Quickbooks Customer duplicate payments and *Undeposited Funds extra account

Question

I'm here to see if anyone else is having this problem.

We started receiving duplicate payments in our system, with the extra payment going to "Quickbooks Customer." This started on 7/5/2023, and was caught at the end of July when my accountant was reconciling the bank account. Some of the payments made it into the deposit and numbers were off. Additionally, payments were missing because, on the same date, Quickbooks created a new account, "*Undeposited Funds" (with an asterisk at the beginning to avoid a duplicate name). Nothing in our process was changed on that day, but Quickbooks explains in another Intuit created post that it can create this account on its own and it is not able to be merged. I'm apparently not allowed to link to that here.

The Quickbooks Customer payments are from CC payments only, exclusively ones used in store. The transactions going into the new *Undeposited Funds account include checks, wire, and credit cards run on site, but NOT the e-invoices or anything coming through our e-commerce store.

So far we have done the following:

-Confirmed that the payments were duplicates and deleted those (which required deleting the automatically created deposits prior to deleting the payments). Some of those have come back. None of them were actually charged twice (Only in Merchant Services and our bank account once per transaction), but the payment with the same last 4 digits of a CC for the same amount on the same date is showing up in the Quickbooks Customer account, making it appear as though we owe money to a made up customer.

-Turned off automatic matching in Merchant Services. Additional payments have been posted to Quickbooks Customer since then.

-Changed the company settings in single user mode: We tried unchecking the box in Preferences-Payments to use Undeposited Funds as the default account, saving, and then rechecking it. Payments have still been posting to the newly created undeposited funds account since then.

-Deposited everything from *Undeposited Funds and then making the account inactive. Transactions continued to post to the account even when it was inactive.

The only solution tech support has been able to offer thus far is to manually delete the extra payments (which we have been doing, but they re-appear) and to manually move the transactions to the correct account so that we can record deposits. No one has presented any solutions as far as preventing this from happening, and there are dozens of transactions weekly, so this is dramatically adding to our workload each day it goes unsolved.

Has anyone else encountered this? Any work arounds to solve it?

RoseJillB · Answer

I acknowledge your efforts in outlining and expressing your concerns, @Operations_Monkey. I also certainly understand the convenience of rectifying this concern to keep you from deleting the duplicate payments reflected in your QuickBooks Desktop (QBDT) Company.

Since the Community is a public forum, we’re unable to proceed in accessing your account to determine an appropriate resolution. Moreover, our phone support has the tools to trigger an investigation concerning the aforementioned concerns.

In this manner, I’d recommend contacting our Technical Support Team to double-check what causing your payments to be duplicated and the unspecified reason for creating another Undeposited Funds account.

I understand that you have already contacted them to get everything sorted out. However, the best option we have here is to contact them to initiate a thorough examination of your account.

Here’s how:

From your QuickBooks Desktop account, click the Help menu at the top.
Click the QuickBooks Desktop Help menu and select Contact Us.
Provide some information about this concern in the search box, then select Continue.
Sign in to your Intuit account and tap Continue. Afterward, select Continue with my account.
Please enter the code that will be sent to you via email and select Continue.
From there, select how you want to connect with us. It’s either to chat with us or Have us call you.

Here’s an article you can check out for other ways of contacting them. Support hours and schedules are also outlined in this resource: Contact QuickBooks Desktop support.

I’ll be around the corner if you need an extra pair of hands in any QuickBooks-related matters. Stay safe!

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded