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Neal S
September 10, 2021
Question

Rejected ACH / New Invoice 'Returned'

  • September 10, 2021
  • 4 replies
  • 0 views

I followed the QB instructions in support on how to 'Handle a Rejected or Failed Bank Transfer Payment'.  Step 3 has me create a new invoice that supposedly will help keep track of everything.  Then Step 4 has me move the rejected payment to this new invoice.  All looks good until I look at my list of invoices and it shows the new invoice with a red 'Returned' status.  Done this carefully with two invoices over the last couple months and both are the same way.  Every time I open QB it flags it and tells me that these need attention.  Anyone have advice?  Very frustrating.  Thanks in advance. 

    4 replies

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    Ryan_M
    September 10, 2021

    Welcome to the Community, @Neal S. I'll help clear things up for you about rejected ACH payments in QuickBooks Online (QBO). 

     

    Since you moved the original payment to a new invoice, the failed payment status will transfer to it. We suggest this step to keep your books accurate and allow you to resend the original invoice. 

     

    I suggest you keep this article for the steps to resolve rejected ACH payments: Fix rejected ACH payments or fees in QuickBooks Payments. It includes a table that lists reject codes and what you can do to take care of them. 

     

    Feel free to post a reply in the comments below if you have other questions about online payments in QBO. I'll get back to you as soon as I can. Have a great day!

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    Neal SAuthor
    September 11, 2021

    Ryan, thanks for the reply and I understand why I added these new 'bookkeeping' invoices.  But it just seems like Quickbooks is not recognizing what I am doing. 

    1.  My invoices page now has a red alert at the top saying "Needs Attention" every time I open it up.  Obviously, I can ignore this but how will I know when I have a new problem?

    2.  These bookkeeping invoices show at the top of my invoice list even though they are several weeks old and show 'Returned'.

    3.  When I click to view one of the new bookkeeping invoices, it says that 'Payment Disputed, your customer has filed a chargeback'.  It wants me to click a link regarding how to deal with a chargeback which has nothing to do with my situation.  

     

    I am far from an accounting specialist but all this doesn't make sense to me.  Any help is appreciated.

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    Mark_R
    September 11, 2021

    Thank you for getting back to us and sharing more information on your concern, @Neal S.

     

    Let's get rid of the red alert you're receiving when viewing your invoices in QuickBooks Online (QBO).

     

    Firstly, the "needs attention" alert showing on the invoice page means that the transactions listed are disputed or declined by the bank via payments. To fix it, you'll want to open the alert and follow the needed action to resolve this. If you're unable to click the alert button, try logging into your QuickBooks Online (QBO) account using a private browser. To do so, press this shortcut key on your keyboard:

     

    • Google Chrome: Ctrl + Shift + N
    • Mozilla Firefox: Ctrl + Shift + P
    • Safari: Command + Option + P

     

    On the other hand, you'll receive the "payment disputed, your customer has filed a chargeback" alert once a customer disputes a charge. To handle this situation, you can read this article for the step-by-step process: Handle chargebacks and retrieval requests for QuickBooks Payments.

     

    Please know that I'm just a reply away if you need any further assistance managing your rejected ACH payment. Wishing you all the best, @Neal S.

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    Bubba Bee
    July 14, 2022

    Hello got a check from Vendor that already been payed 

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      bnoonan
      July 25, 2022

      Just chiming in that I'm also having this issue. Followed all the instructions for correctly logging the returned payment, but now I have the red "Returned" invoice stuck at the top of my screen.

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        CMarie1
        January 6, 2023

        I'm having the same issue let me know if you ever find a solution! I've always followed the same steps to clear rejected bank transfers from customers for years now suddenly I'm getting "returned" errors on my invoices view under the sales menu. I've spent countless hours on hold being sent from department to department to get this figured out with no help and it doesn't seem like anyone at QB knows what I'm talking about. 

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