Create Invoices in QuickBooks Online

Create an Estimate in QuickBooks Online

Create and send Sales Receipts in QuickBooks Online
Refund for goods or services that didn’t satisfy the customer
Create and Apply credit Memo's in QuickBooks Online
Record Invoice payments in QuickBooks Online

Record an Expense in QuickBooks Online

Record a Check in QuickBooks Online
Enter Bill in QuickBooks Online
Create and Send Purchase orders in QuickBooks Online
Enter a Vendor Credit
Print a check in QuickBooks Online
Enter Billable Expense

How to turn on Multicurrency

Learn about Multicurrency in QuickBooks Online
Multicurrency FAQs

QuickBooks Online Arti

QuickBooks Community Links and Articles
Templates
Tools Link
VOC Calculator
Archive Links and Form ID Numbers
Taxability Table
Messaging Spiel
Advance and Live Bookkeeping Spiels and Template
Sample DDM Spiel for Requesting refund online, Tech Issues, and Non-Usage
 Connect bank or credit card accounts to QuickBooks Online
Manually upload transactions into QuickBooks Online
Update Bank Feed in QuickBooks Online
Review downloaded transactions
Match with an existing transaction
Add a New Transaction
Review matched or added transactions
Exclude Bank Feed Transactions
Combine transactions in QuickBooks with a bank deposit

Cancel your QuickBooks Online Subscription

Downgrade your QuickBooks Online Subscription
Upgrade your QuickBooks Online Subscription
Delete your data and start over in QuickBooks Online
How to resubscribe or reactivate QuickBooks Online
Request a Refund for your QuickBooks Product
Track a Refund for your QuickBooks Product
Sign Up another QuickBooks Online account using the same email address

Steps, Screenshots and Others

QuickBooks Online Subscription for Small Business Accounts
QBO Price increase information and FAQ's
Price Increase Spiels
Ideal Call Flow Spiels
Case Documentation Guidelines
ATTN-8485 QBO Price Increase Information and FAQs
ATTN-9470 Customer locked out? Request reactivations directly from Salesforce
ATTN-8748 Screenshots - Important Update!
ATTN-9184 RPS Holds
Cancel QB Account
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Cancel your QuickBooks Online subscription

https://quickbooks.intuit.com/learn-support/global/cancel-products-or-services/cancel-your-quickbooks-online-subscription/

Cancel Quickbooks Online (Customer's End)

1. Go to the Gear icon and then select Account and Settings.

2. Choose the Billing and subscription tab.

3. In the QuickBooks section, select Cancel subscription or Cancel your trial.

4. Click Continue to cancel, then select the Continue to cancel button (if it shows on your screen).

5. Follow the next steps.

6. Select Submit and cancel subscription.
7. Click Got it.

You can follow these steps if you purchased the subscription through the Apple App Store (iOS, iPhone, iPad):

1. Go to the Settings app on your iPhone or iPad.

2. Choose your Name to access your Apple ID.
3. Select Subscriptions.
4. Press QuickBooks Online.
5. Hit Cancel.

For a subscription purchased through the Google Play Store (Android phones and tablets), here's how:

1. Go to the Play Store app.
2. Select the Profile icon.
3. Go to Payments & subscriptions, then select Subscriptions.
4. Choose the QuickBooks Online app.
5. On the Manage subscriptions window, select Cancel subscription.
Downgrade QBO Subscription
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Downgrade your QuickBooks Online subscription

https://quickbooks.intuit.com/learn-support/en-us/help-article/intuit-billing-updates/upgrade-downgrade-quickbooks-online

Downgrade Quickbooks Online Subscription

1. Sign in to QuickBooks Online as a primary or company admin.

2. Select Settings ⚙ and then Account and settings.

3. Select the Billing & Subscription tab.

4. Make sure your payment info is up-to-date.
5.. In the QuickBooks Online section, select Downgrade your plan.
6. Review the available plans and then select Choose plan.
7. Follow the on-screen steps to downgrade your plan.

There is another way to downgrade your plan.

1. First, you want to access your account, make sure to log in to like normal > http://qbo.intuit.com.
2. Copy and paste this link (once you’re already logged in) > https://qbo.intuit.com/app/changeplan
3.It shows you choices to downgrade. Pick new “Choose plan” button. Make sure to review what features will be disabled.
4. Confirm it.
Upgrade QBO Subscription
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Upgrade your QuickBooks Online subscription

https://quickbooks.intuit.com/learn-support/en-us/help-article/intuit-billing-updates/upgrade-downgrade-quickbooks-online

1. Sign in to QuickBooks Online as a primary or company admin.

2. Select Settings ⚙ and then Account and settings.

3. Select the Billing & Subscription tab.

4. Make sure your payment info is up-to-date.
5. In the QuickBooks Online section, select Upgrade your plan.
6. Review the available plans and then select Choose plan.
7. Follow the on-screen steps to upgrade your plan.

There is another way to downgrade your plan.

