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J
jooser13
November 5, 2023
Question

Transaction Fees - PayPal

  • November 5, 2023
  • 1 reply
  • 0 views

Recently (since transaction fee update on Oct. 2), all of our PayPal invoice payments have been charged at 3.5% instead of the claimed 2.99%. Spent 2hrs with QBs support who claimed they were all "keyed" entries (which we don't do) - in the end, QBs support admitted there was an issue internally and would add our issues to the list for correction. 

 

Has anyone else observed incorrect transaction fees being utilized on their accounts? How long did it take to get repayment/refund from QBs for the errors? 

1 reply

MariaSoledadG
MariaSoledadG
November 5, 2023

Thanks for reaching out to us, Jooser13.

 

Yes, you're right, there's an ongoing issue about the PayPal e-invoices charged the keyed-in rate after the QuickBooks Online  (QBO) payments processing fee price increase. Our engineers are working to get this fixed as soon as possible. 

 

If you are already added as one of the affected users of this issue, you'll receive an update once the problem is fixed. On the other hand, refund issues will usually be addressed once the investigation is closed. Although we don't have a specific time frame for when this will taken into action, you can reach out to our support team again from time to time to double-check if you're eligible to receive the repayment.

 

In connection with this, learn from this article on how QuickBooks suggests categories based on how you and other customers do this in similar transactions. I've got this article for more details: Categorized Online Bank Transactions In QuickBooks Online.

 

Reply to your comment below if you have any questions about your transaction fees. I'm always right here to help you anytime.

J
jooser13Author
November 5, 2023

"Although we don't have a specific time frame for when this will taken into action, you can reach out to our support team again from time to time to double-check if you're eligible to receive the repayment."

 

Can you clarify what "eligible to receive the repayment" means?

 

Having already discussed this issue with support, we were added to the list but have concerns about not seeing much community discussion about it. 

Bryan_M
Bryan_M
November 5, 2023

Hi there, @jooser13.

 

I see that you want to further understand what is "eligible to receive the repayment" means. Let me help you clear things up.

 

The "eligible to receive the repayment" simply means there are certain qualifications you need to meet in order to receive repayment. This is why it's important to contact our support team to add you as one of the affected users and be able to receive updates once available.

 

Moreover, you may want to learn what to do when you get a chargeback, you can refer to this article: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

For more QB Payments-related concerns, don't hesitate to reply to this post. We'll be happy to help. Keep safe always.

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