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M
miniprincess
April 13, 2021
Question

Refunding an eCheck with Quickbooks Payments

  • April 13, 2021
  • 3 replies
  • 0 views

Hello: I have attempted to get help from support for two straight days. Chat will not work for me at all I get a white screen and I waited two hours 3 times now for a call back , a few moments ago I was asked to hold because "her tools were not working" she put me on hold for about 5 minutes and then hung up. 

 

When I go into "Refund an eCheck" QB Payments it brings me to 

"Step 1" Search for the transaction you would like to refund but no matter what info is entered it does not find the transaction so I am stuck there with no refund option. 

 

The attachment is a photo of the original transaction and the photo of what happens when I attempt to refund it. 

 

There are no error messages or anything it just won't populate the original transaction so that I can refund it. Has anyone else experienced this or know how to fix it? 

    3 replies

    JasroV
    JasroV
    April 13, 2021

    I appreciate you for adding a screenshot, @miniprincess.

     

    I’d like to help and get this issue sorted out so you can refund your checks. Let me direct you to our dedicated team who are trained for this kind of query. I recommend contacting our Merchant Support team.

     

    I see that you’ve already contacted them, however, it would be best to reach to them again. They have the proper tools to securely check your account and investigate the reason why it won’t populate the original transaction.

     

    In regards to the issue of getting a white screen, I recommend using a private or incognito window in reaching out to them. There’s a possibility that the browser is full of cache files, thus, it’s unable to load the web page.

     

    Using an incognito window is a great tool to verify the issue as this doesn’t save any cache files. To open a private window, you can use these keyboard shortcuts for reference:

     

    • Press keys: Ctrl + Shift + N (Google Chrome browser)
    • Press keys: Ctrl + Shift + P (Mozilla Firefox & Microsoft Edge browser)
    • Press keys: Command + Shift + N (Safari browser)

     

    If you’re able to get in touch with them, I’d suggest clearing your regular browser's cache to refresh the it. If the issue persists, I recommend using other supported browsers. This way, we can check if this is a browser-integrated issue.

     

    Moreover, you might want to use this article for guidance in seamlessly process your customer payments: Take and process payments with QuickBooks Payments.

     

    Let me know in your reply if you need further assistance managing your transactions. It’s always my pleasure to help you. Stay safe and have a good one!

    M
    miniprincessAuthor
    April 15, 2021

    I appreciation the response but I've done all of those things already and I have requested calls from Quickbooks Merchant service support 9 different times in the past 3 days. Each time I've been put on hold and hung up on/"transferred" and the transfer was unsuccessful/one time my phone rang once and then that was it and one time they called right away and I was told 41 minutes and I was on another line and didn't receive that call.

     

    The "support" employees seem to know much less than users do.  Ultimately I refunded the customer by bank wire which was very time consuming and expensive, however QB thinking that a customer that I am trying to refund money to (obviously there was already a problem) would be patient enough to wait for their pathetic (just being honest) customer service response time is interesting. Customers I want to keep happy I know better than to do that with.

     

    So at this point, no one has been able to resolve this situation and this is the 2nd item we have as a Corporation that just sits broken and seemingly "unfixable" by QB support with zero response or follow up when they are disconnected from the call. 

     

    Unfortunately I don't have hours a day to devote to QB troubleshooting, I am running a business not working for QB a service that is paid for. Thank you for trying.  

      S
      SignsAndPrintingLLC
      May 20, 2021

      I have the exact same problem. I need to issue two eCheck refunds, but this is seemingly impossible through Quickbooks. What a joke of a service. We're considering switching to a different platform altogether.

        Ryan R
        Ryan R
        July 7, 2021

        Glad I'm not alone. Thanks for sharing! Looks like I'll be issuing a paper check today.

        9
        9317234
        January 17, 2024

        I reached out to the rudest chat agent, Ma Shiela Ann Marie, that stated the "refund echeck" option or "void echeck" doesn't work and said I would have to process the refund outside of the system. I asked what would that mean as I processed the payment through the merchant service center she would not respond. I kept trying to get her attention, no response. I asked to speak to a supervisor, she responded "I totally understand your desire to speak with a supervisor, but be aware that our supervisors use the same tools and
        resources that us representatives do, and I don't want to take up more of your time by escalating this and just receiving the same information that I said earlier" and disconnected the chat. So I highly reccomend NOT processing echecks this way

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