon. Please don't reply that it is unavailable at this time. That's obvious.

Hi.  Issuing a refund receipt for a failed ACH transaction not issue an actual refund from the bank?

This is an incredibly frustrating process. 

One for one of my clients bounced for $150. Intuit took that amount our of my bank account a few days laters and shows it as an expense in my QBO.

Question: I can process the refund receipt for $150 in QBO per your suggestion but then there is also a negative charge of $150 showing up on my account from Intuit pulling out that $150. How do I account for that?

Also, I see a $10 charge from Intuit. Does intuit charge a $10 fee for an ACH payment not going through?

Thanks for making it here, malikden.

You can record a refund check affecting the Accounts Receivable account. With this, you should be able to match it with your bank transaction, and at the same time, apply it as payment to the invoice.

The steps below will guide you on how to record this:

1. From the +New icon, select Checks.
2. Choose the correct customer from the Payee drop-down menu.
3. In the Amount ($) field, enter the refund amount.
4. Go to the Expenses tab. Enter the appropriate details in the following fields:
5. - Account: Make sure to choose the Accounts Receivable account.
   - Customer: Job: Enter the appropriate customer.
6. Click Save & Close.

For the negative Accounts Receivables, you can either create a customer credit which you can apply to future invoices or record a refund instead. When entering either of these options, you’ll be asked to retain it as available credit, a refund, or apply it to an invoice.

Here's how to create a customer credit:

1. Go to the + New icon.
2. Select Refund receipt or Give refund.
3. Click the Customer ▼ dropdown, then select the customer you want to refund.
4. Select the Refund From ▼ the dropdown, then select the bank you deposited the payment for the invoice.
5. Add all products or services the customer returned in the PRODUCT/SERVICE column.
6. Make sure to fill the service date, quantity, rate, amount, tax, and other fields accordingly, then select Save and close.

About the refund option, you can refer to Record a customer refund in QuickBooks Online.

For your question about the 10 dollars intuit charge for ACH payment,  I recommend contacting the QuickBooks Payments Support Phone Team. They can review your account and verify the charges.

If there's anything else you need with handling your customer payments, just leave a reply below. 

Thank you for the prompt reply. I am still not sure if I fully understand your suggestion. Let me detail out my exact transaction so you can guide me step by step.

1) I generated a recurring ACH Sales Receipt for $150. The transaction in QBO looks like it went through. I matched the Sales Receipt against the deposit.

2) The payment did not go through due to the customer changing her account account info. Intuit reversed the payment with my bank which reflects and an expense in QBO

3) Customer provided me the updated account info and I processed another sales receipt that went through. 

Question: What are the exact steps in QBO to fix this? And also explain the accounting transactions that these steps will accomplish so I understand the mechanics of what we are doing. Thanks.

It's great to see you here, @malikden.

I can walk you through the steps to record the refund transaction in QuickBooks Online.

Since a sales receipt is like a cash transaction, you can record the reversal by writing a check or expense. This process will offset the income that was reversed by the system.

To record the refund for your customer:

1. Select + New.
2. Select Expense, Add expense or Check.
3. Pick the customer you want to refund from the Payee ▼ drop-down.
4. From the Payment account ▼ drop-down, select the bank account where you deposited the reversed payment.
5. Use the same item from the sales on the check.
6. Enter how much you want to refund in the Amount field.
7. Fill out the other fields as you see fit, then select Save and close.

Once done, go back to Banking page. You should be able to Match it with the expense on the Bank Feeds. If not, click that transaction row for refund receipt to find a match.

See this link to learn more about handling bank transactions in QuickBooks Online: Categorize and match online bank transactions in QuickBooks Online 

Once everything is done, you can edit or delete the recurring transaction with the updated credentials.

Here's how to edit an existing recurring template:

1. Select Settings ⚙️.
2. Under Lists, select Recurring Transactions.
3. Select the appropriate template, then select the Action column ▼ drop-down menu and choose Use or Delete.

If you have additional questions or clarifications, don't hesitate to get back to here anytime. I'll be right here to help you out with your sales processing. Have a good one!

I have a customer set up as a Sales Receipt whose payments were declined due to an issue on Customers end. How do I resolve this issue?

Hi there, @YahsChildren1. Let me help you resolve this issue.

