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SpottedSalamander
February 8, 2023
Question

PayPal Displays Incoming Transactions; Open Invoices Not There To Match

  • February 8, 2023
  • 1 reply
  • 0 views

Hello, I have often attempted to chat with customer service to no avail. I now believe that they have no ability or desire to report technical issues to the IT development team (which in my opinion, is unacceptable and utterly pathetic), so I will explain my issue here in hopes that someone in contact with the IT team will see it.

 

My issue is the following:

 

I received payments directly through PayPal and these show up correctly in my PayPal Bank area. I have two open invoices that have been paid, also two matching incoming payments. However these do not match exactly due to PayPal Fees. (The business name is also different, due to my client having a parent company, but his name as the Payee remains the same. I did some testing and the name does not seem to be the issue.) To be exact, the incoming amounts are too high, but once the PayPal Fees are deducted they are a bit too low to match up with my invoice amounts. I know I will need to use the resolution feature to solve these issues, and I suspect that would work well, except that my open invoices are no where to be found.

 

To make matters clear, I know that you can resolve payments manually, but this doesn't settle the incoming transactions that wish to be reviewed and properly linked, nor does it fix the resolution issues, since I cannot attribute the missing amounts to PayPal Fees in that view. I simply want that all features work as intended...

 

This was an issue before when I contacted support over my local sales tax not showing up correctly on my bills. The system wanted me to bill based on where the client was located even though I did not have economic nexus in that state. To fix the issue, the customer support insisted that I use an inferior feature, which requires manual entry, but I still think that the automatic feature should be repaired since most users will expect this feature to work initially, and in case the rate is ever changed, it is best if it would be automatically updated.

 

I should add that invoices are still a bit finicky about the manual entry and I have to double check that the sales tax stays on my invoices and doesn't flip back to zero. This wouldn't be a concern if the standard rate was my local sales tax, which is what it should be.

 

Case in point, I do not wish to use an inferior feature.

Thank you for your help!

 

P.S. I have asked Customer Support numerous times to inform me regarding how the fees are split up (if Intuit adds any fees on top) of the transaction fees listed - ex. PayPal, Credit, Apple Pay, etc. which are all available when a client clicks the payment button on the invoice or follows a payment link. - Unfortunately, this is completely "out of their scope". - Another thing that I find laughable. Naturally, I know that PayPal already has about a 3% fee so I definitely want to better understand if Intuit is making anything off of any of these transaction fees / what people are actually paying when they click these links.

 

1 reply

MichelleBh
MichelleBh
February 13, 2023

I appreciate all your work in fixing the banking matching problem, @SpottedSalamander.

 

I wish you didn't have to jump through these hoops when communicating with our support. Our top priority is to investigate and fix the issue quickly. This way, our customers can finish their work on time. Nonetheless, I'll relay your experience with the support department to our management. Thus, we are ensuring a terrific experience.

 

I agree that the amount will not automatically match due to the Paypal fees. So, resolving the difference is the best action to resolve the issue. Go as follows: 

 

  1. Go to the Banking menu and select For review. 
  2. Find the PayPal transactions, and select the Find match button to open the Match transactions window.
  3. Click the Resolve Difference button and enter the processing fee details. 
  4. Hit Save. 

 

You also have the option to record a bank deposit and add the fees from there. This way, the transaction will match in the For review. Visit this link and directly go to the Include bank or processing fees section for complete steps: Record and make bank deposits in QuickBooks Online.

 

In addition, these are possible reasons why some transactions cannot match existing records: 

 

Moreover, manually entering taxes and transactions is time-consuming. In light of this, I suggest submitting a feature request to our product engineers. They can examine that and possibly include it in the upcoming version.

 

Here's how: 

 

  1. In your QBO account, go to the Gear icon on the upper right side. 
  2. Click Feedback under Profile.
  3. Type your suggestion in the box and tap Next. 

 

QuickBooks has a website where you can vote and give feedback for all future suggestions. For more details, visit this link: Customer Feedback for QuickBooks Online.

 

Furthermore, I encourage monthly account reconciliation. This will allow you to manage your income, expenses, and business growth properly. 

 

Lastly, let me share these articles for additional reference when managing your banking transactions in QBO:

 

 

Please let me know if you have any questions about how bank transactions match up or other questions. I'm here to help all the time. Keep safe. 

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