1. First, you want to access your account, make sure to log in to like normal > http://qbo.intuit.com.
2. Copy and paste this link (once you’re already logged in) > https://qbo.intuit.com/app/changeplan

3.It shows you choices to downgrade. Pick new “Choose plan” button.
4. Confirm it and you will now be switched to the plan you chose.
Purge Quickbooks Online account
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Delete your data and start over in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/manage-intuit-subscriptions/delete-your-data-and-start-over-in-quickboo

1. Sign in to your QuickBooks Online Company.

2. Change the URL to include /purgecompany
Example: Change https://app.qbo.intuit.com/app/homepage to https://app.qbo.intuit.com/app/purgecompany

3. The next screen will provide a summary of the items to delete. Type YES to delete the data, then select OK.
4. Click Wipe Data once your selections are complete.
5. Once the deletion is complete, you will be rerouted to your home page.

Note: You must be logged in as the Primary admin to delete your data and start over.

Things to know:
1. If the industry you want to use is different than the one showing, feel free to change it.
2. Mark whether you would like the system to create accounts based on your industry or start with an empty char
3. Once your selections are complete, select Wipe Data. When the deletion is complete, you will be rerouted to yo
Resubscribe Quickbooks Online account
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How to resubscribe or reactivate QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/account-status/how-to-resubscribe-or-reactivate-quickbooks-online/00/3

1. Log in to your QuickBooks Online company.

2. Select Settings ⚙ at the top.

3. Under Your Company, choose Account and Settings.

4. Select Billing & Subscription, then Subscribe, and enter the updated company profile.
5. Select Save.
6. Select Payment Information type (Credit/Debit card or Net Banking) and enter your bank information. Select Resubscribe.
Request a refund for your Quickbooks product
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Request a refund for your QuickBooks product

https://quickbooks.intuit.com/learn-support/global/intuit-refunds/request-a-refund-for-your-quickbooks-product/00/961321

1. Log in to your QuickBooks Online company.

2. Select the Letter Icon on the upper right of the screen.

3. Click Manage your Intuit Account.

4. Once you are routed to Intuit page, click the Products & Billing tab.
5. Look for the link Request or Track a refund

6. You will then be routed to this page.

7a. Request a refund for Quickbooks purchased directly from Intuit
1. Select the product you are requesting a refund for.
2. Enter your order/bill number.
3. Enter Associated email.
4. Select Find my order details.
5. Review your order details and charges.
6. Select item(s) to be refunded.
7. Select the reason for refund(s).
8. Provide more details if applicable for the reason of requesting a refund.
9. Fill in your Contact details & Mailing Address.
10. Select Submit.

7b. Request a refund for Quickbooks purchased from another retailer

1. Select the product you are requesting a refund for.
2. Enter your product license code.
3. Select retailer.
4. Select Date of charge.
5. Select Attach Receipt and follow the steps to upload your receipt as a proof of purchase.
6. Select the reason for refund.
7. Enter the refund amount.
8. Provide more details if applicable for the reason of requesting a refund.
9. Fill in your Contact details & Mailing Address.
10. Select Submit.
8. After all information have been filled out. Customer then click submit. He will be provided with a reference number for him
Track a refund for your Quickbooks product
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Track a refund for your QuickBooks product

https://quickbooks.intuit.com/learn-support/global/intuit-refunds/request-a-refund-for-your-quickbooks-product/00/961321

1. Log in to your QuickBooks Online company.

2. Select the Letter Icon on the upper right of the screen.

3. Click Manage your Intuit Account.

4. Once you are routed to Intuit page, click the Products & Billing tab.
5. Look for the link Request or Track a refund

6. You will then be routed to this page. Click Track refund request.
7. Track your refund requests
1. Select Track refund requests.
2. Select the product you have requested a refund for.
3. Enter your case number.
4. Enter your email address.
5. Select Track request.
8. You will then be provided with details about the refund request.
Sign Up Another Quickbooks Online account using the same Email Address
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I need to set-up a second business using the same email

https://quickbooks.intuit.com/learn-support/en-us/account-management/i-need-to-set-up-a-second-business-using-the-same

1. You can still use the same email address for different subscriptions in QuickBooks. Simply enter the same email ad

2. Also, you can scroll down to the bottom part and click Sign in after the question "Adding a company to an existing
3. Once you've subscribed to more than one company, you'll have the option to switch them in QuickBooks.
Create invoices in Quickbooks Online
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Create invoices in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/manage-invoices/create-invoices-in-quickbooks-online/00/383024

1. Select + New.

2. Select Invoice.

3. From the Customer ▼ dropdown, select a customer. Make sure all of their info is correct, especially their email address.
4. Review the Invoice date. If you need to, change the due date in the Terms ▼ dropdown.
Tip: Net refers to the number of days until the payment is due. The default is 30 days, but you can change the due d
5. From the Product/Service column, select a product or service. You can also select +Add new to create a new product or serv
6. Enter a quantity, rate and change amount if needed.
7. Select a Tax option.
8. When you’re done, there are several options for saving or sharing the invoice:
If you're ready to send the invoice, select Save and send to email the invoice to your customer. 
To send the invoice later, select Save and close.
To print a paper invoice, select Save. Then select Print or preview. 
To send your customer a link to their invoice through SMS or a messenger service, select Save and share link. Then
Note: If you're using QuickBooks Simple Start, select Send.
Create an Estimate in Quickbooks Online
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Create and send estimates in QuickBooks Online

https://quickbooks.intuit.com/learn-support/en-us/help-article/job-estimates/create-send-estimates-quickbooks-online/L0kO

