Question

customers being charged twice

Forum|Forum|5 years ago
September 15, 2020
14 replies
0 views

We have received two phone calls from our customers that their credit card was charged twice yesterday. When I went to the merchant account to look at the transactions, it only shows once. We have never had customers call us and tell us their card was charged twice. And both transactions were from 09/14/20.

Please help.

QuickBooks Online

J

Just_me

There are other threads, saying the same thing. Sounds like it is an Intuit thing, but of course, Intuit is oblivious and, of course, not wanting to take repsonsibility Nor are they letting their people here, that help with the threads, know anythihng is up.

Here is a link to one other thread I saw.

https://quickbooks.intuit.com/learn-support/en-us/payments/customer-support-is-not-only-non-existant-these-people-are/00/665252

E

enzopant

I have had the same issue with Quickbooks.

So it's either a programming bug with their billing system or a known bug that they can't/don't want to acknowledge and fix.

I have reported the issue but can't get QBooks to acknowledge their error.

I have given them a copy of my bank statement on at least 3 different dates but can't get past their helpdesk.

Maybe a class action by everyone affected might be more successful!

I am also considering leaving QBooks altogether and start using Xero!

P

pembrokepump

I've also been having the same problem today. I have had two customers call me and say we charged their card twice yesterday on 9/14. My merchant account also says we only have the one charge. Looking for some assistance on how this will be resolved so I can assist my customers.

S

strickland1

I also have a BRAND NEW customer pay me yesterday $1800.00 - and then i receive an email that their account has been charged that amount TWICE. My credibility with this new customer is in the tank because I have no information to provide them.... My Merchant deposits only show 1 Deposit - my bank shows nothing but the 1 deposit - but now my customers checking account is overdrawn because of this transaction and I will likely have fees to reimburse them for.... I haven't been able to find a phone number to call - just a help forum with FAQ. Anyone have any information on what is going on?????

2

2000yearsago

We are also victim of this incident. My customers are getting so frustrated and calling my company scammers and leaving multiple negative reviews. I explained to them this is not our fault.

I'm expecting a lot of chargebacks .,

R

ReymondO

Thanks for bringing this attention to us, @strickland1 and @2000yearsago.

As of this moment, we're having an open investigation about the credit cards being charged twice. Our product engineers are aware of this issue and are now working hard to fix this the soonest.

For now, I'd recommend getting in touch with our Payments Support Team. This way, they can add your account details to the list of affected users. Rest assured, you'll receive an email notification once get this sorted out. You can connect with us through this link: Contact Payments Support.

I also encourage checking our support hours first to ensure that we address your concerns time.

In addition, I've included an article that you can read to know when QuickBooks deposits invoice payments into your bank account: Find out when QuickBooks Payments deposits customer payments.

If I can be of any additional assistance, please don't hesitate to comment down below. Stay safe and healthy.

O

organizedhi

When is this issue of the customers getting charged twice going to be resolved. Customers are pissed.

Tori B

Hello everyone,

I appreciate you for joining the thread. Allow me to share some updates about the duplicate charges.

As mentioned by my colleague above, we recently opened an investigation about this problem (INV-50348), and our product team is working to resolve this issue.

I recommend contacting our support team to be added to the investigation. This way, you will be added to the affected user list and will be notified when this is resolved. The Payments Team will need a list of the duplicated transactions once you're added to the affected user list.

While they perform the reversing process, please avoid making any refunds to your customers. The lead time for these funds to go back should be 1-3 business days.

Here's how to reach them:

Go to Help (?) at the top, then select Contact Us.
Enter your concerns.
Click Let's talk.
Choose the best way to connect with support (Callback, Chat, Etc.).

Please do let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care and thank you for your continued patience.

2

2000yearsago

I cannot find this option at all in my account

Go to Help (?) at the top, then select Contact Us.
Enter your concerns.
Click Let's talk.
Choose the best way to connect with support (Callback, Chat, Etc.).

C

CelebrityBallroom

We have also had this incident. It has put a couple of our customers in the negative. All double charges on 9/14.

T

turfmed1

I have also been receiving calls and emails regarding the double charge from customers who paid on 9/14. It would be nice if quickbooks would give us more details to share with our customers on how and when this will be resolved and what caused it. I am guessing they ran the file twice for that day but how to proceed with our customers would be helpful.

J

jgalloway3

What is going on? I have had 2 customers that paid via credit/debit card on the same day 09/14/2020 & they have called and stated they were charged twice. It is not on my end as I did not run the card twice & my merchant center report only has their original transaction. This looks very bad on my business side and my customers are NOT happy! What is Intuit going to do to resolve this and make sure my customers know I did not charge them twice.

B

Bobby O

I am also having a similar problem. Five of our clients have been charged twice. The system indicates that the invoices have been paid, but do not show any additional payments. Waiting to see if this is going to be resolved, but the clients are not happy. They have sent me copies of their bank statements showing that they have been charged twice. Since it has happened in five separate instances, it does not appear to be user error.

A response would be appreciated and/or an acknowledgement of the problem and that it is being worked on would be fantastic.

Bobby

DivinaMercy_N

Thanks for joining this thread, @2000yearsago and @Bobby O.

For your concern, @2000yearsago let's perform some troubleshooting steps so you can reach out to our Technical support team. First, let's access your QBO account in a private window. This will prevent storing cache and cookies that might cause problems when running Intuit sites.

Once signed in, follow the steps you've mentioned above.

If this works, go back to your regular browser and clear the cache. This will help to refresh your browser's background processes. If you experience the same thing, I suggest using another supported browser. It could be that the one you're currently using has a temporary issue with QuickBooks.

For your problem, @Bobby O I've checked your concern and found out that there's an ongoing investigation (INV-5034) about the credit cards being charged twice. Rest assured that our engineers are currently investigating and working on an immediate fix.

In the meantime, I suggest contacting our Support Team to give your account information so they can add you to the list of affected users. Once added, you'll receive updates on the current status of the issue and the resolution when available. To do so, please follow the steps provided by, Tori B.

To ensure that you will be assisted immediately, our support is available every Monday to Friday 6 AM – 6 PM Pacific Standard Time (PST) and on a Saturday at 6 AM – 3 PM PST. For more details please check our support hours.

Thank you for your patience.

Keep in touch if you have other QuickBooks-related concerns. I'm always happy to assist you further. Have a great day ahead.

R

Ridgemont Mortuary

I have the same thing happen to me on 9-13-2020. I had only 2 transactions that day and both customers called me. Again like you, I have NEVER had this happen. When I try to talk to Inuit, they refer me to Merchant Services, but it is a Act of Congress to get any help!!!

M

Mab40101

The same thing happened to my client on 9/1420. I only show one transaction but his acct was charged twice. What the heck is going on.

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