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NatalieSpears
August 19, 2020
Question

Disputed payment

  • August 19, 2020
  • 4 replies
  • 0 views

Using QBO Merchant Services for payments, an invoice payment was charged to a customer credit card. A month later, they disputed the charge. A few days later, they remembered what the charge was for and realized they should not have disputed it...it was a valid charge. They notified their credit card company of the mistaken dispute but the wheels were already in motion.  

Within QBO, I see the invoice and payment (which is showing a status of disputed). Then, the deposit came through and was matched to that payment (at the time it was matched, it was not showing as disputed). A month later, I see a bank feed expense for the original payment amount plus $25.00 (disputed charge fee from the bank).  Then, a month later, I see the original payment amount deposited back through the bank feed (the disputed charge fee from the bank was not refunded).  How do I accurately account for all of this in QBO? 

4 replies

MaryLandT
August 19, 2020

I'm here to help accurately account the disputed payment, NatalieSpears.

 

In QuickBooks Online, it's called "chargeback" when a cardholder disputes an invoice payment through QB Merchant Service.

 

The $25 fee is used to cover related costs during the chargeback process. And, it can't be refunded. Since you've already matched them before the payment was disputed, you can leave the record on your register. 

 

On the other hand, you can simply click the Add button on your banking page to record the expense plus the fee to QuickBooks. This will help ensure the statements reflects the data for the month.

 

Upon sharing this solution, I still suggest consulting with your accountant for the category. He/She knows how to account these entries, and make sure you have accurate records in the system.

 

I've added these handy related articles for additional resources:

 

 

Stay in touch if you have follow-up questions by commenting below. I'm always around to help.

October 22, 2020

I have two charges in dispute. They are both from a 20 year regular customer. The customer has not disputed these two charges. Help

November 22, 2022

WE have a disputed payment on an American Express card and challenge the validity of the clain. Any email that I try to send to Quick Books doesn't go through. How am I supposed to send information if your contact info doesn't work?

November 22, 2022

Hello there, Snowshark.

 

The bank tells QuickBooks Payments when a consumer disputes a charge with their bank or credit card company. A recovery request will be sent to you. Since your email response won't be delivered to QuickBooks, I suggest getting in touch with one of our experts from the QuickBooks Merchant Support Team. Here's how:

 

  1. Click the Help (?) icon in your QuickBooks Online.
  2. Choose either tab to get started: Assistant or Talk to a human.
  3. Search or select Contact Us.
  4. Select Start a chat with a support expert or Get a callback from the next available expert.

 

We also encourage you to review some of our commonly asked Payments questions.

 

Additionally, you can use this article as a guide on managing the chargeback in QuickBooks Payments: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

Keep me posted if you need further assistance with your QuickBooks payments. I'm always here to help you. Stay safe.

 

 

December 18, 2022

It's great to have you here, @Qualum

 

Since the Community page is a public forum, we're unable to open the account from here. I'd recommend reaching out to our Merchant Support team so we can further check your client's account in a safe and secure environment and assist you on how to cancel the disputed chargeback.

 

Here's how:

 

  1. In your QuickBooks Online, click the Help (?) icon.
  2. Click Talk to a human.
  3. Search or select Contact Us.
  4. Select either Start a chat with a support expert or Get a callback from the next available expert.

 

Additionally, you can refer to this article to help you guide on how to void payments: Void or refund customer payments in QuickBooks Online.

 

Let us know if you require additional assistance with disputed chargebacks. The Community is here to help. Keep safe!

March 7, 2023

I spoke with a man named Edgar who works for Intuit yesterday evening. From our conversation, it didn’t seem that you have access to much record of what is going on with these 2 unresolved cases. So I have provided all the information in this email.

 

I submitted the requested information for case #1592980542 on January 17th when it was requested.

I submitted the requested information for case #1592980543 on January 18th when it was requested.

 

I have provided the initial emails from Quickbooks letting me know about the disputes as well as the emails confirming the information I have provided has been received. But no other follow-up emails have been received. There was a point where I was able to attach my documents and information and see the documentation provided by the client disputing the charge, now I am not able to.

 

I have included all information and documentation including the paperwork provided by Chase in the document titled LeAnn Hilgers – Motivation Radio. In this document will find that the client has made 2 claims first I did not create a website at all, then that I did create the website, but that I then took it down.

 

I have provided ample documentation that not only was a website created but that the client still has the website up. I have provided screenshots of the client's previous website & and screenshots of the new website, emails to and from the client including the client's own breach in the contract.

 

I have not heard back on either case and as you can see from the provided screenshots, the resolution center is saying that information has been requested. However, I have no emails requesting information and no way to provide any information, and every time I talk to someone from Intuit’s resolution center I get a different response.

 

One person from Intuit Resolution Center said that the disputes were resolved and I had won both, another person said that the disputes were resolved and I had lost one, but the other was still being investigated and another says that they are both still in process.

 

The only emails I am currently receiving are from Intuit stating that I owe them money, however no one can give me any kind of answer on the dispute or even if the information that I provided back in January was even received by Chase bank, which is the bank that my customer made the dispute from.

 

I would like an update. I have included all the information attached to this email needed for both claims as they are part of the same transaction. If the banks cannot resolve this dispute then I will need to legal action of own against this client as they are currently using a website they have not paid for.

 

The website in question is:

https://www.motivatingradio.com/

 

And as you can see by clicking here the link above the website matches what I built for them.

 

Please let me know what I can do to move this process forward as I have made several requests for information and keep getting different information.

March 7, 2023

Hello, Cassie0215.

 

I like to extend an extra hand to help. However, since Community has limited access for security reasons, I already submitted an investigation on your behalf to our Payments team and someone from our backend team will take a look on their end and will reach out to you. 

 

If you don’t hear anything in a few business days, come back to the Community and check in, we’re here for you. 

 

Please let us know if there's anything else that we can do for you. We are always here to help you get back to the business every step of the way. Take care!