Check if you have the new version of Estimates and invoices

1. Select + New.

2. Select Invoice or Estimate.

3. At the top left of the form, if you see “New” by the form title, then you’re currently using the new version.
***Create an estimate and convert it to an invoice with the old version

CREATE AN ESTIMATE

1. Select + New.

2. Select Estimate.

3. Select a customer from the Customer dropdown.

4. If the work has already started, select a status from the Pending ▼ dropdown. This is optional.
5. Set the Estimate Date and the optional Expiration date.
6. Enter the products and services you plan to sell.
7. Enter any other info you need.
8. When you're ready, select Save.
Create and send Sales Receipts in Quickbooks Online
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Create and send sales receipts in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/sales-receipts/create-and-send-a-sales-receipt/00/385530

1. Select + New.

2. Select Sales receipt.

3. Select the customer from the Customer dropdown. Note: If you haven't set them up in QuickBooks yet, select Add a new cu
4. Enter the sales info, such as the payment method.
5. Enter line items for the products and services you sold.
6. When you're done, select Save and send to email the receipt.
Refund for goods or services that didn’t satisfy the customer
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Record a customer refund in QuickBooks Online

https://quickbooks.intuit.com/learn-support/en-us/help-article/customer-refunds-credits/record-customer-refund-quickbook

1. Select + New.

2. Select Refund receipt or Give refund.

3. Select the Customer ▼ dropdown, then select the customer you want to refund.
4. Select the Refund From ▼ dropdown, then select the bank you deposited the payment for the invoice to.
5. Add all products or services the customer returned in the Product/Service column.
6. Make sure to fill the date, quantity, rate, amount, tax, and other fields accordingly, then select Save and close.
Create and Apply credit Memo's in Quickbooks Online
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Create and apply credit memos or delayed credits in Qui

https://quickbooks.intuit.com/learn-support/en-us/help-article/customer-refunds-credits/create-apply-credit-memos-delayed

Turn on the credit memo auto-apply feature

1. Go to Settings ⚙ and select Account and settings.

2. Select Advanced tab.

3. Select Edit ✎ in the Automation section.

4. Select Automatically apply credits.

5. Select Save, then Done.

Create a credit memo

1. Select + New.
2. Select Credit memo.

3. In the Customer dropdown, select the customer's name.

4. Enter the credit memo details, such as the date and the amount. Tip: You can create a custom credit service item so you can
5. When you're done, select Save and close.
Record Invoice payments in Quickbooks Online
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Record invoice payments in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/manage-invoices/record-invoice-payments-in-quickbooks-online/00/3829

1. Select + New.

2. Select Receive payment.

3. From the Customer dropdown, select the name of the customer.

4. From the Payment method dropdown, select the payment method.
5. From the Deposit to dropdown, select the account you put the payment into. Tip: You can put the money directly into an ac
6. In the Outstanding Transactions section, select the checkbox for the invoice you're recording the payment for.
7. Enter the Reference no. and Memo if needed. This is optional.
8. When you're done, select Save and close.
Record an Expense in Quickbooks Online
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Enter and manage expenses in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/run-reports/enter-edit-or-delete-expenses-in-quickbooks-online/00/3815

Record an expense

1. Select + New.

2. Then select Expense.

3. In the Payee field, select the supplier. Tip: If the transaction covers multiple petty cash expenses, leave this field empty.
4. In the Payment account field, select the account you used to pay for the expense.
5. In the Payment date field, enter the date for the expense.
6. In the Payment method field, select how you paid for the expense.
7. If you want detailed tracking, enter a Ref no. This is optional.
8. In the Category details section, enter the expense info. In the Category dropdown, select the expense account you use to tr
9. Enter the Amount and Tax.
10. If you plan to bill a customer for the expense, select the Billable checkbox and enter their name in the Customer field. Lear
11. When you're done, select Save and close.
mise the expense.
Record a Check in Quickbooks Online
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Create and record cheques in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/write-cheques/how-to-write-cheques/00/381506

1. Select + New.

2. Select Cheque.

3. Choose the Payee from the dropdown ▼.

4. From the Bank account dropdown ▼, select the account the cheque withdraws money from.
5. Complete the cheque fields you need.
6. Select the Print option.
7. Select Save and close to close the cheque window. Or Save and new if you need to create another cheque. Note: If you choo

Note: If you make a mistake, here’s how to void a cheque you already created.
Enter Bill in Quickbooks Online
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Enter bills and record bill payments in QuickBooks Onlin

https://quickbooks.intuit.com/learn-support/en-us/help-article/pay-bills/enter-bills-record-bill-payments-quickbooks-online/L

