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cpPOA
February 4, 2022
Solved

QBO: Customer Chargeback but Invoice Still Showing Paid

  • February 4, 2022
  • 2 replies
  • 0 views

One of our customers paid an invoice on 2/1, but we found out on 2/4 that the charge was being disputed and the amount would be charged back. How do I go about correcting this in QBO? The amount was paid digitally so it was already part of a deposit on 2/1. The customer’s invoice still shows paid. Please help!

Best answer by Archie_B

Hi there, cpPOA.

 

I'd like to help in handling chargeback in QuickBooks Online.

 

There are two ways you can enter a chargeback in QuickBooks Online:

 

  • Process it as a refund.

  • Record the transaction as a business expense.

 

To process a refund:

 

  1. Click on + New, then Refund Receipt.
  2. Choose the customer's name from the Customer drop-down, and select the Refund Receipt date.
  3. Select Payment method and Refund from account.
  4. Enter the Product/Service and Amount.
  5. Click Save and close.

 

I've added this link for more information: Void or refund customer payments in QuickBooks Online.

 

To record a business expense, here's how:

 

  1. Click the + New, then Expense.
  2. From the Payee drop-down, select the customer's name.
  3. Choose the Payment account, Payment date, and Payment method.
  4. Select the account that you charge for the transaction from the Account column.
  5. Enter the Amount.
  6. Select Save and close.

 

Here's an article that you can check for future reference: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

Please don't hesitate to reach the us again for any follow-up questions about chargebacks, I'll be around if you need me. Have a nice day! 

2 replies

A
Archie_BAnswer
February 5, 2022

Hi there, cpPOA.

 

I'd like to help in handling chargeback in QuickBooks Online.

 

There are two ways you can enter a chargeback in QuickBooks Online:

 

  • Process it as a refund.

  • Record the transaction as a business expense.

 

To process a refund:

 

  1. Click on + New, then Refund Receipt.
  2. Choose the customer's name from the Customer drop-down, and select the Refund Receipt date.
  3. Select Payment method and Refund from account.
  4. Enter the Product/Service and Amount.
  5. Click Save and close.

 

I've added this link for more information: Void or refund customer payments in QuickBooks Online.

 

To record a business expense, here's how:

 

  1. Click the + New, then Expense.
  2. From the Payee drop-down, select the customer's name.
  3. Choose the Payment account, Payment date, and Payment method.
  4. Select the account that you charge for the transaction from the Account column.
  5. Enter the Amount.
  6. Select Save and close.

 

Here's an article that you can check for future reference: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

Please don't hesitate to reach the us again for any follow-up questions about chargebacks, I'll be around if you need me. Have a nice day! 

    C
    cpPOAAuthor
    February 5, 2022

    Thank you! I’ve completed the refund receipt. However the original invoice still shows paid. What is the best way to correct the original invoice? Or should I create a new one?

    J
    jamespaul
    February 5, 2022

    Hello, cpPOA.

     

    Thanks for keeping us in the loop regarding the chargeback transaction. I'll take it from here and give some details on what to do after recording the refund receipt. 

     

    You'll simply want to leave the original invoice as is. You've already recorded the chargeback through the refund receipt. 

     

    Now if you want to send a new invoice, you'll simply want to create another one if you still want to push through the transaction. 

     

    If the customer has no plans of paying their rendered service, you can write it off as a bad debt. This article will explain the detailed process of handling it in QuickBooks: Write off bad debt in QuickBooks Online.

     

    Need to check your sales report and see your cash flow from your customers? I would recommend checking out the articles from our Sales reports topic page. 

     

    You're more than welcome to add any other concerns you might have in handling your customer transactions. Do you have more question on other areas in QuickBooks? Please let me know and I'd be glad to help. 

      9
      9130 3525 1714 968
      October 14, 2022

      I have a chargeback response I sent to [email address removed] and it bounced back ?

      This is it, can you provide me with a status.

