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dsxpress
Apr 7, 2021 3:56 PM UTC
Question

Disputed charge by a customer

A customer disputed a charge that was made with a cc. The problem is that he paid through the invoice and the invoice closed as soon as he paid it. He then went and disputed the charge and it never made it to our bank feed. How do i open the invoice back ? How do i do to record it? I can create a new invoice, but what do i do to record the closed invoice as a dispute? 

 

thank you

3 replies

GlinetteC
Apr 7, 2021 5:09 PM UTC

I've got the steps you'll need on how to handle this, dsxpress.

 

You can void the customer's payment and make sure to add a note that it is a disputed transaction before the amount reaches the bank.

 

I'll show you how:

 

  1. Go to the Sales menu and select Invoices.
  2. Choose the invoice you want to void the payment for.
  3. Select the Void option from the drop-down arrow in the Action column.
  4. Click Yes.
  5. You can see the Status as Voided.

For more details, check out our detailed guide on voiding or refunding customer payments in QuickBooks Online.

 

Also, I've got this article for additional information on how to manage chargeback in QBO: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

I'm always here if you need further assistance regarding the disputed charge in QBO.

dsxpressAuthor
Apr 12, 2021 4:49 PM UTC

once i did that i got voided invoice and then unapplied invoice popped up, what do i do with that? The invoice that the client disputed had $6k, which he paid $3k and disputed it. Now the unapplied invoice shows -$3k? 

Tori B
Tori B
Apr 12, 2021 7:18 PM UTC

Hi there, @dsxpress.

 

Thanks for following up with us and trying the steps provided by my colleague above. 

 

Since you still have a remaining unapplied invoice of -$3k, I recommend connecting with your accounting professional. Your accountant will know the best way to document this transaction for your business. If you don't have an accountant, don't sweat. You can find one here in our Resouce Center. 

 

In the meantime, please feel free to look over Handle chargebacks and retrieval requests for QuickBooks Payments as mentioned by my colleague. This article contains a lot of helpful insight for chargeback requests and how to handle them. 

 

Please let me know if you have additional questions or concerns. You can reach out to the Community at any time. Take care!

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