1. Select + New.

2. Select Bill.

3. From the Vendor ▼ dropdown, select a vendor.

4. From the Terms ▼ dropdown, select the bill's terms. This is when your vendor expects to be paid.
5. Enter the Bill date, Due date, and Bill no. as they're recorded on the bill.
6. Enter the bill details in the Category details section. From the Category dropdown, select the expense account you use to tr
7. Enter the Amount and tax.
8. If you plan to bill a customer for the expense, select the Billable checkbox and enter their name in the Customer field. Learn
9. When you're done, select Save and close.
emize the bill.
Create and Send Purchase orders in Quickbooks Online
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Create and send purchase orders in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/purchase-orders/create-purchase-orders-in-quickbooks-online/00/38553

Note: Purchase orders are only available in QuickBooks Online Plus.

Turn on the Purchase Order feature

1. Go to Settings ⚙ and select Account and settings.

2. Select the Expenses tab.

3. In the Purchase orders section, select the edit ✎ icon.

4. Turn on the Use purchase orders options.
5. If you want, enter up to three custom fields and a default message for suppliers. These are optional.
6. Select Save and then Done.
Create and Send a purchase order

1. Select + New.

2. Select Purchase order.

3. From the Supplier ▼ dropdown, select the supplier.
4. Review the Mailing address.
5. If you are shipping the products directly to a customer, select the Ship to ▼ dropdown and then Ship via. Check the Shippin
6. Enter the Purchase Order date.
7. Select Settings ⚙ on the Purchase Order form, then on the Choose what you use panel, select the link to add your own cust

8. In the Item details section, enter the products you want to purchase. Note: You can only add products or services you mark
9. When you're done, select Save and close. Or if you're ready to send it, select Save and send ▼dropdown.
Enter a Vendor Credit
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Enter a refund from a vendor

https://quickbooks.intuit.com/learn-support/en-us/help-article/vendor-credits/enter-refund-vendor/L2y1KARni_US_en_US

1. Select + New.

2. Select Vendor credit or Receive vendor credit.

3. In the Vendor dropdown, select your vendor.

4. Depending on how you record purchases with this vendor, enter the Category details or Item details. Usually, this is the cate
5. Select Save and close.
Print a Check in Quickbooks Online
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Print a check in QuickBooks Online

https://quickbooks.intuit.com/learn-support/en-us/help-article/print-file/print-check-quickbooks-online/L0z74QkU3_US_en_U

Print checks from the print queue

Note: If you need to change the type of check you’re printing (standard or voucher), open the print setup and change your che

1. Select + New.

2. Select Print checks.

3. Load your checks into the printer. Tip: you can do a test print on plain paper first to check the alignment so you don’t waste
4. Select the checking account that you created the check from the drop-down ▼.
5. In the Starting check no. field, enter the check number of the first check in the printer.
6. Select the checkbox next to each check you want to print.
7. Select Preview and print.

8. If everything is correct, select Print.

9. If your checks print correctly, select Done.
If your checks don’t print correctly, select the some checks need reprinting option or the option to keep checks in the Print ch
Combine transactions in QuickBooks with a bank deposit
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Record and make bank deposits in QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/bank-deposits/record-and-make-bank-deposits-in-quickbooks-online/00/

Combine Transactions in QuickBooks with a bank deposit

1. Select + New.

2. Select Bank Deposit.

3. From the Account ▼ dropdown, choose the account you want to put the money into.
4. Select the checkbox for each transaction you want to combine.
5. Make sure the total of the selected transactions matches your deposit slip. Use your deposit slip as a reference.
6. Select Save and new or Save and close.
Enter Billable Expense
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Enter billable expenses

https://quickbooks.intuit.com/learn-support/en-us/help-article/manage-customers/enter-billable-expenses/L37dCZU5O_US_

How to record billable expenses in QuickBooks Online Plus and Advanced.

Turn on Billable Expense

1. Go to Settings ⚙, then select Account and settings.

2. Go to the Expenses tab.

3. From the Bills and expenses section, select Edit ✎.

4. Turn on the following:
Show Items table on expense and purchase forms
Track expenses and items by customer.
 Make expenses and items billable.
5. (Optional) Set up the following:
Markup rate
Billable expense tracking
Sales tax charge
6. Bill payment terms
7. Select Save.
Enter Billable Expense

1. Select + New.

2. Select the transaction (Bill, Expense, or Check) you want to create.

3. Select the payee.

4. In the Category column, select the expense account for transaction.
5. Enter the description and amount of the expense, then select the Billable checkbox.
6. In the Customer column, select the customer you want to bill for this expense.
7. (Optional) Enter or make sure the markup % is correct, then select the Tax checkbox or choose a tax agency if you want to c
8. Select Save and close.
Connect bank or credit card accounts to QuickBooks Online
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Connect bank and credit card accounts to QuickBooks O

https://quickbooks.intuit.com/learn-support/global/banking/connect-bank-and-credit-card-accounts-to-quickbooks-online/00

