Ok, not only was this issue blood boiling when I discovered it. Then I found this post of others that were frustrated, namely the poor responses from QB.
45 min later... taking a deep breath as I just found $4,500 not charged from last month alone. Afraid to go look at the previous months.
First things first. Log into your merchant account via Intuit -- https://quickbooks.intuit.com/learn-support/en-us/help-article/security-risk/access-manage-quickbook...
On the top Top menu --> Activity and Reports --> Transactions.
Narrow the date to the interval in which you are checking.
I did all of January 2022.
Now in another screen pull up QB - Sales --> All Sales --> Filter to the same date range that you just used and as a Sales Receipt or Invoice (in my case we only use Sales Receipts). This will give you all the sales receipts that posted.
I exported the QB list and compared it to the merchant account list (as this is the list of ACTUAL payments that went through/or declined). Anything that was a sales receipts but couldn't be found on the merchant list was marked as PAID but it clearly never ran (unless it was cash or paper check it wouldn't have run through the merchant account).
Here was the common denominator - when I clicked into the sales receipt that seemed to be missing from the Merchant Account, the little box that says "I have authorization to process this transaction" was not checked. Even though all the information was input for the payment method AND the amount due said $0 (making me think it was paid).
As soon as I clicked that box, navigated out of the sales receipt and then came back to it it said it was processed. When I clicked on the now linked "Transaction Processed" words the popup window said it was just then!!!!!
SO from your original post...
a) The recurring sales receipt template doesn't have a payment method set. --- you have to have this inserted.
b) The recurring sales receipt template has a payment method set, but doesn't have the "Process Payment" box checked --- YOU HAVE TO CLICK THIS BOX!!!!!
c) The selected payment method fails when the sales receipt is generated. --- Do the above process to find which ones didn't run, if you are doing it quick enough to the original date you were supposed to run it I suppose you could just check that box and it will run. BUT since it sounds like in many cases it has been some inappropriate time after the fact, you probably need to go into the sales receipt and delete it. Then create a new one.... WITH THE CHECK MARK!!
Some other thoughts...
A Moderator posted this...
In QuickBooks Online (QBO), there is a feature that offers automation. It might be, turned on, that is why it marks your invoices as paid.
Here's how to check:
- Click the Gear icon at the top.
- Select Account and Settings.
- In the left menu, tap Advanced.
- Hit the Pencil icon in the Automation section.
- Check if there is a check-mark in the box next to Automatically apply credits.
If yes, then, that is the reason. To turn off, remove the check-mark in the box next to Automatically apply credits. Then, tap Save and Done.
I went ahead and turned off all those automations for the next couple of weeks to see what happens. Can't surely do any more damage??? haha
Lastly, in the Merchant Account... if you navigate to the "processing tools" menu there is an option to set up recurring transactions for a card or take ACH. Kind of feels more legit buttt who knows.
It seriously seems like all of it came down to the fact that that little box wasn't checked. *sigh*
