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A
A2ZUSA
October 6, 2022
Question

Customer paid on Sunday - funds still on hold..

  • October 6, 2022
  • 1 reply
  • 0 views

I sent an invoice to a customer and he paid on Sunday 10/2. 

Quickbooks held the deposit for review and asked me a series of questions which I answered on 10/3 at 3pm. 

Today is 10/6 and Quickbooks still has $6,500 on hold! 

I need these funds to be released asap or it will severely hurt my business. 

I’m already dealing with a flooded home from IAN; I didn’t expect this after receiving many payments with no issues.

 

I’m a paid customer for almost a year now why is Quickbooks taking so long to resolve this issue when there are no charge backs on my account etc.   

1 reply

R
Rea_M
October 6, 2022

Hello there, @A2ZUSA.

 

Let me share a few insights about why QuickBooks withheld funds and help you go over them to identify what you need to do to fix the issue.

 

When funds are withheld, this means we need to review payments to protect the interests of all parties involved in the process.

 

Some common reasons for withheld funds are the following:

 

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

 

With that, let's go check the history of the payment by visiting your account in the Merchant Service Center. It keeps a complete record of your payment activity. Here's how:

 

  1. Sign in to the Merchant Service Center.
  2. From the homepage, select Activities & Reports.
  3. Choose Deposits. 
  4. Select the date range in the Dates field.
  5. Click Search. 

 

After providing all the requested information, our Merchants team will review the payment (typically within 2 business days). Then, it'll be deposited into your account once completed. Since it's already beyond the allotted time, I encourage you to reach out to our Payments Care team. They can check the payment status and the reasons for the delay, and help you resolve it. 

 

Once your payments are downloaded to your QuickBooks Online (QBO) account, you'll have to categorize them. This way, you can keep your financial data accurate.

 

Also, you may want to check out this article as your reference if you need to learn more about how QuickBooks Payments handles your deposit and funds: Find out when QuickBooks Payments deposits customer payments.

 

Let me know if you have other concerns about managing sales and payment transactions in QBO. I'm always around to help. Take care, and stay safe, @A2ZUSA.

A
A2ZUSAAuthor
October 6, 2022

I understand why it was put on hold and have been on the phone with the payments team everyday since the hold.

 

Every person I have spoken with has told me the same thing about why this happened and waiting two days for this issue to be resolved.

 

Seems there is no way to speak with someone who can remove the hold. They just tell me the same thing you told me and tell me to wait. 

I can’t wait much longer I don’t want to call the customer and tell them to cancel the payment then send via Zelle as I would see that as sketchy if I was the customer.. 


I’m going to call again today but almost sure I’ll just hear the same thing I’ve been already been told.


I have received bigger payments with no issue I still don’t see why Quickbooks still has the funds on hold.

 

In my eyes there is no reason to hold over 6k from a small business especially while we are experiencing a disaster.

 

My entire home was flooded I shouldn’t be spending time hunting down the money I am entitled to. 

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