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CanadianCorp
March 9, 2023
Solved

Refund on incorrectly charged QBO product

  • March 9, 2023
  • 2 replies
  • 0 views

How do I speak with the financial team about getting a refund on a product that was incorrectly billed?  I've called the Quickbooks Online team 3 times and each time they tell me to submit a Refund Request (https://accounts.intuit.com/app/oirr).  I have submitted this 3 times and each time I get a template email response just saying it wasn't approved.  Nobody respond to my email replies, and there is no way to contact the billing team.

 

This is terrible customer service. I am being incorrectly billed for the wrong product.  My next move is to initiate a chargeback with my bank and switch from QBO to Freshbooks or Xero.

Best answer by CanadianCorp

Hi there CanadianCorp,

 

Since you have tried submitting the forms three times, you reach out to the support team, and you can mention to them specifically that you have tried the form those three times, as well as provide all the details about the reason for the refund request. They'll then be able to have this checked on their end to see if a refund can be done, and the support team will be able to reach out afterward once they hear back about the results of the refund request.

 

If you have any other questions, feel free to reach out here.


Happy to update that this issue was just resolved yesterday.  It took about 3 weeks, 3 phone calls, 3 refund form submissions.  I'm not sure what was different this time but I finally got a CSR on the phone who took ownership of the issue and found the right team to issue a manual refund of the erroneous charges. 

2 replies

T
Trish_T
March 9, 2023

Hi CanadianCorp,

 

I appreciate you reaching out to Community.  Welcome!  QuickBooks Online provides a direct link to submit a refund request and track the status.  To ensure you qualify, it's important that you have access to the Intuit Return Policy, for the QuickBooks product you've been incorrectly charged for.  You will be sent an email notification with the results of your request.  

 

For additional assistance, I recommend contacting us outside of Community, so we can look into the unexpected outcome from our end, and advise of any additional steps that may be required to ensure a positive result with your refund request.

 

Schedule a Callback or start a Chat: click (?) Help in the upper right in QuickBooks Online > enter "Contact support" > hit Contact Us > provide a brief summary of your situation > hit Let's Talk > choose Get a callback or Start a Chat.
Social Media: Facebook, Twitter, and Instagram.
Support hours are from Monday to Friday between 9 a.m. and 8 p.m. ET.

 

Feel free to reach back out with other questions.  We'd be happy to help!
 

C
CanadianCorpAuthor
March 9, 2023

Hi Trish,

Thanks for your prompt reply.  This is exactly the problem.  I have scheduled callbacks multiple times and each time the CSR agent on the phone agrees that the way to initiate the refund is to use the direct link / web form.  I have done this 3 times and each time it is denied by some unreachable person that doesn't understand the situation.

 

Since I have attempted both of your suggestions a few times without success, I don't want to keep doing the same thing over and over, expecting a different result.  What's something else we can try to resolve this issue?

 

A
Alex M
March 9, 2023

Hi there CanadianCorp,

 

Since you have tried submitting the forms three times, you reach out to the support team, and you can mention to them specifically that you have tried the form those three times, as well as provide all the details about the reason for the refund request. They'll then be able to have this checked on their end to see if a refund can be done, and the support team will be able to reach out afterward once they hear back about the results of the refund request.

 

If you have any other questions, feel free to reach out here.

N
Nenadflooring
November 23, 2023

I have been charged also 3 times with 3 different charges and the phone calls are not helping because they are simply telling me they cant refund. They have CHARGED MY CREDIT CARD without apporoval !!! 
Sending emails, doing refund requests, nothing is helping. I will have to report fraud to my bank. I have even asked for them to remove my credit card and they couldnt do that either. This is the worst company ever !!!!

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