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prolandscapes
February 5, 2021
Question

Quickbooks Online Payment Disputed

  • February 5, 2021
  • 1 reply
  • 0 views

After recently reconciling our books, we found a payment that was "disputed".  For what ever reason, the payment was made and never received by our bank.  This left the account appearing to be paid with zero balance since QB recognized the payment and applied it to the invoice.  The only way that we found it was when we saw a QBO payment still sitting in the deposit folder after a couple months.

 

My questions is: Is there a way to get notified when something is "disputed"?  We literally had to click on the payment details page to see that it was "disputed".  It would of been caught quicker if we reconciled more often but up to this point, we had no clue this was "disputed".  Is there a report that we can print that shows all online payments and the final result?

 

Also, how is this handled?  Just delete the payment and have the customer pay the invoice again?  They have been notified and they do not know what happened either.

1 reply

Angelyn_T
Angelyn_T
February 5, 2021

Hi there, @prolandscapes.

 

I appreciate you for sharing the details of your concern. I'm here to help you with handling disputed payments in QuickBooks Online.

 

Yes, you will be notified via email about the chargeback notices or retrieval requests. The email gives you clear instructions for what to do or perform next. Usually, disputed payments/chargebacks can happen for a variety of reasons. They may be the result of a mistake, fraud, or an unhappy customer. 

 

To review the status of your payments, you can log in to your Merchant Service Account.

 

Here's how:

 

  1. Sign in to the Merchant Service Center.
  2. From the Activity & Reports menu, select Transactions. 
  3. Choose the Show advanced options, which allows you to do a more specific search using information like transaction ID and expiration date of the card.
  4. Select Search. The default Payment Type is Card. If you also have check processing on this merchant account, change the type to Check to view these transactions.
  5. Tap the Transaction ID to display a detailed view of a transaction. You will also have an option to print the report or export the data as a .csv (comma-separated value) file.

 

For the reconciled payment, you can keep the record and ask the customer for another payment. Or, delete it and pay the invoice again. However, you have to redo your reconciliation to keep your records accurate.

 

For more tips about reconciling an account in QuickBooks, I recommend checking out this link: Reconcile an account in QuickBooks Online.

 

Moreover, here's an article you can read more about handling chargebacks and retrieval requests for QuickBooks Payments.

 

If you need additional help with processing QuickBooks Payments, please let me know by adding a comment below. I'm always here to help. Have a good one!

D
droth1
February 23, 2021

So my client is also not being notified for  disputed charges, only true declined ones and chargebacks. How can this be fixed?

Rubielyn_J
Rubielyn_J
February 23, 2021

I have few details to share and steps to help you fix this, @droth1.

 

We will be sending a notification via email for disputed payments or chargebacks. If your client didn't receive this, the following reasons may be causing this:

 

  • The email was moved to your Junk or Spam folder.
  • You use a custom email domain (example: johndoe@mycompany.com) or an email client (Outlook, Exchange, AOL, Thunderbird, etc.).
  • Your internet service or domain provider blocks the QuickBooks Payments email address.

 

To fix this, I encourage you to follow these procedures: 

 

The first step is to check your email folders. Open your email and check your Spam or Junk folder. If it’s there, move the email to your Inbox. 

 

The next step is to add QuickBooks Payments to your contacts. This is to ensure that you will receive emails from QuickBooks Payments. Here's how: 

 

  1. Add the following email addresses to your contact list:
    1. BusinessServices@intuit.com, Payments@intuit.com
    2. Notification@email.merchantcenter.intuit.com, PaymentNotification@email.paymentsolutions.intuit.com
    3. ReplyTo@QBDT.intuit.com, do_not_reply@intuit.com
    4. quickbooks@notification.intuit.com
  2. Send an email to any of the email addresses. This helps your internet service or domain provider recognize it as a friendly contact.
  3. If you still can’t receive an email, let's proceed to the last step.

 

The last option we can do is to contact your IT person or domain provider to turn off Sender ID filtering. 

 

For more details, please check out this article: Receive important email messages from Intuit.

 

Moreover, let me share this resource to guide you on what to do if you have chargebacks and retrieval requests: Handle chargebacks and retrieval requests for QuickBooks Payments.

 

Know that I'm always around the Community to help you. Just click the Reply button and I'll get back to you right away. Have a nice day.

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