This
What tools do you use to support Bill pay customers?
iBoss: view bill payments, bill payees, other important details
What does it mean if a payment is 'scheduled"?
Scheduled tab shows payments that were scheduled within QB Bill Pay. However, the funds have not been taken out of the user’s bank account yet.
What are the two types of payment processing?
Open invoices & in person payments
What are the 3 types of processing times?
-Calendar days
-business days
-banking days
Who is Intuit's banking partner?
Green Dot
In iBoss, what are the different entitlement status's you could see?
Active, closed, denied, Restricted (most likely fraud), Suspended (most likely collections), and sub status will indicate specifics (financial, compliance, etc.)
What does it mean if a payment is "processed"?
The processed tab shows the payments that have gone through the scheduled tab successfully and now those funds have been taken out of the user’s bank account, which are now on the way to their vendor.
Is it better to void a payment or refund a payment and why?
In general, it’s better to void a payment if possible. With a refund, more fees are charged, and it can take several days for your customer to get their money back.
What are the 3 main holds related to risk?
Ban Hold
NACHA Hold
Settlement Hold
Can QBDT users sign up for a Quickbooks checking account?
No, it is only for qbo.
in Iboss, where can you find a specific payee info?
Within Merchant profiles, the Bill Pay Payees tab can be used to search for specific payees.
Why is there a sometimes a delay (5 days) in the first round of a customer's deposits?
The 5-day funding delay no longer happens for all new merchant accounts. The delay is now more an exception, rather than the rule.
When there is a delay in funding with the first batch, this will be due to a risk event happening. The funds will be reviewed as part of a normal review process and could be held for 5-business days.
Can transactions where customers used debit cards with PIN verification be voided or refunded?
No. the merchant would have to refund cash.
What is a Ban Control Hold?
Ban Control Hold: prohibits money movement from Intuit to the customer. These holds normally happen when the system identifies a reason for the customer’s merchant account to be reviewed. These holds may be on a single transaction, a single batch or all processing on the account.
When would you transfer a call to Green Dot for support?
-Closing the bank account (customer-initiated)
-Transaction disputes
-Name change
-Missing transactions
-Issues paying bills
-Card activation issues
-Debit card declines
What does it mean if a vendor is "in network"?
means that the payee is in the QuickBooks Business Network
What is instant funding?
The Instant deposit feature allows eligible QuickBooks Payments customers to deposit funds into their bank account in minutes (up to 30 minutes). Instant deposit uses a debit card to deposit the funds, so customers must first set up their debit card in QuickBooks. Then, when they choose, they can request an instant deposit if their transactions and account meet specific criteria.
What needs to be set up in the merchant service center the first time it is accessed?
bank account for deposits, fees expense account, bank account for fees, auto match, show dismissed and show fees for (time frame)
What is a NACHA hold?
NACHA Hold: happens when Intuit has been notified that the bank account on file has had some issue that stopped Intuit from completing either a debit, a credit or both. These normally will also add a Ban Control hold for all processing on the account as required by the NACHA organization.
What should you do if a QuickBooks Checking account has been closed or suspended due to fraud/risk reasons?
Experts are to refer these contacts to the Transactional Risk team.
1. Verify the QuickBooks Checking account was closed or suspended due to fraud/risk.
2. Check the IBOSS activity feed for the CARE NOTE left by Risk Ops. Use this info to explain to the customer why their account was closed or suspended.
If the customer wants more info, or wants Intuit to reconsider their decision, escalate a
Salesforce case to the Trans Risk queue following the Risk Referral Process.
Where can you see all pending and processed payments?
under the transaction summary tab
What is faster funding?
Faster funding allows customers to have the opportunity to deposit funds in 2 to 3 bsuiness days for CC trxns and 5 days for ACH.
What reports in QBDT are used to get payments information?
Open Invoice report, transactions report, deposit details, audit log, A/R Aging summary report
What is a Settlement Hold?
Settlement Hold: can have two different sources: either from an automatic system process dealing with automatic system process dealing with auto enablement accounts or QuickBooks Online_FTU or manual process involving a Risk or Underwriting team. These holds will stop the batches from moving into a deposit phase and can be seen in IBOSS, along with other holds either on the Monetary Balance tab of Merchant menu or clicking on the banner at the top of the Merchant view.
What is the resolution center used for?
customers can self-serve to upload requested documents and monitor the status of their case.