1. Go to Banking.

2. Select Connect account on the landing page if this is your first time connecting. Or select Link account if you've already crea
3. Search for your bank. You can connect most banks, even small credit unions. Note: If you can’t find your bank but still wan
4. Select your bank and sign in using your bank by entering your banking username and password.
5. Follow the onscreen steps to connect. Your bank may require additional security checks. It may take a few minutes to conne
6. Select any accounts you want to connect like your savings, checking, or credit card. Then choose the matching account type
7. Select how far back you want to download transactions. Some banks let you download the last 90 days of transactions. Oth
8. Select Connect.
Manually upload transactions into QuickBooks Online
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Manually upload transactions into QuickBooks Online

https://quickbooks.intuit.com/learn-support/global/import-transactions/manually-upload-transactions-into-quickbooks-onlin

Tip: Your bank may offer a few file formats. If possible, pick the QuickBooks Online data (QBO) format. These are for
Keep in mind, the maximum file size is 350 KB. If the file is too big, shorten the date range and download transaction

Manually Upload the Transactions

FOR ACCOUNTS CONNECTED TO ONLINE BANKING

1. In QuickBooks Online, go to Banking and select Banking.

2. Select the blue tile for the account you want to upload the transactions into.
3. Select the Link account ▼ dropdown and then Upload from file.

4. Select Drag or drop or select files and then select the file you downloaded from your bank. Then select Continue.
5. In the QuickBooks account ▼ dropdown, select the account you want to upload the transactions into. Then select Continue
6. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Continue.
7. Select the transactions you would like to import. Then select Continue.

8. Select Yes.
9. When you accept your transactions, select Done.

FOR ACCOUNTS NOT CONNECTED TO ONLINE BANKING

1. In QuickBooks Online, go to Banking.

2. Select Upload transactions.
3. Select Drag and drop or select files and then select the file you downloaded from your bank. Then select Continue.
4. In the QuickBooks account ▼ dropdown, select the account you want to upload the transactions into. Then select Continue
If you're new to QuickBooks, you may not have an account to upload the transactions into. If you don't see one, select  Add Ne

5. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Continue.
6. Select the transactions you would like to import. Then select Continue.

7. Select Yes.
8. When you accept your transactions, select Done.
Update Bank Feed in QuickBokks Online
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Categorise and match online bank transactions in QuickB

https://quickbooks.intuit.com/learn-support/global/bank-transactions/match-and-categorise-bank-transactions-in-quickbook

For most banks, QuickBooks downloads the latest available transactions every night around 10 PM PT. Some may

1. Go to Banking and select Banking.

2. Select Update.
This updates all of your bank and credit card accounts.
Review downloaded transactions
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Categorise and match online bank transactions in QuickB

https://quickbooks.intuit.com/learn-support/global/bank-transactions/match-and-categorise-bank-transactions-in-quickbook

Review and categorise downloaded transactions

1. Go to Banking.

2. Select the tile for the account you want to review.

3. Select the For review tab to start your review.

QuickBooks sends downloaded transactions to the For review tab. Review them one-by-one.

Match with an existing transaction
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Categorise and match online bank transactions in QuickB

https://quickbooks.intuit.com/learn-support/global/bank-transactions/match-and-categorise-bank-transactions-in-quickbook

Match with an existing transaction

Match means QuickBooks matched the downloaded transaction with the one you already entered. This links them t

All you have to do is make sure the match is correct:

1. Find a downloaded transaction with the Match option in the Action column.

2. Note the Date, Description, Payee, and amount spent or received.

3. Select the downloaded transaction to expand the view.
4. Review the Matching records found in QuickBooks. This is the possible matching transaction you already entered in QuickBo

5. Select the link next to each match to get more details.

6. Make sure this is the correct match. In particular, review the Deposit to, Payment method, or Bank account fields on forms
7. If this is the correct match, close the open transaction.
8. Select Match.
QuickBooks now knows the downloaded transaction is the same one you already entered. It connects the two so th
Add a New Transaction
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Categorise and match online bank transactions in QuickB

https://quickbooks.intuit.com/learn-support/global/bank-transactions/match-and-categorise-bank-transactions-in-quickbook

Add means QuickBooks didn’t find an existing matching transaction. Instead, it started a brand new transaction for y

All you have to do is make sure there isn't a match and approve the work:

1. Find a downloaded transaction with the Add option in the Action column.
2. Select the transaction to expand the view.
3. Review the recommended Category. This is the account QuickBooks wants to categorise the transaction into. For example,
4. Change the supplier or customer as needed. Tip: If you think you already entered this transaction into QuickBooks, select th
5. Review and add any other information that may be mandatory or missing.
6. When everything looks good, select Add.

QuickBooks uses this info to create and add a new transaction to your accounts.