I suggest voiding the sales receipt in QuickBooks Online. In that manner, you can maintain the record of declined customer payments with the transactions.

Let me show you how:

1. Go to the Sales menu.
2. Find the sales receipt in question. Select the dropdown ▼ and then choose View/Edit from the Action column.
3. Enter the info in the Memo or Message section to add the reason and then hit Save. 
4. Select More in the footer and choose Void.
5. Click Yes to confirm.

Once your customer's payment medium is available and can transact with you again, you can create and send sales receipts in QuickBooks Online and send them one more time to your customer.

In addition, you can reference this article on how to remove recorded transactions from the system: How to void or delete an invoice or other transactions.

On the other hand, you can also check our Help articles for your future reference: Help articles for QuickBooks Online.

I'll be glad to help you if you have any other questions about this topic.​ Keep safe and have a nice day.

This is an absolutely ridiculous solution. 

First, a declined payment on a Sales Receipt should show the balance still outstanding - and NOT MARK IT PAID!!!! If we want to follow up with the customer to say their payment declined, we can't send a copy of the Sales Receipt, because it shows as PAID. And you expect us to void the Sales Receipt, then make a new one, to get around your deficiencies in the system?

Please fix this. Pronto. Thank you.

Hey there, @ATM2022. 

Thanks for chiming in on this thread. Let me share some insight into sales receipts and how they work within your QuickBooks Online account. 

In QuickBooks, you can create a sales receipt any time your customer immediately pays for products or services at the time of sale. This won't hold an open balance like an invoice would. Review this guide for more details: Create and send sales receipts in QuickBooks Online.

You can send feedback to our Product Developers so they can consider making this a more clear and usable feature in the near future. Keep up with what's new in our Blog site as well so you don't miss a new feature. 

I suggest you also look into using our Invoices feature, as it may be a better fit for your business. 

I hope this helps answer your question. We're always here to have you back. Have a wonderful day!

We use Recurring Sales Receipts to process monthly payments from our customers.  The payment method is an ACH e-check or debit from their bank account.  If one of those transactions fails or is rejected by the customers bank we used to receive a notification email a few days later.  The email contained the rejection code so we were able to tell the customer why it failed so we could fix it.  About 2 months ago we stopped receiving those emails.  We have contacted support multiple times and got nowhere bc the support agents had no clue where these emails were coming from or what they were even for.

We need to receive those emails again so we at least know WHY the transaction failed.  Our email address that is on file with QB and merchant services has not changed.

Anyone have ideas on how we can get this fixed or who at support can actually help us?

Hey, @LWiles. 

Thanks for jumping in on this discussion. Let's work together to get this problem handled once and for all. 

To clarify, did our support team try these detailed instructions with you listed in this helpful guide: Unable to receive Intuit email from QuickBooks Payments. 

If not, I recommend trying them to help resolve your issue. 

If you have, please let me know in a response below. This will help me determine the best solution for your business. 

I'll be waiting for your response! 

I am having a similar issue.  The sales receipt is marked "payment failed" so no money came into our account.  BUT, on statements and reports I make, it shows that money was received for this sales receipt.  How can I fix this?  I cannot issue a refund b/c the money never hit the checking account.  

I appreciate you joining the thread and notifying us about your experience with your sales receipt, Jennut77. I'm here to share some steps to fix your record.

Since the transaction didn't go through your actual account, you can void it within QuickBooks.This way, you can keep a record of your declined customer payments along with the transactions.

Here's how:

1. Sign in to your account.
2. Click on Sales at the left pane, then All Sales.
3. Find the sales receipt entry.
4. Select Void from the Action dropdown menu.
5. Tap on Void to confirm the action.

For further details, you can explore the content available from this link: Void or delete transactions in QuickBooks Online.

Afterward, you may contact your customer to request them to resend the payment again, as it was unsuccessful.

On the other hand, you can also sign in to the Merchant Service Center to review your transaction history. I'm adding these links for your reference:

• Find transactions, deposits, or fees in the Merchant Service Center
• View and download statements in the Merchant Service Center

Furthermore, you may access this website to know more about creating sales receipts in our system: Create sales receipts in QuickBooks Online. However, if your customer intends to pay the transaction in the future, you can create and send them an invoice.

If you have other questions about your sales transactions, notify me by leaving a comment below. I'm just a few clicks away to help you once more. Have a good one!