Recurring Transaction Update
Last week a small number of QBO customers experienced a situation where duplicate copies of their scheduled recurring transactions were created. In a small number of instances, this also resulted in payments being collected twice from their customers. Any number is too many for us. Here are the details of what happened; the daily job which creates the recurring transactions ran simultaneously for June 30th and July 1st, creating the duplicates. We’ve determined root cause and already took action to resolve.
About 2% of QBO customers were impacted and saw the duplicate transactions appear in their books. Additionally, for about 200 of those customers payments were processed twice. This issue affected no other QBO customers. The processing error occurred once and beginning July 2nd all recurring transactions were again being processed correctly.
Beginning on July 2nd automated processes were executed to remove the duplicate transactions from QBO and to refund the additional payments that were collected. All fees associated with the duplicate payments are currently being refunded. Our Customer Care team has been reaching out to the affected customers directly to assist them in any way we can. If you need any additional assistance please contact Customer Care at 1-800-488-7330.
We know that you trust us with your business, and your customers trust you to bill them correctly. We apologize and are committed to you and your business.
Director, Application Operations
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