Note: QuickBooks sometimes categorises transactions into the Uncategorised Income or Uncategorised Expense acc

ut it in a different account.
Review matched or added transactions
Back to Home

Categorise and match online bank transactions in QuickB

https://quickbooks.intuit.com/learn-support/global/bank-transactions/match-and-categorise-bank-transactions-in-quickbook

After you match or add downloaded transactions, they're recorded into QuickBooks. You can review your work and

It's a good idea to quickly check this after your review:

1. Go to Banking.

2. Select the tile for the account you want to review.

3. Go to the Categorised or Reviewed tab.
4. Select the link in the Added or Matched column to review the transaction.

Tip: If you need to change or move a transaction to a different account, follow these steps to undo or unmatch it. M
Exclude Bank Feed Transactions
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Categorise and match online bank transactions in QuickB

https://quickbooks.intuit.com/learn-support/global/bank-transactions/match-and-categorise-bank-transactions-in-quickbook

Exclude personal or Duplicate transactions

Exclude personal or duplicate transactions to keep your accounts accurate:

1. Go to the For review tab.

2. Select the checkbox for each transaction you want to exclude.

3. Select Exclude.
Excluded transactions move to the Excluded tab. They won’t be added to QuickBooks or downloaded again.
How to turn on Multicurrency
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Turn on and use multicurrency

https://quickbooks.intuit.com/learn-support/global/chart-of-accounts/turn-on-and-use-multicurrency/00/381951#:~:text=Tur

Warning: Once you turn multicurrency on, your Home currency is set and cannot be changed.

1. Go to Settings ⚙.
2. Select Account and settings.

3. Select Advanced.

4. Select Edit ✎ in the Currency section and choose your Home Currency.
5. Select the Multicurrency checkbox and confirm that you understand that you can't undo this option.
6. Select Save and close.
Learn about Multicurrency in QuickBooks Online
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Learn about Multicurrency in QuickBooks Online

https://quickbooks.intuit.com/learn-support/en-us/help-article/multicurrency/learn-multicurrency-quickbooks-online/L5krkKQ
Multicurrency FAQs
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Multi-currency FAQ
https://quickbooks.intuit.com/learn-support/global/multicurrency/multi-currency-faq/00/390818
ATTN-9470
Back to Home

Customer locked out? Request reactivations directly from

https://intuitb2b.lightning.force.com/lightning/r/NewsMessage__c/a1y3j00000JgXurAAF/view
ATTN-8748
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Screenshots - Important Update!

https://intuitb2b.lightning.force.com/lightning/r/NewsMessage__c/a1y3j00000JpDZCAA3/view
ATTN-9184
Back to Home

RPS Holds
https://intuitb2b.lightning.force.com/lightning/r/NewsMessage__c/a1y3j00000K0MeSAAV/view

ATTN-9184 RPS Holds ( in Admin tool )

Account's status is on RPS Lockout. This means that the customer may be on the Restricted Export Party Screening list (RPS) by US Gov't. Howev
expectations with your customer that due to the Holidays, it may take a longer time.

What happens: Customer won't be able to login due to RPS hold, no need for further troubleshooting steps. Creating a new account won't be an op

What you can tell the customer: I apologize for keeping you waiting. I don't want to be the bearer of bad news, but as per checking with our backen
working on fixing the said issue as soon as possible. I already added your account on the priority list as one of the affected customers to make sur
there is an update.
ATTN-8485
Back to Home

UPDATED 6/28/21 - QBO Price Increase Increase Informa

https://intuitb2b.lightning.force.com/lightning/r/NewsMessage__c/a1y3j00000JroZfAAJ/view
QBO Helpful Articles
Back to Home