      [company name removed]

      [email address removed]

      [phone number removed]

       

       

                                                                                                                  10/12/2022

       

      Dispute Response Due by November 1st, 2022

       

      Hello [name removed],

      One of your customers disputed a payment, so their card issuer reversed it. We know that disputes (also called chargebacks) can be painful. That’s why we’re here to help.

      Dispute Response Due by November 1st, 2022

      Transaction# MQ0121972289

      Card Holder [cardholder's name removed], [address removed]

      CC# [last 4 removed] Mastercard

      Amount $769.93

      Fee $ 25.71

      Date Stamp 9/23/2022 07:17 Am

      I do not know the case number but with this information you should be able to locate it.

       

       

      Mr Lloyd, had contacted me about an Antelope Hunt in Colorado on one of my Hunt providers ranches.

      Mr Lloyd completed a contract, See Attached.

       

      Mr [business name removed] had contacted Greg [last name removed] (ME) numerous tim4es, with questions and the Hunt providers contact information.

       

      Mr Greg [last name removed] had even sent him an Email with it for his reference.  Mr Greg [last name removed] asked him to call the Hunt provider and sync up with him. He never did so prior to him hunt date.

      I advised him to call the outfitter when he gets to Craig Colorado for his hunt so the Hunt Provider would know he was in town ready to do his scheduled hunt. (See Email.)

       

      As it turned out when he got to his reserved Hotel room, that he reserved, he never called the Hunt provider to let him know that he was in town for his hunt. Therefore no one even knew he was in town. After approximately 2 days he went home.

       

      When he threatened the Chargeback, he advised Greg [last name removed], the reason he did not call the hunt provider as directed to do so, when at his hotel room in Craig Colorado was because he forgot to bring the contact information with him to make contact.

       

      The Standard procedure we always use is to have the Hunter call the Hunt provider when he is booked to sync everything, Mr [business name removed], did not do that even though he was advised to many times.

      Additionally the Hunter must call the Hunt Provider when he is at his motel so the Hunt Provider is aware he is there and again they could sync and do the hunt. Mr Lloyd did not do that either.

       

      Mr [business name removed] did not meet his obligation as to call the Hunt Provider prior to the hunt or when he arrive at his room, as he explained he forgot the contact information at home.

       

      This is obviously the fault of him doing what he was told over and over and never making contact with his Hunt Provider.

       

      In addition the contract Agreement My [business name removed] agreed to, then he had broken several items.

       

      #3, #4, #7, #8, #17, #22

      Please contact me if you need anything else.

       

       

               

       

                   Greg [last name removed]

                   Legal Department Manager

                   [business name removed]

                   [website removed]

                   [email address removed]

                   [business address removed]

                [business address removed]

                   [cellphone removed]

       

      T
      TirzahC
      October 14, 2022

      Hi. 

       

      To inform you that we removed the attachment that has personal information. 

       

      To begin, there are some reasons why your emails bounced when sending them to your customers. I'd like to share them with you and help you from there.

       

      • The email address was entered incorrectly.
      • There was a temporary issue with the recipient's email server.

       

      To get this resolved, let's view the list of bounced emails with delivery errors. Here's how:

       

      1. In your QuickBooks Online, click Dashboard from the left menu.
      2. Under the Task section, select View the errors.
      3. From the Delivery Method, review the email of the customer if it's entered correctly.
      4. If not, please enter the correct one and click Send.

       

      I'm adding these articles for more details:

       

       

      Regarding your chargeback, this will occur when a transaction we processed gets disputed and the money goes back to the payer.

       

      If we need more help handling chargeback, I recommend contacting our QuickBooks Payments Team. They can pull up your account and provide more details about the status.

       

      For more information about chargebacks, here's the article that we can open: Handle chargebacks and retrieval requests for QuickBooks Payments. 

       

      We can also visit the Chargeback FAQ page. This includes frequently asked questions about chargebacks and rebuttals. 

       

      Please let me know if we have additional questions about your bounce back email and chargeback. We can reach out to the Community at any time. Take care!

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