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Intuit Merchant Services (QuickBooks Payments) Review

Advertiser Disclosure: Our unbiased reviews and content are supported in part by affiliate partnerships, and we adhere to strict guidelines to preserve editorial integrity.
Date Established
1983
Location
Mountain View, CA
Frank Kehl

Frank Kehl

Frank Kehl has been writing about merchant services, payment gateways, and international money transfer services since 2015. He has a Bachelor of Science degree from Penn State and a Juris Doctorate from the Ventura College of Law. After a long and enjoyable career of traveling around the world as an Air Force navigator, he’s comfortably settled down in the wine country town of Paso Robles in California’s scenic Central Coast region. He enjoys reading, photography, hiking, and numerous other outdoor pursuits.
Frank Kehl



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133 Comments

Responses are not provided or commissioned by the vendor or bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the vendor or bank advertiser. It is not the vendor or bank advertiser's responsibility to ensure all posts and/or questions are answered.

    Paul Salsberg

    They are more concerned about profits than taking care of their customers. I submitted a document back in December to be updated. The process should have taken minutes to do but because of “Covid”, it has yet to be done because they are short-staffed. It is now the middle of February and I am still waiting. If you want the poorest in Customer service, QB payments is perfect for you!

    2
      Erica Atkinson

      Organization Name: CCS Mgmt. Group

      We love using Quickbooks Online but several years ago, we decided to incorporate also using Bill.com for most of our AP / AR receivables. We are still very happy with this decision because that service is leaps and bounds better when it comes to managing customer payment data, sending invoices, receiving payments, etc. We no longer use any of the merchant services area of QBO – it is absolutely awful and there are better alternatives that produce consistently good results.What happened: We migrated back over to QBO around 2017. We maintain customer payment data on file because we auto-charge them every month. After setting up all of this extensively, including the automatic invoices, we experienced a situation where the payment information for all customers just disappeared from our view in the system. The entire section for every account we’d already set up was just missing.According to QBO support, the data was still somewhere in the background but we could not see it and the system didn’t recognize it was there (WTH). Because the system didn’t’ see it, all of the auto-invoices we’d set up were created as expected, but they were not auto-charged to the customer’s payment method on file because the system was treating the invoices as if there wasn’t any payment data on file.We ended up having a bunch of invoices that showed as unpaid, but we had no way to get them paid because the payment data was not there. Extensive calls to QBO support blamed this on the merchant services, but it was also clear the QBO support staff really did not grasp how serious of an issue this was. We couldn’t get paid even though we’d done everything we were supposed to do. Their suggestion was absurd — “simply re-type all of the customer’s payment information for every account and it will re-appear.. Then, manually re-process those invoices against the payment data.” This was a lot of data and who would want to do this? We went about a week without getting paid, customers calling asking why we hadn’t charged them. The issue was wide-spread and was resolved for everyone about a week later. I was very skeptical after that. We went another month and everything worked fine. The following month – IT HAPPENED AGAIN! We could not get paid again. QBO Support suggestion? Same as before — retype it all. No thanks. I told our CPA we couldn’t keep doing this with something so important and with the support staff’s clear lack of understanding of what this means for someone running a business. That’s when the CPA suggested Bill.com for the AP/AR and to keep QBO for everything else. That’s what we did, figuring it was worth re-entering all the customer payment data there since their service was known for better reliability in that dept. It’s been wonderful. 4 years later and we’ve never had an issue. Yes, we have to pay for an extra service. But the peace of mind and streamlined systems makes it worth it. QBO is great for everything else. Love it for payroll and other things. We still have our auto-invoices set up in QBO to avoid re-doing that in Bill.com. It syncs over to Bill.com, and then Bill.com recognizes there is an open invoice, and for that account if auto-pay is enabled (which requires payment data on file), it auto-charges the invoice, marks it as paid, and that info syncs back to QBO seamlessly.

      1
      • Organization Name: CCS Mgmt. Group

      This comment refers to an earlier version of this review and may be outdated.

      Jim

      Organization Name: stevens construction

      Have been using QB Payments for the past year. The last two payments have been significantly delayed, by 5 business days, and now 7 business days. Upon calling support, they will tell you in the merchant services agreement that they can conduct a review and hold up payments at any time, without any explanation. I called today to complain about the most recent delay to three separate agents. Soon after, the payment magically shows up online as being “funded”. Shady stuff. How much money is Intuit making from delaying all these payments?

      1
      • Organization Name: stevens construction

      This comment refers to an earlier version of this review and may be outdated.

      Patrick Wallain

      Organization Name: Exhibau

      This is the worst service imaginable for small business. We were approved for the service, so I thought, this is great because it’s all integrated in one product with my qbo. Think again. When we processed our very first two payments for about $4k total, they withdrew our approval and maintained their “right” to keep our $4k as a security deposit for 270 days. Are you kidding me?

      1
      • Organization Name: Exhibau

      This comment refers to an earlier version of this review and may be outdated.

      Scott H

      Organization Name: Reliably Accurate

      We have used Intuit QuickBooks credit card processing service for over a decade until today. We had a client make a purchase for $7,500 and then request a refund in less then 24 hours. We processed a refund request about 18 hours after the original charge. We were charged $255.25 for to process the original transaction and then we were charged another $255.25 to issue a refund to the customers card. To say this is beyond ridiculous is an understatement. Again we refunded the original transaction in less then 24 hours and are being charged $225.25 X 2 which equals $ 550.59. For a refunded transaction We contacted Intuit and after a 30 minute conversation with a customer service rep and then a 15 minute manager/supervisor that it was to bad to sum the outcome up in short. They refuse to issue a refund. Now we are left with one option and that is to take legal action against Intuit of which we plan to pursue. Just a warning to merchants, BEWARE IF INTUIT! Find someone respectful, fair, that have some integrity in how they treat their customers.