Learn about Usage Limits in QB Online

Export into QB Online or desktop from Core, Premium, or Elite
Move your QB Desktop file to QB Online
Contact QB Time Support
How do I delete everything in my QB and start over?
Move lists and balances from QB online to QB desktop
How do I add in a convenience fee for paying by credit card?
Set up a recurring sales receipt
Customise Invoices, estimates, and sales receipts in QB Online
Add and Manage Users in QB Online
User roles and access rights in QB online
Change the primary admin user in QB online
Request to be the Primary admin or contact (MMA claim)
Record a customer refund in QB online
Record invoice payments in QB Online
Enter bills and record bill payments in QB online
Multi-Currency FAQ
Create a journal entry in QB online
Reverse or delete a journal entry in QB online
Recover your account when you cant sign in (Phone and Email)
Categorize and match online bank transactions in QuickBooks Online
QuickBooks Online Advanced Smart Reporting powered by Fathom
Import multiple invoices at once
Manually upload transactions into Quickbooks Online
Recover your account when you cant sign in
Request a refund for your Quickbooks product
Learn how features and data move from QB Desktop to QB Online
What is Online Bill Pay?
Request sales tax exemption and refund
Update Billing, payment, and subscription info in QBO
Refund, Extension, Discount, and Source Code Change Concession Policy
Guidelines for all QuickBooks versions
Reports included in your Quickbooks Online
Contact QB Products and Services Support
Help with SMART Reporting powered by Fathom
Run reports in Quickbooks Online
Customize reports in QuickBooks Online
Common Custom reports in QuickBooks Online
Comparison between bill.com app and Online Bill Pay
I would like to delete my account and all info attached
https://quickbooks.intuit.com/learn-support/en-us/manage-intuit-subscriptions/what-are-usage-limits-in-quickbooks-online/0
https://quickbooks.intuit.com/learn-support/en-us/employees-and-payroll/export-into-quickbooks-online-or-desktop-from-co
https://quickbooks.intuit.com/learn-support/en-us/update-products/move-your-quickbooks-desktop-file-to-quickbooks-onlin
https://quickbooks.intuit.com/learn-support/en-us/configure-products/contact-quickbooks-time-support/00/380792
https://quickbooks.intuit.com/learn-support/en-us/account-management/how-do-i-delete-everything-in-my-quickbooks-and
https://quickbooks.intuit.com/learn-support/en-us/accounting-topics/move-lists-and-balances-from-quickbooks-online-to-qu
https://quickbooks.intuit.com/learn-support/en-us/reports-and-accounting/how-do-i-add-in-a-convenience-fee-for-paying-by
https://quickbooks.intuit.com/learn-support/global/sales-receipts/set-up-a-recurring-sales-receipt/00/427634
https://quickbooks.intuit.com/learn-support/global/customise-forms/customise-invoices-estimates-and-sales-receipts-in-quic
https://quickbooks.intuit.com/learn-support/global/manage-users/add-delete-or-change-user-access/01/381545
https://quickbooks.intuit.com/learn-support/global/manage-access/user-types-in-quickbooks-online/00/381463
https://quickbooks.intuit.com/learn-support/global/transfer-master-administrator/change-your-quickbooks-online-master-ad
https://quickbooks.intuit.com/learn-support/global/intuit-account/request-to-be-the-master-admin-or-primary-contact/00/6
https://quickbooks.intuit.com/learn-support/global/customer-refunds-and-credits/record-a-customer-refund/00/381914
https://quickbooks.intuit.com/learn-support/global/manage-invoices/record-invoice-payments-in-quickbooks-online/00/3829
https://quickbooks.intuit.com/learn-support/global/pay-bills/enter-and-pay-bills/00/382327
https://quickbooks.intuit.com/learn-support/global/multicurrency/multi-currency-faq/01/390818
https://quickbooks.intuit.com/learn-support/global/accounting/create-a-journal-entry-in-quickbooks-online/01/381571
https://quickbooks.intuit.com/learn-support/global/journal-entries/reverse-or-delete-a-journal-entry/00/381480
https://quickbooks.intuit.com/learn-support/en-us/accounting/recover-your-account-when-you-can-t-sign-in/00/601370
https://quickbooks.intuit.com/learn-support/en-us/bank-feeds/match-and-categorize-bank-transactions-in-quickbooks-online
https://quickbooks.intuit.com/learn-support/en-us/intuit-statement-writer/smart-reporting-powered-by-fathom-faqs/00/266
https://quickbooks.intuit.com/learn-support/en-us/manage-invoices/import-multiple-invoices-at-once/00/185742
https://quickbooks.intuit.com/learn-support/global/import-transactions/manually-upload-transactions-into-quickbooks-onlin
https://quickbooks.intuit.com/learn-support/en-us/help-article/intuit-account-settings/recover-account-sign/L367nlElJ_US_en
https://quickbooks.intuit.com/learn-support/global/intuit-refunds/request-a-refund-for-your-quickbooks-product/00/961321
https://quickbooks.intuit.com/learn-support/en-us/help-article/import-export-data-files/expect-switch-quickbooks-desktop-q
https://quickbooks.intuit.com/learn-support/en-us/help-article/pay-bills/online-bill-pay/L8p08lKIW_US_en_US
https://quickbooks.intuit.com/learn-support/en-us/help-article/payroll-processes/request-sales-tax-exemption-refund/L25Ri8
https://quickbooks.intuit.com/learn-support/global/intuit-account/update-your-billing-and-subscription-info/00/425322

https://help-content-sso.app.intuit.com/content/sbg/en-US/L3LdLjxgV_US_en_US
https://quickbooks.intuit.com/learn-support/en-us/help-article/purchase-orders/reports-included-quickbooks-online-subscrip
https://quickbooks.intuit.com/learn-support/en-us/help-article/account-management/contact-quickbooks-products-services-
https://quickbooks.intuit.com/learn-support/en-us/help-article/run-reports/help-smart-reporting-powered-fathom/L95rv70G
https://quickbooks.intuit.com/learn-support/en-us/help-article/report-management/run-reports-quickbooks-online/L7aILHhb
https://quickbooks.intuit.com/learn-support/en-us/help-article/customize-reports/customize-reports-quickbooks-online/L0gK
https://quickbooks.intuit.com/learn-support/en-us/help-article/report-management/common-custom-reports-quickbooks-on
https://quickbooks.intuit.com/learn-support/en-us/help-article/manage-users/comparison-bill-com-app-online-bill-pay/L0em
https://quickbooks.intuit.com/learn-support/en-us/account-management/i-would-like-to-delete-my-account-and-all-info-atta
Tools Link
Back to Home

