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MagsMc
August 24, 2024
Question

A customer paid an invoice via GoCardless, then 4 days later a chargeback appears in GoCardless. How do I process this properly in QBO?

  • August 24, 2024
  • 1 reply
  • 0 views
My predecessor as accountant clearly didn't know how to deal with it, because she has processed it as an expense on the bank account - the customer is the payee, but this transaction does not show on the customer account. So it still looks like the customer paid this invoice, when he didn't.
I would like to remove this from the 'GoCardless Chargeback' account and put it back on the customer account, where it belongs.
I know how to edit the deposits so that the cash into the bank is tied up with the customer receipts and GoCardless fees. Should the chargeback have been processed in the lower half of the deposit as a negative amount to/from the customer account?
I'm new to the business and to QuickBooks, and it's been a learning curve.

1 reply

G
GlinetteC
August 24, 2024

It seems you're facing a challenging situation, but rest assured, I’m here to help you resolve it, MagsMc.

 

Your accountant's decision to create an expense transaction is appropriate. Please verify that the affected account is Accounts Receivable, ensuring deducted funds are accurately reflected and linking it to the bounced payment.

 

  1. Locate the expense transaction your accountant created.
  2. In the Category ▼ dropdown, select Debtors (Accounts Receivable).
  3. Click Save and close.

 

Then, proceed to un-apply the bounced/chargeback payment. Here are the steps:

 

  1. Navigate to Sales and choose Customers.
  2. Locate the customer with the bounced payment.
  3. Find the invoice for the bounced payment and select Edit.
  4. Select Receive payment.
  5. Uncheck the box for the invoice that received the payment.
  6. In the Credits section, select the new expense you created in Step 1.
  7. Click Save and close.
  8. If a message indicates the transaction is linked to others, click Yes.

 

Check this article for more information and proceed to Step 3: Record a returned payment or bounced check in QuickBooks Online.

 

In addition, I've included this article to assist you in case you need to manually document the payments: Record invoice payments in QuickBooks Online.

 

Keep me updated if you have further concerns with handling other customer-related activities. I'm always prepared to provide the support and resources you need.

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