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F
Frank126
July 1, 2025
Question

Getting in touch with a supervisor

  • July 1, 2025
  • 1 reply
  • 14 views

I invoiced a customer for $3,280 on 6/13/25. They paid the invoice and we placed their order. On 6/18/25 I noticed that I was charged by Intuit for $3,280. The transaction shows as "Disputed". I contacted customer service and their remedy was to invoice the customer again for the $3,280. I never received the funds in the first place yet was charged $3,280 so if I receive the payment from the client, I'm back to $0. The customer service rep stuck me on hold waiting for a supervisor and told me it woud be another 30-40 minutes before I got someone. I am a long time custoemr who runs millions through Quickbooks. This cuestomer service experience has be atrocious and still no supervisor on the line. 

1 reply

J
Just_me
Level 3
July 1, 2025

They don't let you talk to "supervisors."  They put you on hold, hoping that you will just hang up.  

Have you talked to your customer about the "dispute?'  Did they actually dispute the payment?  

 

 

F
Frank126Author
July 2, 2025

That's exactly what they did after an hour and 25 minutes of keeping me on the phone. 

 

I have not reached out to the customer about it yet but will be soon. I'd like to know if the money came out of their account because it never ended up in mine. 

Z
ZackE_Moderator
Moderator
July 2, 2025

Thanks for reaching out to the Community, Frank126.

 

If your customer paid with an ACH and it was disputed, checkwriter returns occur when their bank returns the payment. Check writer returns can happen for different reasons, such as insufficient funds, incorrect bank information, stop payment requests, etc.

 

Here's what to do if you receive a check writer return:
 

  1. Notify your customer that their payment didn't go through.
  2. Check to confirm they entered the correct account details.
  3. Request a different payment method.
  4. If everything's correct, you can resend their invoice.

 

In the event the payment's already been deposited:
 

  • Intuit may debit your bank account within 2 business days of the return.
  • An email will be sent to let you know what's occurring. This is sent to the email address you used when you signed up for QuickBooks Payments.

 

You can also continue getting in touch with our QuickBooks Payments team if you'd like to discuss the dispute further. They'll be able to pull up your account in a secure environment and discuss what's going on with it.

 

I've also included a detailed resource about working with check writer returns which may come in handy moving forward: Learn about check writer returns

 

Please don't hesitate to send a reply if there's any questions. Have a great Wednesday!

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