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Level 1

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?

 
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Moderator

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?

Hello str_dsgn,

 

There's a way how to handle rejected bank transfers/payments in QuickBooks Online. First, we'll need to determine if the payment deposit was recorded. Second, create a special service item. Then, create a Sales Receipt. Lastly, attach the rejected payment to the new sales receipt. 

 

Please open this article to see the detailed steps: Handle a Rejected or Failed Bank Transfer Payment.


Once done, go ahead and create a customer statement. Filter it to show all transactions just like the screenshot below. 

 

Let us know if you have any questions. We'll be right here to help. 

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Level 1

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.

Highlighted
Moderator

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?

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.

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Level 1

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?

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!

Highlighted
Moderator

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?

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.

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Level 1

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?

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. 

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Moderator

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 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:


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

Highlighted
Level 1

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?

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.

 

Highlighted
Moderator

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?

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!

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