Why do my sales receipts show as PAID, but they are not being processes?

Greetings, @iefschools1.

I'll share some information about your concern to clarify why my sales receipts show as PAID but are not being processed in QuickBooks Online.

When a customer pays you through a payment link, it will automatically be recorded as a sales receipt and will be recorded in QuickBooks as paid automatically, however in your case I recommend reviewing the status of your sales receipt transactions. Also, have the customer check their credit card or bank statement to verify if the payment went through on their end. Furthermore, if this sales receipt is processed through QuickBooks Payments/Merchant Services, I suggest contacting our Customer Care Support to investigate further why the payments were not processed. Let me walk you through how:

1. Access your QuickBooks Online (QBO) company and go to Help (?).
2. Pick or type Contact Us
3. Enter your concern, then select Let's Talk.
4. Choose either of these tabs:
5. Assistant tab and type Talk to a human.
6. Search the tab and click on Contact Us to connect with a support expert.
7. Select the preferred method of contact (phone or chat).

Moreover, feel free to visit or save these articles in case you need it when you want to know how to receive and record invoice payments. Also, how to personalize and add specific info to your sales forms in QuickBooks Online:

• Record invoice payments in QuickBooks Online
• Customize invoices, estimates, and sales receipts in QuickBooks Online

Let me know if you have any other concerns or questions about your sales receipt in QuickBooks. I’m more than happy to help, iefschools1. Keep safe and stay healthy.

Sales receipts are cash receipts. When they're recorded, it is assumed that you have the cash/funds and so you're creating a receipt for the customer for it.  And so, they're always paid.

Only Accounts Receivable and Accounts Payable transactions can be unpaid, waiting to be paid.

It's because QBO does some really dumb things sometimes.  The responses you'll receive here continue the "dumb" theme so ignore them.   You were probably told to use recurring sales receipts for auto pay on a subscription service.  The payment is part of the recurring template so it makes no sense for it to show a zero balance if payment never went through.  The worst part is there's no way to prove it to the customer without screen shots.  

We've lost a good amount of time and money trying to make sense of these head scratchers.   The solution is to use something else for invoicing and use QBO just for bookkeeping.  Or just dump QBO all together.

I had this problem and it took me a week to figure out what is happening.  It is a glitch, and I was missing thousands of dollars in deposits going back the last couple of months.  After a week of calling QB and not getting any help, I finally got a rep who was hearing me and between the two of us and hours later, we found the problem.  Look back on your orders, you likely have also been missing out.  Here's how to know if you did not get paid:

1.  Go to Sales

2.  Click the "All Sales" category

3.  On the far right side next to each order is either "edit/print" or "view/edit".

4.  View/edit means the money has been paid and all is good.

5.  If it says "edit/print", those are the deposits that did not go through because the credit card did not get run.  Keep in mind, this is for credit card customers only - not customers you invoice.

6.  OK, if it says "edit/print", click edit to view that particular order.  On the left side of the order under the credit card 4-digits, it will say "process credit card".  Click that and save the document and the  card will then have been charged.  

7.  If you were to click those other orders where the money did go through (the view/edit orders), that area will say "transaction processed".

A very serious glitch so I have gotten into the habit at the end of the day (or after each transation) and view this to make sure all transactions are processed.  

Call me if you have any questions!  I'm in Minnesota.  --

I had this problem and it took me a week to figure out what is happening.  It is a glitch, and I was missing thousands of dollars in deposits going back the last couple of months.  After a week of calling QB and not getting any help, I finally got a rep who was hearing me and between the two of us and hours later, we found the problem.  Look back on your orders, you likely have also been missing out.  Here's how to know if you did not get paid:

1.  Go to Sales

2.  Click the "All Sales" category

3.  On the far right side next to each order is either "edit/print" or "view/edit".

4.  View/edit means the money has been paid and all is good.

5.  If it says "edit/print", those are the deposits that did not go through because the credit card did not get run.  Keep in mind, this is for credit card customers only - not customers you invoice.

6.  OK, if it says "edit/print", click edit to view that particular order.  On the left side of the order under the credit card 4-digits, it will say "process credit card".  Click that and save the document and the  card will then have been charged.  

7.  If you were to click those other orders where the money did go through (the view/edit orders), that area will say "transaction processed".

