Question

Sales Receipt shows "Paid (payment failed) . But when I try to send Statement to the client it shows balance zero. How can I fix this?

Forum|Forum|7 years ago
February 15, 2019
36 replies
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QuickBooks Online

A

Anonymous

Hello str_dsgn,

There's a way how to handle rejected bank transfers/payments in QuickBooks Online. First, we'll need to determine if the payment deposit was recorded. Second, create a special service item. Then, create a Sales Receipt. Lastly, attach the rejected payment to the new sales receipt.

Please open this article to see the detailed steps: Handle a Rejected or Failed Bank Transfer Payment.

Once done, go ahead and create a customer statement. Filter it to show all transactions just like the screenshot below.

Let us know if you have any questions. We'll be right here to help.

S

str_dsgnAuthor

Thanks for your reply but this is not what is supposed to happen at the first place.
1. Sales receipts should be reversed in case of payment failures. This is a BIG problem.
2. Also we do not get any email notification when payments fails be it CC or bank account payments. we have to loginto quickbooks everyday to see if any payments failed. Because also reports doe snot show failed payments. see https://www.screencast.com/t/xgKHbCrPOH

The problem is Intuits own 2 products QBO and Merchant Services do not talk to each other properly in this case. Everything happens in the cloud and Intuit has access to all data. We should not do this manually. Sales receipts should be reversed automatically in case of payment failures or alt least customer balance should not show Zero because there is no payments made.

J

JonpriL

Hi @str_dsgn,

As of this time, the option to automatically reverse a failed sales receipt payment isn't available.

In the meantime, you can manually void each failed payment.

Here's an article you can read to learn more about voiding a payment: Void or Refund Transactions in QuickBooks Payments.

I suggest sharing this great input to our product developers through feedback. Messages will be considered for future update and will help them make sure you'll get the best out of QuickBooks. Just click the Gear icon and choose Feedback.

Please know that I'll be always around here in the Community to help you if you have any other questions.

P

POWAGS

I'm having a similar problem but we are now finding Invoices that we processed through QB Desktop Pro 2019 that have marked as Paid showing up 5 months later in our to be deposited list that were never actually processed and I'm having to call customers and try and re-run their cards for large amounts. I'm afraid of how many more are going to just show up out of nowhere and how much money is sitting in limbo. Can QB audit our account file against merchant service transactions and find out. If not we are going to go with a different merchant processor and start doing it manually again.

Adrian_A

I appreciate you for jumping in this thread, POWAGS.

At this time, I recommend reaching out to our Phone Support team. Since the invoices that showed up were from the last five months, we'll have to take a look at your account and verify the issue further.

Here's how you can contact us:

From the Help menu, select QuickBooks Desktop Help.
Scroll down and click Contact Us.
Enter, Paid invoices showed up on the deposited page.
Click Continue.
From there, select either Start messaging or Get a callback.

Feel free to get back to me if there's anything that I can help. Take care!

M

MC Tax Consultant

How is this still not fixed? Tell QBO's coding team to stop being lazy and fix this very important problem that is not that complex. I just had to go through a year's worth of sales receipts to figure out which one was disputed.... Should not have to click on every one - one by one - to figure this out. Give us a report we can generate to see which sales receipts we processed were not yet deposited, an email when someone disputes or has NSFs, etc. - ANYTHING. And to top it off when we've been expressing our complaints for the past 2 years on this matter, you reply with a ridiculous 4 step work around with manual entry & manual search. Ridiculous - Please fix.

9130 3476 4306 7226

Either fix this issue, or you're going to be losing a customer real soon. Please don't reply that it is unavailable at this time. That's obvious.

Y

YahsChildren1

I have a customer set up as a Sales Receipt whose payments were declined due to an issue on Customers end. How do I resolve this issue?

M

mv32

Hi there, @YahsChildren1. Let me help you resolve this issue.

I suggest voiding the sales receipt in QuickBooks Online. In that manner, you can maintain the record of declined customer payments with the transactions.

Let me show you how:

Go to the Sales menu.
Find the sales receipt in question. Select the dropdown ▼ and then choose View/Edit from the Action column.
Enter the info in the Memo or Message section to add the reason and then hit Save.
Select More in the footer and choose Void.
Click Yes to confirm.

Once your customer's payment medium is available and can transact with you again, you can create and send sales receipts in QuickBooks Online and send them one more time to your customer.

In addition, you can reference this article on how to remove recorded transactions from the system: How to void or delete an invoice or other transactions.

On the other hand, you can also check our Help articles for your future reference: Help articles for QuickBooks Online.

I'll be glad to help you if you have any other questions about this topic. Keep safe and have a nice day.

A

ATM2022

This is an absolutely ridiculous solution.

First, a declined payment on a Sales Receipt should show the balance still outstanding - and NOT MARK IT PAID!!!! If we want to follow up with the customer to say their payment declined, we can't send a copy of the Sales Receipt, because it shows as PAID. And you expect us to void the Sales Receipt, then make a new one, to get around your deficiencies in the system?

Please fix this. Pronto. Thank you.

R

rstilley2491_

Unable To process service report

S

SirielJeaB

Hello there, rstilley2491_. Thanks for joining the Community thread.

We kindly request more specific details about the report you're running so we can accurately address your concern. Additionally, we'd like to know the specific activity you're trying to perform within the program. Providing screenshots would also be very helpful in identifying the root cause of the issue.

Thank you so much, and we're looking forward to your response. Keep safe!

J

jaggadakku

How do I become aware of FAILED PAYMENTS - I have customers that are really upset at us because we are just discovering they are behind nearly 3-6 months. I asked your chat bot and it doesnt give me the right directions for QB online. I really need to be made aware so I can catch these quickly - please advise how to setup an alert.

how can I get alerted of payment failures

QB Assistant

Sure, here are a few ways you can get alerted of payment failures in QuickBooks:

1. **Enable email notifications:** Go to the **Gear icon > Account and Settings > Notifications**. Under the **Email notifications** section, turn on the toggle for **Payment failures**.
2. **Set up alerts:** Go to the **Gear icon > Account and Settings > Alerts**. Under the **Alerts** section, click on **New Alert**. Select **Payment failures** from the list of alert types and choose how you want to be notified (email or mobile push notification).
3. **Monitor your dashboard:** The QuickBooks dashboard displays important financial information, including any payment failures. Keep an eye on the dashboard for any alerts or notifications related to payment failures.
4. **Review your bank reconciliations:** Regularly reconcile your bank accounts to identify any discrepancies or missing payments. This can help you catch payment failures that may not have been automatically detected by QuickBooks.

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