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rachelN520
February 8, 2021
Question

Intuit Merchant payments received from the einvoice cannot be matched to invoice in customer account

  • February 8, 2021
  • 3 replies
  • 0 views

We use Quickbooks Desktop- Manufacturing & Distribution 20.0 

 

I have spent over 8 hours on the line with support and no one can give me an answer.

 

In November we noticed that our online invoice payments coming through Merchant services were not being automatically applied to the customer account as they always had been.  

 

Since that time we have had to manually record all the payments coming from those customers paying through the "pay now" button on the e-invoice.  

 

I would love some guidance as this is creating a lot of extra steps and room for error. 

 

    3 replies

    M
    Maybelle_S
    February 8, 2021

    Welcome to the Community, @rachelN520.

     

    I'd like to share some insights regarding syncing QuickBooks Payments transactions into QuickBooks Desktop.

     

    Usually, the default deposit account used for Merchant Services is Undeposited Funds. To assign these payments to their corresponding account, you can process a Bank Deposit.

     

    However, once the payments are sync into QuickBooks, the system will not include the customer's name. I'd suggest getting in touch with our Merchant Services Center to verify where the payment came from.

     

    To know more about QuickBooks Payments feature, check these out:

    Stay in touch with us by adding a comment below if you have other questions. We're always here to help.

      R
      rachelN520Author
      February 9, 2021

      Thank you, yes I'm familiar with the process and have done just those steps but it's not working.  Unfortunately, I've been on the phone with Quickbooks support many times before about this issue with no resolution. 

      katherinejoyceO
      katherinejoyceO
      February 9, 2021

      Thanks for coming back to us, @rachelN520. I know that we need to fix this issue right away. 

       

      It could be that the Auto match and recording of payments has turned off. Let's ensure to turn this on. Here's how: 

       

      1. Go to Banking, then select Record Merchant Service Deposits.
      2. Go to Deposit Settings, then select the Auto match is record is turned off toggle.
      3. Click Save Settings.

       

      For future reference, follow these steps to Change how QuickBooks records payments on your chart of accounts in this help article: Automatically record QuickBooks Payments bank deposits.

       

      Let me know if you need more assistance with your Merchant payments. I'll be here to help you more. 

       

       

      E
      EllieClaireW58
      March 28, 2022

      I am having exact same problem, customer paid yet it doesn't credit the invoice.   I have yet to figure out how to get it to apply.  When I go into Merchant Services it just says forever . . .Please wait... we are matching your deposits to QB desktop records.   

       

      and yes I have done all the updates, upgraded to Mfg & Wholesale 2022 so QB people don't ask me again my version.  I spent 35 min on chat and they did nothing but try and sell me Enterprise. 

        J
        JamaicaA
        March 28, 2022

        Please know that this isn’t the service we want you to experience, @EllieClaireW58. I’m here to turn around this by sharing some insights about linking your invoice to their payments.

         

        I appreciate you performing the troubleshooting steps to fix this issue. I also understand the convenience of matching your invoice to its payments.

         

        If you're a new user, your first batch of payments will be deposited within 5 business days. This will take a little longer since we’ll set up your account. After that, we'll be able to deposit customer payments faster.

         

        I'm pleased to inform you that deposit speeds and status depend on the product you’re using. Since you’re using QuickBooks Desktop, let’s sign in first to the Merchant Service Center to review when a deposit was made. I’ll show you how:
         

        1. Select the Activity & Reports tab and then All Statements.
        2. Find the transaction in question and select View.
        3. Enter the last 4 digits of your Tax ID number.
        4. In the Activity Summary, look for the date when the deposit was made.

         

        Once done, let’s check the status of all your processed payment transactions. We can track them through the Merchant Service Center. 

         

        Here’s how:
         

        1. Sign in to the Merchant Service Center.
        2. On the homepage, select Activities & Reports and then Deposits.
        3.  In the Dates field, choose the date range.
        4. Tap Search.

         

        To check for payment issues, click here. You can also proceed to Step 3: Reach out to your bank if you’d like to verify if we had deposited the funds.

         

        If you encountered the term Withheld, you’ll want to check out this article. It contains all the steps you can perform while QuickBooks reviews the transactions.

         

        I’ve added these references to guide you in handling QuickBooks Payments:
         

         

        Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

        G
        Getittogether
        May 20, 2022

        We have the customer name in the credit card name field so that is not our solution.

         

        Not only are the online payments not syncing into QuickBooks but, NOW as of 5/16/2022, the merchant deposits are not syncing. We have to manually make the deposits.  I'm applying the epayments to the customer invoice manually.  We have to pull the merchant deposit information to make the deposits and find the fees associated with it.

         

        The QuickBooks issues that customers must consistently deal with is outrageous. Your customers are paying a ridiculous amount of money each year (and keeps increasing) for these issues. We are paying for features that don’t work and I have to do the job the software is supposed to do.  What do your tech people do???

         

        A feature works as it should and then one day…poof…it just stops! Your tech support is a joke.  I can’t tell you how many times, I have had to train your tech people because they are clueless.

        It is exhausting to call and speak with someone in India just so they can do a chat with the someone here, in the USA because they are not trained properly.  It is a CIRCUS!

         

        Come on QuickBooks  - GET IT TOGETHER – FIX THESE ISSUES!!!

         

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          EllieW77
          March 28, 2022

          I just figured out why 2 of my customers E-Invoice payments are not being applied to the invoices.  When they pay they use the owners of the cards name and not the business name.  Since I do not have that in the customer info, it does not recognize who that customer by way of Company name and it does not apply it to the invoice.  Voila, I hope that is it.  I am putting the name on the card that they use to pay the E-invoice into my customers info to see if that solves the problem.  It only happens with two customers and both of them do the same thing.

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