A very serious glitch so I have gotten into the habit at the end of the day (or after each transation) and view this to make sure all transactions are processed.  

Call me if you have any questions!  I'm in Minnesota.  --

I should have added that I also show how to solve this problem in the details of step-by-step instructions.

QB would not let me put my phone number. Sorry.

Thank you for posting this. I just realized it happened with several of mine which is a serious problem. Was there any resolution planned?  Also how quickly did you receive the funds to your account once you walked through the steps as outlined?

Thank you for posting this. I just found out this happened with a number of mine as well.  This is a problem as try explaining to a customer you were not paid for months ago when you are an accountant.  

Was there a resolution in sight?  How long did it take to get the funds to your account after saving them?

I'm joining in to provide information and help you have the customer's payments inside your account when using QuickBooks Online (QBO), @WK13.

When recording a sales receipt inside your company file, the system automatically recognizes it as paid. Thus, customers already paid what they owe you, and you provided them a receipt to acknowledge the payment.

If you're using QuickBooks Payments and allow your customers to pay through a link, the customer payment will be available in your account or may take five business days before QuickBooks deposits it to the account. If it doesn't show in your account, we recommend contacting our Customer Care Team so they can access your account in a secure environment and conduct further investigation to determine the cause of the issue. We'll outline the steps to get you going:

1. Access your QuickBooks Online company.
2. Click (?) Help.
3. Select Contact Us, then select a topic to connect with the right expert.
4. choose your preferred way to connect.

For more information, please see this page: QuickBooks Online with Payments & Merchant Service Center.

Furthermore, here are some articles to help you create personalized sales forms, keep track of all the transactions entered inside QBO and learn more about funds on hold:

• Customize invoices, estimates, and sales receipts in QuickBooks Online
• Run reports in QuickBooks Online
• Learn about funds on hold in QuickBooks Payments

We encourage you to comment below if you require further assistance managing sales receipts or customer payments inside QuickBooks. Our team is also ready to extend a helping hand if you have any additional questions about the program. Keep safe.

While I appreciate you responding, QuickBooks payments are not the issue here.  These are recurring payments where we are billing the customer credit card for a subscription service that QuickBooks allows us to set up under recurring transactions. I don't want to have to send the customer a bill or invoice for each subscription and wait for them to pay. These are automatically charging the credit cards without worry from the customer.  Why wouldn't templates that were working fine before not be charging credit cards?  And if not for checking undeposited funds, we would not even know this occurred.  

And as for customer service, I contacted them yesterday and even though the site says your business is open I got a closed office response on the phone. Almost any time I get a support rep I have to give up 1-2 hours of my day to explain the issue and half the time to not even have a resolution.

When you correct the problem By processing the credit card, you get payment within one to two business days like any other credit card order. What I have learned to do is click the credit card area On every single order. Sometimes it will say “processed credit card” and sometimes it simply says “VisaMC, etc”. If you press visa, the “processed credit card” automatically come up.  I actually looked back on about two months and saw so many I missed. I then went back further and saw that there were others. I did not get paid for, but I knew it would be a losing or beyond.  QuickBooks has no resolution. This is like other things that happened in QuickBooks.  Just do as I do every single order and make sure you click that area to process credit card

I cannot help you with recurring payments. I do not have those in my business. But perhaps if you at least called QuickBooks and explained this part of the problem. Maybe it’s connected to that one as well?

Your experience with our support team matters to us, @WK13. While we're aware of your previous interactions, I'll ensure to connect you with our top specialists to resolve your issue about sales receipts not being processed in QuickBooks Online (QBO).

Getting back and forth isn't easy. However, issues concerning unprocessed credit card payments need to be handled by our Payments support team. 

First, they can identify if there’s an error affecting the processing of receipts. Second, our support team can verify your account setting through a secure screen-sharing session to ensure everything is configured correctly. They can also troubleshoot any integration issues, ensuring that credit card payments will be processed accordingly.

Please know that our customer support team is available Monday to Friday from 6 AM to 6 PT, ready to assist you.

Moreover, I'll keep this article available to learn what to do when a customer overpays you in QBO: Handle a customer credit or overpayment in QuickBooks Online.

We'll appreciate your patience as we work towards a resolution. If you have additional questions related to sales receipts, please don't hesitate to chime into this thread. We'll respond promptly to address your concerns. Keep safe.