Raymond, thanks for weighing in.
What you will find, generally, is that Intuit is unwilling to support its customers. These types of generic messages stating "I understand the importance of..." are really very tone deaf, canned, on a thread spanning a great deal of time with no resolution.
If we've not contacted the payments team directly, we've been forwarded to them via phone, chat and/or email. I've spoken directly with the payments team time and time again and their unwillingness to provide any resolution - or even clear identification of the problem - pose a significant risk to our company and customers and ultimately caused us to abandon Intuit for AP, AR & Payroll. We're now reviewing other accounting software companies in an effort to isolate ourselves from Intuit and the risk they present, and we're not alone in this effort.
If you read the title of this thread you'll note it says "Re: QuickBooks Online Customer ACH Payments Declined". Credit card processing does not enter into the conversation - other than as a "solution" posed by Intuit payments support - as if we can dictate to customers to use a CC when they wish to use ACH but can't tell them how long that will be as Intuit can't even acknowledge what the problem is or when it will be repaired.
As may of us receive no error messages from ACH failures and Intuit cannot provide a clear root cause analysis of the issue (if/when they acknowledge the issue exists at all) or when it will be fixed this makes troubleshooting even more difficult, meanwhile our accounting workflows are disrupted, customers are disrupted, payroll is disrupted, etc.
We went to a 3rd party processor and from day one have enjoyed phenomenal, engaging, proactive support as well as error free payment processing services. The processors clearly articulate limits, fees, processing times, etc. - all of the things missing from the "service" Intuit claims to provide. We appreciate the opportunity that Intuit provided us to find vendors who truly support our business and our customers and could provide a reliable way of servicing them.
If you are happy to assist I have some questions for you perhaps you can answer:
1. What are the per transaction, per day, per week and/or month limits on Intuit transaction processing.
2. What is the time frame before which customers can process transactions at various sizes.
Is there a graduated system before which customer transactions are limited, as has been suggested by never proven by Intuit support.
3. Why do ACH payments fail with Intuit which do not fail with other providers - is this due to "changes in Intuit payments fraud detection" which has been repeated on multiple support calls with the payments team.
4. What is the Intuit SLA from problem identification to resolution for its payment processing customers.
Hint: Over 2 years is not an acceptable SLA.
5. What is the escalation process for failed payments processing with the Intuit payments team?
Many have been told there is none - that the one person they reach in the payments team is the only person they will ever be able to speak to on the subject.
6. Why does Intuit find the use of a credit card to be an acceptable alternative to a failed ACH transaction through their payment processing service - they are not equivalent, nor can companies dictate the method of payment as an alternative to a service their 3rd party fails to provide them.
7. Is the Intuit payments processing service a native Intuit service or is it outsourced and maintained by a 3rd party, if so what 3rd party is that?
I would invite everyone else on this feed to reach out to ReymondO and take him up on his offer to assist them.
