Why is my customers credit card payment showing a delayed transaction.

Hi there, innovativepoultr. Welcome to the Community.
 

If this is your first time processing with a QuickBooks Payments account, the initial set of transactions you take will be delayed for up to five business days while we conduct a review on them. If there's anything Intuit needs during or after this review, we'll contact your business through email.
 

Additionally, periodic reviews are done across all accounts that process with us. If one of these reviews occurs on your account, you can expect to see emailed communication from us. So definitely keep an eye on your inbox if you can see that a deposit has a delayed status. Generally when this happens, there's personal and/or business documents we may need from you. The correspondence from Intuit will explain what we need to move forward with our research. If it seems you aren't receiving any emails about it, you can always contact us if necessary.
 

I've included a few resources below which provide further information about delayed payment reviews:

• Why is my batch deposit delayed?
• Why are my funds on hold?
• An overview of funds on hold reviews
• What to do if customer payments are on hold
• Intuit Merchant Agreements for QuickBooks Payments

If you have any other questions you can reach out to me here. Have a wonderful day!

There was a hold on my account for 5 days and the payment has still not been deposited to my account. I am a first time user. Please help

Welcome to this thread, @dthomas6203. I'd be glad to give insights into your delayed deposit question.

Generally, the first deposit usually takes a little longer to establish the merchant account. It may take 5 business days to receive your first deposit after you take your first successful payment. 

Then, all deposits after that should process on your regular deposit schedule which takes 2-3 business days. 

These also vary depending on the following factors:

• Time of day you enter transactions.
• Weekends and federal holidays.
• The financial institution where transactions are deposited.
• How long it takes for your bank to verify and process electronic deposits.

Check out this article for more insights: Why is my batch deposit delayed or suspended?.

You can also contact our Merchant Services Support team to help look further into the system to see why your deposit is delayed.

For future reference, you can always check the deposit speed in your QuickBooks Online (QBO). 

Let me know if you have more questions about QuickBooks deposits. I'll be here to help you in any way I can.

We are a small manufacture. We are not a new user to QB and or intuits merchant services. We have processed dozens of credit cards using QB/Intuit totaling more than $100k over the last four months.

On Jan 13th at 9:30 we procced four separate cc payments totaling $39,754.00. There was nothing new and or different about these transactions from the dozen's we had processed before. After the deposit did not show up the next day as usual we discovered that the batch was being held for review. We then contacted intuit to find out what the issue was. After hours on the phone we finally received a request for docs that we sent to verify our company and the legitimacy of our customer charges. The same documentation required to set the account up. We are now 6 days and still the funds have not been released.

What does this mean? We have to hold payroll. That's 16 hard working folks that cant get paid. We have had fees at our bank that we will never get back. We have been limited in our ability to operate because we do not have the cash. 

We have no direct contact beyond basic customer service that can help us and they make it very clear that this is all out of their hands. We have spent at least 6 hours on the phone trying to work this out. 

You have taken the money from our clients. You are holding the money with no clear time line for when it will be released and or what the hold up is all about. Our clients don't have the buying power and we don't have the cash. 

As a business owner and operator for the last 29 years I have never experienced anything like this. As far as I am concerned intuit has taking money and refuses to give it to us and or back to our customers. This is fraud. Period. 

Today I started the process of changing my merchant account and looking for an alternative to using QB and or any product or service offered by the company. 

I am also exploring any legal option I have to be compensated for the loses and stress this garbage has caused. Fees, CC interest, lost production, lost revenue. 

I am sure that my $400k a year in CC transactions mean nothing to you. I am sure that losing one small business owner means nothing to you. I am sure of this by how we have been treaded over the last six days. 

I will be sharing this story to every small business owner I can. 

I am disgusted with your service and carelessness with your customers. 

Regards

Steve Young

Owner/CEO 

Arbor & Ore LLC

Salt Lake City Utah

We are a small manufacture. We are not a new user to QB and or intuits merchant services. We have processed dozens of credit cards using QB/Intuit totaling more than $100k over the last four months.

On Jan 13th at 9:30 we procced four separate cc payments totaling $39,754.00. There was nothing new and or different about these transactions from the dozen's we had processed before. After the deposit did not show up the next day as usual we discovered that the batch was being held for review. We then contacted intuit to find out what the issue was. After hours on the phone we finally received a request for docs that we sent to verify our company and the legitimacy of our customer charges. The same documentation required to set the account up. We are now 6 days and still the funds have not been released.

What does this mean? We have to hold payroll. That's 16 hard working folks that cant get paid. We have had fees at our bank that we will never get back. We have been limited in our ability to operate because we do not have the cash. 

We have no direct contact beyond basic customer service that can help us and they make it very clear that this is all out of their hands. We have spent at least 6 hours on the phone trying to work this out. 

You have taken the money from our clients. You are holding the money with no clear time line for when it will be released and or what the hold up is all about. Our clients don't have the buying power and we don't have the cash. 

As a business owner and operator for the last 29 years I have never experienced anything like this. As far as I am concerned intuit has taking money and refuses to give it to us and or back to our customers. This is fraud. Period. 

Today I started the process of changing my merchant account and looking for an alternative to using QB and or any product or service offered by the company. 

I am also exploring any legal option I have to be compensated for the loses and stress this garbage has caused. Fees, CC interest, lost production, lost revenue. 

I am sure that my $400k a year in CC transactions mean nothing to you. I am sure that losing one small business owner means nothing to you. I am sure of this by how we have been treaded over the last six days. 

I will be sharing this story to every small business owner I can. 

I am disgusted with your service and carelessness with your customers. 

Regards

Steve Young

Owner/CEO 

Arbor & Ore LLC

Salt Lake City Utah

This is not the kind of service we want you to experience, Arbor and Ore.  

Let me share some insight into why funds are on hold, and I'm here to ensure this will be taken care of.  

When something unexpected occurs in your transactions, this may trigger a hold on that payment. This doesn’t mean that anything is wrong. We just need extra time to review. Here are some common reasons for holds: 

1. When your payment processing exceeds the established maximum dollar amount expected on your account.
2. When a transaction is processed after several authorization attempts and failures.
3. When certain transactions require verification of your business type to ensure it complies with the Intuit Acceptable Use Policy.
4. When our systems identify processing patterns that pose a risk to any of the parties involved: you, your customer, or Intuit. 

These resources will give you information about payment holds. It also includes several articles to help you learn more:

• Understanding Payment Holds
• Why are my funds on hold?

In either case, if you haven't received a communication about your funds you can reach out to the Payments team directly so they can review it. They'll pull up your account in a secure environment and investigate what's causing the delay of the deposit. Contact Payments Support.  

Your patience here has been so important. Please don’t hesitate to leave a message if there anything you need about QuickBooks payments. Always take care!

We have had a similar experience. A total of ~$100,000 in client payments (bank-to-bank ACH, via link on invoice) has been help up for "Review". We've been with QB for 4 years!  We've spoken with 4 representatives over 2 days who have offered completely different explanations. "I don't know what's happening" "We can't reach that department. Neither can you, they don't take customer calls." "Your money is cleared". "Your money will arrive anywhere from maybe 3-7 days, but can't say for sure"

We've been offered no explanation of what the 'Review.' is.  Someone allegedly from Payment Review, called and 'verified' our identity. Said he'd clear the payments. Nothing 2 days later.  No emails. No calls. 

This cannot be legal or acceptable SOP even under the Merchant Agreement. We will be seeking counsel to determine in writing What authority Intuit has to hold funds at all. Under what circumstances this 'Review' was triggered. Under what authority Intuit can indefinitely hold funds from the recipient that have legally cleared the sender, with no further explanation as to when funds will be deposited.

-BCP

Needless to say, we won't be QB customers much longer.

We are also moving to another platform. This is beyond ridiculous! And we will be seeking counsel to see a written explanation of what this 'review' entails, how Intuit is authorized to perform such 'review' , under what trigger circumstances, and what right Intuit has to hold funds indefinitely, with no explanation to the legal recipient of such funds. 

I just had this happen to a customer trying to pay an invoice. They had “debit card” selected instead of “credit card”. She switched it to paying with credit card and it worked just fine. 

Hi there, @Tungiutaa.

Thanks for posting into the thread and sharing some insights on what you're customer has done when trying to pay an invoice. It can help other users whose having the same issue in the future.

If there's anything else we can do for you. Please don't hesitate to post here in the Community space. We're always here to lend a hand. Have a great day!

Same for me. I have been with QB 3 years now and process countless transactions. I have been waiting since Monday to resolve a collection. My money has been on hold for 4 days now I was told 24-48 hours. Here we are Thursday and no call or email! QB is not worried about our employees or business! Look to switch in the near future.

Hi there, Btaxguru.

I understand how inconvenient it can be to have your funds held after receiving payments via QuickBooks Payments.
 

At this point, it would be best to reach out to QuickBooks Support for further investigation and assistance. They have the tools to delve deeper into the issue and provide tailored guidance to help resolve it.

You can use this link as a reference to reach them: Contact Payments Support.

Feel free to get back to this thread if you still have other payment-related concerns.

Sad to say I have called all week. No resolve. All I get is someone will call you tomorrow. This issue started last week!