      1
      • Organization Name: Reliably Accurate

      This comment refers to an earlier version of this review and may be outdated.

      Cary

      Could you guys consider updating this article? This article is 2 years old and I think the rates and pricing have changed since your review in 2018.

        This comment refers to an earlier version of this review and may be outdated.

        Jessica Dinsmore

        Hi Cary! The answer is yes! We’ve got this post scheduled for an update this summer. Stay tuned!

          This comment refers to an earlier version of this review and may be outdated.

          Lucie Voves

          Organization Name: Church Hill Classics

          Good luck finding a competent person to talk with at Intuit. We had a merchant account with no monthly fee and then they suddenly starting debiting our account $20 a month with no notification. It took time to figure out where the Intuit charge was coming from, and then because the account was inactive, I had to figure out how to cancel it. Tons of hoops, took 5 calls and over an hour. Even after cancelling, becasue they claim they charge in arrears, I have more charges coming that they refuse to cancel. No manager to address complaints with. The service and communication is awful, avoid!

          1
          • Organization Name: Church Hill Classics

          This comment refers to an earlier version of this review and may be outdated.

          Inez

          If I could give this a zero rating I would. I would never recommend your merchant services to my most worst enemy! Our funds have been withheld for 2 1/2 weeks with a lame excuse of “we are reviewing ” your deposit. I need the funds deposited or returned. Customer service sucks just as bad and you can never get a reasonable answer from anyone even after you have been transferred 105 times and you cant get an English speaking person. Everyone should just dump quickbooks!

          1

            This comment refers to an earlier version of this review and may be outdated.

            Madeline Bailey

            Organization Name: QC Computing

            Wanted to share that I’m a QuickBooks Pro Advisor. ACH is $1 always, not free for QB Desktop so that needs updating in your article. I wanted to setup “recurring ACH” for one client. I don’t want her to have to interact monthly by clicking a link on my invoice to pay me, that’s the recurring part. They only offer that feature with QB Online. As a pro-advisor I have all versions of QB software so i was able to change my merchant services account to connect to my QB Online, and keep my accounting in Desktop. Connect is a euphemism. Merchant services does not have to connect to QB, and sometimes it works better if it does not. I prefer it not connecting. I have VIP tech support with the software, but have to go through regular merchant account support and it’s awful. So if you have a problem, your frustration gets blown out of proportion. And it must be hard to work there. I don’t doubt these reviewers, and I understand their frustration in dealing with merchant services lack of support, but I’ve never seen it a case where they hold money. I solve problems, that’s primarily what I do day in and day out, so why with all the businesses and all the thousands of credit card transactions I’ve seen, have I never seen this problem? What I see is that it’s always pushed through 4 days at the max in the very beginning, once it’s established 2 days or 3 if the next business day is a monday. I’ve had to read reports from 2 merchant accounts besides Intuit (Clover and Authorize.net) and Intuit has the easiest to read merchant reports. I can easily find what I’m looking for. It’s my standard for what all processors should be giving us report-wise. Once you’ve had your account for a couple of months, call and have them just give you one transaction for their fees on the bank statement, rather than an expense transaction for each and every time you take a credit card. Makes the bookkeeping faster. It’s wonderful to be focused on accepting money!

            4
            • Organization Name: QC Computing

            This comment refers to an earlier version of this review and may be outdated.

            Robert

            Just because you have not experienced it does´t happen. Right now we are on business day 10 of a “5 business” day hold. From the minute the transaction is processed its flagged for review by the software. At that point if documentation needs to be sent in they need to communicate that quickly. That is not what is happening. They are not requesting documentation until the end of the 5 days or the 6th day. Then keeping the deposit/transaction under review until they see fit to end the review. Which in some cases as you are reading is taking 2 to 3 weeks. In my case they went dark until business day 6. No email, no phone call, no request. The biggest part of the problem is we are paying them a monthly fee on top of the processing fees. Services like Square and Stripe are free and offer many if the same features and much faster deposits. I´ve taken two payments with intuit and will not be taking a 3rd.

              This comment refers to an earlier version of this review and may be outdated.

              Jorge

              Organization Name: White Space Creative

              We’ve used QuickBooks for the last 6 years. The accounting portion of the software is great. We enjoy using it. However, payment processing and customer service are pretty terrible. The average time to get funds deposited once an invoice has been paid is slow. It usually takes somewhere in the range of 7-10 business days. I’m not sure how this is a reasonable amount of time. Other apps that we’ve used in the past usually take 2-3 business days. If you’re starting out, I would seriously consider other options. We’re looking for other solutions.

              2
              • Organization Name: White Space Creative

              This comment refers to an earlier version of this review and may be outdated.

              Wil Tarnasky

              Organization Name: SportsFleets Ventures Inc

              Like many commenters, Quickbooks customer service for us has been atrocious! The help line always reaches a person who says they are not the right one and pass us along to someone else. Then, long hold times await you. When you speak to the next person, 3 out of 4 times we get transferred along to yet another as even the 2nd person can’t help us.Credit card payments are awful, we have had them take cc payment and wait 60 days to pay us! Not once but multiple times! They even say on your profile “Paid-but not deposited” and the deposit date will be 30 days even though they had your money the same day you sent your invoice to your client? It’s a huge scheme to collect interest on customer funds, has to be something like this. We stopped using it for 2 months and a test April 23 showed they did the same withhold funds thing post payment yet again. Run your cc’s manually with your own service!

              1
              • Organization Name: SportsFleets Ventures Inc

              This comment refers to an earlier version of this review and may be outdated.

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