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WarnerMiller
January 9, 2025
Question

Customer Trying to Pay Invoice, Says "Pending"

  • January 9, 2025
  • 1 reply
  • 0 views

I sent an invoice to a customer.

 

They are attempting to pay by credit card, but when running, it remains as "pending" on their end.

They contacted their bank, but the bank says they (bank) are allowing the charge, not blocking and that the issue must be with QuickBooks' processor.

 

When I view the invoice in QBO, it shows where it was "viewed", but does not show the associated transaction attempt, or that it's in pending.

 

Basically, they want to pay, it's stays in pending, their bank says it's my fault.

1 reply

R
RCV
January 9, 2025

Hi there, WarnerMiller.

 

Managing financial transactions smoothly is crucial for any business, but occasionally, challenges arise that need prompt attention and resolution. One such common issue is when a customer attempts to pay an invoice, only to find that the payment status remains "pending." This situation can be frustrating for both the customer and the business, as it delays the payment process and can potentially impact cash flow and customer satisfaction.

 

Here are some possible reasons why your invoice is marked as "pending":

 

  • The payment might still be in the process of being verified or processed by the payment system or bank.
  • If you chose a payment method that takes longer to process, such as a bank transfer, the transaction might not have been completed yet.
  • Sometimes invoices are marked as pending until all items or services listed are completely delivered or fulfilled.
  • The time of day you enter transactions or the length of time it takes your chosen financial institution to verify and process electronic transactions.

 

To learn more about this one, you can check out this article: Find out when QuickBooks Payments deposits customer payments.

 

If the status doesn't change after the given time frame, we suggest contacting our Payments Support Team to check the transactions further. They can pull up your account in a secure place and verify the reason why they still show as pending. Here's how:

 

  1. Log in to your QBO company, then go to Help (?).
  2. Click on Search and enter a keyword to your concern.
  3. Select Contact Us and choose to Have us call you to secure a connection with us.

 

To ensure you get our support team on time, I've added our support hours so you can set an available time to reach out.

 

I've also included a detailed resource about working with invoice statuses which may come in handy moving forward: Track the status of invoices in the mobile app.

 

Moreover, you can refer to this article that you can use as a guide in making sure the balance of your QBO account matches your real-life bank statement: Reconcile an account in QuickBooks Online. 

 

Lastly, gain peace of mind knowing that our QuickBooks Live Experts are available to support you. They bring clarity to your operations, making sure your transition to QuickBooks Online is hassle-free and accurate. Explore them now to streamline your financial processes and ensure nothing gets overlooked. 

 

The Community always has your back if you need a hand with managing your invoices and payments or any QuickBooks-related concerns. Feel free to leave a comment below and we'll get back to you, WarnerMiller.

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