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Holly Brown
September 15, 2020
Question

customers being charged twice

  • 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.

    14 replies

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    J
    Jen121
    December 2, 2020

    This is happening again.  I have customers being charged twice and cannot contact quickbooks to fix the problem.  What was you solutions.  Switch to a different merchant servixe. The past three months I have had a lot of problems with quickbooks and no customer service to help

    S
    SarahannC
    December 2, 2020

    Hello Jen121,

     

    I have the steps on how you can reach out to our customer service agents. You can follow these steps:

     

    1. Go to the Help menu.
    2. Select Talk to a human and choose Talk to a human again.
    3. Proceed with I still need a human and click the Contact us link.
    4. Select either Start messaging or Get a call.

     

    You can also refresh your browser by clicking the Reload icon or pressing F5 on your keyboard. This helps to refresh your browser's settings. Then, log in to your account through an incognito window and go through the same steps above. If you're able to contact them, go back to your main browser and clear the cache. 

     

    Let me know if you have other questions. I'm here to help in any way that  I can. Keep safe.

    B
    BitterDragon
    January 24, 2021

    I also have noticed going back months getting charged twice and now I just got charges 4 times in January 2021!!! I too would love if this crap could get resolved this is ridiculous. I’m about to cancel my QuickBooks because apparently nothing has been fixed yet. 

    AlcaeusF
    AlcaeusF
    January 24, 2021

    Hi @BitterDragon,

     

    I appreciate you for getting in touch with us about getting charge multiple times. I would feel the same way too in that situation if this happens to me.

     

    I want to be the one checking this on your behalf. However, the Community is a public forum, and the ability to review the account is unavailable.


    I recommend you proceed with contacting our Payments Support Team. One of them will be able to take over and fix the issue using tools unavailable to us in this space.

     

    You can reach them through this link: Contact Payments or Point of Sale Support.

     

    I've also attached an article you can use to refund the customer credit card in QuickBooks: How to correct a customer's credit card payment that was processed twice by mistake.

     

    Feel free to hit that Reply button if you have additional questions about the payments. Have a great day ahead.

    M
    Marcellon
    June 5, 2021

    I have canceled my subscription multiple times and have the emails string it is cancelled, yet I still get charged every month from this company.  Don’t respond back with your canned responses!!!  I am sick of your company and will never use another intuit product again. On Monday I will close my bank account and reopen another so you crooks can not continue to take my money. I am finished with Intuit. Worst company ever.  You can never talk with a live person!

      R
      Rocksup
      October 5, 2021

      What was the solution? I had a customer that was charged twice for the same invoice last week. I don't think the customer has noticed yet, but I just found it as I was reconciling my deposits. Any advice?

      L
      LeizylM
      October 5, 2021

      Hi there, Rocksup. 

       

      I'm here to guide you about getting charge multiple times in QuickBooks Online. 

       

      You'll need to process a refund to the customer's credit card. But before doing so, let's make sure that the payments are not yet reconciled.

       

       Here's how to do it:

       

      1. Select + New.
      2. Select Refund Receipt, under Customers. 
      3. Click the name of the customer.
      4. Select the type of credit card your customer uses from the Payment Method drop-down. 
      5. Make sure Process Credit Card is checked.
      6. Go to the Product/Service column then select the product/service item you use for refunds. 
      7. Enter the Amount as a positive number. 
      8. Select Save.

       

      Once done, create an invoice and link it to the payment or credit using the Receive Payments option again.

       

      1. Select + New. Select Receive Payment under Customers. 
      2. Enter the customer's name and leave all other fields blank on the form.
      3. In the Outstanding Transactions section, select the open invoice you want to apply the credit memo to.
      4. Go to the Credits section below, the form then selects the checkbox to apply that credit to the invoice.
      5. When you're done, select Save and close.

       

      You can check out this article to know more about reconciliation in QuickBooks Online: Reconcile an account in QuickBooks Online. 

       

      In case you run into some issues in reconciling your account, check out this article for reference in fixing them: Learn the reconcile workflow in QuickBooks.

       

      Please let me know if you're referring to something else or if you have any other concerns. I'm more than willing to help. Have a good one!

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