We have invoices with a due date of June 4th for collection by direct debit. The direct debit requests were submitted on June 3rd - 1 day early. What has gone wrong?

stobonet · ‎June 04, 2019

JamesC · ‎June 04, 2019

Hey Stobonet,

It may be worhwhile speaking to our contact center team about this, and/or GoCardless - I'd be interested to see if they can identify any issues on their end, or if the error has occurred whilst in QuickBooks. Our senior agents in our Tier 2 team will be available to have the case escalated to, if Tier 1 is unable to identify why this has occurred. I'd be looking to take advantage of our Screen-sharing Service to check the audit logs and combine that with the use of back-end tools.

I've checked for open and current widely known issues with GoCardless, and haven't found any; however, they're only created with a customer's report of the issue.

You can refer to this article to get in touch with our support team: How to get help with QuickBooks. You are welcome to ask to speak to a member of our Social Media & Community Team when calling inbound too :)

stobonet · ‎June 04, 2019

I don't think that there is any possibility that this is a GoCardless problem. They act on information sent out by QBO. The payment requests were sent out a day early. The most likely explanation is that the DueDate flags on the invoices were set wrongly. This is the third occurrence in just over 2 months for which the timing of processes has apparently gone wrong. I could speculate about the reasons why this is happening but what matters to users is that it gets fixed soon.

Rose-A · ‎June 04, 2019

Hello, stobonet.

I'd be glad to help point you in the right direction regarding invoice due date via the QuickBooks Online.

So far, we haven't received similar issues reported. Since the Community is a peer-to-peer forum, I won't be able to check your account without asking for sensitive information.

All account related concerns need to be directed to our phone support for security purposes. You can get their updated number on this article: https://quickbooks.intuit.com/uk/contact/.

Also, these articles are a good reference:

Keep me posted if you have any other invoices related concerns, I'm more than willing to lend you a hand.

We have invoices with a due date of June 4th for collection by direct debit. The direct debit requests were submitted on June 3rd - 1 day early. What has gone wrong?

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