Intuit Sbseg tools :

Salesforce :
CS server :
Cresta :
Slack :
IBOSS :
QBO Admin Tool :
OII :
Quickbase :
Amazon connect :
Sentinel :
Payments CSR :

QBASE Change Principal Info

Payhub :
Estart :
Zimbra :
VPN :
Pulse :
Workday :
directory.expertapps.a.intuit.com
https://intuitb2b.lightning.force.com/lightning/
https://cs.intuit.net/cs/default.jsp
https://intuit-customersuccess.cresta.com/next-gen/connect
https://intuit-care.slack.com/
https://appfabric.intuit.com/app/css-case-iboss-ui/main?page=search-merchant
https://qbtool.app.intuit.com/tools/home?tool=Home
https://accounts-csr-prd.intuit.com/?offering_id=Intuit.cto.iam.ius.csr
https://intuitcorp.quickbase.com/db/main?a=myqb
https://ccp-us.app.intuit.com/app/ccs/ccp
https://qbo.intuit.com/app/sbg-agenttools-bizops-ui/app
https://payments-csr.intuit.com/csr/serviceaccount 

https://intuitcorp.quickbase.com/db/bne4itam4?a=nwr

https://payhub-ess.concentrix.com/login?redirect=%2Fess
https://vpn-cdc3c.convergys.com/+CSCO+10756767633A2F2F7266676E65672E7062617072616765766B2E70627A++/wfm/tim
https://vpn-cdc3c.convergys.com/+CSCO+0075676763663A2F2F6D767A6F656E2E7062617072616765766B2E70627A++/mail#
vpn-cdc3.convergys.com/1591819309
https://pulseapiasia.concentrix.com/login?signin=210a7a9c33a850da799442c427cb8811
https://adfs.concentrix.com/adfs/ls/IDPInitiatedSignon.aspx?LoginToRP=http://www.workday.com/cnx
Templates
Back to Home

Cancel Payroll Core

Source Code Change

QBO Cancel Template

QBO Refund Template

Close Merchant Account

Phone Number Change

COID: FCR
 Product Type:
 Company name:
 Contact name:
 Contact email:
 Contact phone number:
 Reason for cancellation:
 Last tax quarter for Intuit to file:
 Does the customer want the current year W-2s?: Delete Tax Payment
 Does the customer want the tax filings marked as final (close FEIN with IRS)?:
 Why are you submitting this form?:
Transfer to this queue: US Payroll Tax OPS FSP Cancellations

SF SOURCE CODE CHANGE

 Location: Concentrix Cebu
 Company ID:
 Request Type: Change Source Code (SKU) billing migration
 Desired Source Code: obill
 Reason for the Source Code Change​: Migrate billing from Apple to Intuit OLP 10 Days
CANCEL TEMPLATE
1. Location (Site, ex: Frontier)
2. Company ID
3. Change to be made: Cancel Subscription
4. Next Billing Date in BED
5. Current Company Status in BED (Active/Cancelled/Suspended)
6. Subscription Type or Partner Status in BED (Android, Apple, Regular/NONE)
7. Customer's Information VerifiedUser Verification
 1. Login Name: Ops Escalation
 2. Email address:
 1. Company Address:
 Company Verification
 2. Phone Number:
 3. Company ID:
 4. EIN if listed:
 5. Company Name:
 Billing Verification
 1. Customer Name: New DD Trace Process
 2. Billing Address:
 3. Last 4 of CC and Expiration date:
SF REFUND
1. Location: Concentrix Cebu
2. Company ID :
3. Current Company Status in BED:
4. Total Amount to Refund:
5. Annual or Monthly Billing? EE / Contractor DD Block
6. Total Number of Orders:
7. List Order Numbers to be Refunded:
8. Reason for the Refund:
SF REFUND | Concession
A Product or Service: QBO
B Request Type: Refund
C Amount:
D Duration:1
E Justification: Customer cancelled the account same day as she was charged.
F Additional Refund Information: OBILL AML OFAC
Who are you speaking with?
 Did you verify all of the following listed below:
 The last four numbers of the Principal's SSN
 The Principal's full Date of Birth
 The last four numbers of the Tax ID on file.
 The last four numbers of the Bank Account on file.
 What troubleshooting steps did you use?
 Why are they closing the account?
Transfer to this queue: Payments ASM Queue

Phone Number Change Form

Case Notes:
-Spoke with
-verified DOB and SSN: Tax Notice Escalation
-Phone number change form to update bank account
-Cant receive code, phone number in MSC is incorrect

Notes:
MID:
Merchant can access the email on file (Email on Merchant account)

DD Lead Time
• Requestor's Name (Primary Contact or Any Authorized Person):
• Reason for Correction:
• COID or EIN:
• Case ID:
• Pay dates(s) to be corrected:
• EE/Contractor Name(s):
• