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P
PHutt
June 11, 2020
Question

Accept Payments with PayPal - why can clients not make payments to us using this facility?

  • June 11, 2020
  • 1 reply
  • 0 views
We have set up a Paypal account, and linked it to Quickbooks to allow customers to use the 'Review and Pay' button on our invoices. We did a test payment with a £5 invoice and it worked perfectly. But the first customer trying to use this keeps getting a message that says 'We're sorry, something seems to have gone wrong. We'll take you back to the checkout so you can try again.' The system then takes them to a different Paypal guest check out area, and the card gets declined. They have spoken to their bank, who can see the attempted transactions, but have not declined them and have no reason to. The bank says the issue is at our end. We have then used our old card payment system and it has gone through first time no problem. But we want to move away from that so clients can use the 'Review and pay' option on our invoices. What am I missing? Why would the test transaction work fine, but the next attempt not? We even tried taking the clients card details and processing it on the same machine that the test transaction worked fine with, and it still hasn't worked... Many thanks in advance for any help!

1 reply

R
Rea_M
June 11, 2020

Thank you for providing the detailed information about your experience with the Accept Payments with PayPal app in QuickBooks Online (QBO), PHutt.

 

I'm here to ensure you're able to process customer payments and let them utilise the Review and Pay button on our invoices. This way, you can easily track your sales transactions and allows your customer to make payments online.

 

Before we start, let me provide some reasons your customer's card may get declined:

  • The info they entered didn't not match with the bank.
  • The payment amount is larger than the limit set by your card issuer or bank.

 

After setting up a PayPal account, your customer should easily pay your invoice online through the Review and Pay button. 

 

Since it worked with the test payment, I'd recommend letting your first customer do some basic troubleshooting. Let them use a private browser (incognito) in opening the emailed invoice and paying it. This is also applicable to the machine (computer) that the test transaction worked fine with. This way, we'll be able to isolate the issue and fix the unusual response of the system. Here's how:

  • Press Ctrl + Shift + N (Google Chrome)
  • Ctrl + Shift + P (Firefox or Internet Explorer)
  • Control + Option + P (Safari)

 

If it works, have you customer return to their default browser and clear its cache and cookies. There are times the browser gets overwhelmed with frequently accessed pages, thus affecting the system's performance.

 

However, if the issue persists, let your customer use other supported browsers in paying the invoice online.

 

Once your customer successfully paid the invoice, it'll be marked as Paid and a payment transaction is created against it in QuickBooks.  You can verify this by pulling up the Invoice and Received Payments report through the Reports menu. It'll display the complete list of the payments you’ve received and the invoices that go with them.

 

Please let me know if you have other concerns. I'm just around to help.

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