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jessica-sturm
jessica-sturm
October 2, 2020
Question

Declined and Approved Payments

  • October 2, 2020
  • 3 replies
  • 0 views

Hello All, 

 I recently processed a payment for a client and I got the notification that the transaction declined. However my client is now saying that the payment was approved and cleared through his bank however I have no record of it in my deposits and as I said it declined.  

 

Has this happened to anyone else, is there another glitch in the system or what? 

 

Anything you guys may know might help me because I dont know how else to explain this to my client.

 

Thank you

 

3 replies

Angelyn_T
Angelyn_T
October 2, 2020

Thank you for bringing this to our attention, @jessica-sturm.

 

We currently don't have any open investigation about this error. Let's check the possible reasons why you've received the declined notification for the customer's payment.

 

Usually, this happens because of the following:

 

  • Invalid account number
  • Expired credit card
  • Overlimit or past due
  • General decline, no other information provided by the processor
  • The issuing bank will not electronically authorize the credit card
  • Billing Address in QuickBooks Online does not match the address on your statement

That said, here are some tips and steps you can take to resolve the issue:

 

  • Make sure the credit card number and verification code (usually on the back of the card) are correct. Most credit card numbers are 16 digits long. American Express cards are 15 digits long.
  • In addition to the credit card number, you need to enter a verification code. For most cards, like Visa, Mastercard, and Discover cards, it's the 3 digit code on the back of the card. For American Express, it's the 4 digit code on the front of the card.
  • Make sure there are no special characters or spaces in the credit card number or other data fields.
  • Use the customer's address from the US USPS website.

For additional instructions, feel free to read the details from this link: Fix customer's declined credit card payments.

 

If none of the solutions work for you, you can consider asking your customer for another form of payment. If a customer needs to use the credit card you're having issues with, ask them to contact their credit card company directly for help.

 

Also, to know more about QuickBooks Payments, feel free to check out the information from these links:

 

Thanks for allowing me to help. I'm here anytime to help if you need further assistance. Keep safe always!

B
Becky1961
August 24, 2021

This just happened to me with my new pos system.

when the customer tried to use her card by inserting it in the processer 

I had "Invalid card number" come up on my screen.  I then tried twice 

to manually entered the card number and information and it initially

came up as approved, but then declined.  Both times the charges went through to

her bank account.  Our system didn't show any sale, no receipt, no debit transaction

on the cash pos report at the end of day. And no $s for those transactions in the deposit for 

that day.  The customer has contacted her bank and the money when out of her account that

day and we never got it.  Can we prevent this from having again, other than refusing all cards that

come up as having an invalid number?  How can it have an invalid number when it is the actual card being

used in the processer?  Is there any way I can recover the lost funds?

Becky

F
familythreads
September 22, 2021

We have had this happen twice now.

 

Ours was due to AVS mismatch with the zip code when running manually. The first one we are in dispute over - the customer is still claiming the money was taken out of her account yet we have NO records of it. In fact when I called and spoke with merchant account people she asked if we could share our screen because we saw the cancelled transactions and she couldn't.

 

We are now facing our second one with another AVS mismatch. The customer was in the shop her card wouldn't work so we tried manually. Two AVS mismatch attempts. I'm seeing TYPE: Sale, STATUS: Voided and then TYPE: Void, STATUS: Approved. 

 

How bad is it to or can we turn off AVS mismatch?????

M
Maybelle_S
September 23, 2021

I want to ensure this is taken care of, @familythreads.

 

Since the issue persists, I'd recommend getting in touch with our Merchant Services team again. This way, they can pull up your account securely and help check the cause of the issue.

 

Also, to learn when QuickBooks deposits customer payments into your bank account when using QuickBooks Payments, please see this link: Find out when QuickBooks Payments deposits customer payments. 

 

Please let me know if I can be of additional assistance or should you have any follow-up questions. I’ll be here to help.

J
jtfolkart
October 16, 2022

This issue has not been taken care of. The date is 10/16/22 and this has happened to us three times in the past week. It's Sunday but I'll be calling in tomorrow. Our customer is showing that she has multiple card swipe attempts pending in her debit account and we are showing NOTHING on our Quickbooks Payments Center side. In the meantime, the customer is out money and there is nothing we can do to resolve this issue. Not good.

R
Realynn
June 21, 2022

This just happened to our business. We processed a card and it went through. Days later, the invoice opened itself back up. Our customer claimed that the funds were taken out of his account, but we have not seen anything come through on our end. When we inquired with Quickbooks, they claim that only one payment was processed that day, not including the payment that went missing. We don't know what to do. 

Rose-A
Rose-A
June 21, 2022

Hello, Realynn.

 

To get this sorted out, you might want to open and check the invoice to see if the payment was unlinked. Or, if the payment was deleted.

 

If the payment was unlinked, you could link them again by following the steps in this article: Take and process payments in QuickBooks Online.

 

However, if it's deleted, you can manually receive the payment through the Receive payment section in QuickBooks Online.

 

The following resources are good references. These will provide you steps on where you can access your statements as well as reasons why funds are being held:

 

Common Questions about QuickBooks Payments Deposits.

Find out when QuickBooks Payments deposits your money.

 

Should you need anything else, please let me know. I'd be more than willing to lend you a hand. Have a good one.

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