On 25/10/2019 I ran a client Ccard to pay an invoice. At the same day the client paid the same invoice through QB. On 28/10/2019 I sent an etransfer to return that paymt

Hello bookkeeper35,

Thanks for the details about what's happened with your customer payments. It's good you were able to send the customer an etransfer to return the payment outside of QuickBooks Online. Now let's take a look at what's happened in QuickBooks Online's Payments system.

With what you're describing about creating a payment for the customer and then the customer also paying, it sounds like you'll have two payments of the same amount for that customer. This is something I'd like for an agent to check on in the back-end. Through collecting your details and pulling up your account, the agent will be able to see all transactions that happened on that day and let you know what your options are moving forward. It will also help us to see how this was recorded in QuickBooks as well.

Here's how you can reach out to our QuickBooks Online Payments department.

1. Visit our Contact Us page.
2. Choose QuickBooks Online from the What Quickbooks do you need help with? window.
3. Choose from one of the categories (Example: Manage your money, then Customers).
4. Scroll down to the Call Us section and click Get Phone Number.
5. Dial the number and follow the prompts to reach QuickBooks Payments/Merchant Services.

You'll note that there's a Message Us option, but QuickBooks Payments does not have a chat support team and you'll need to call.

Let me know if you need clarification about that! I'm confident an agent can help you sort this out. :)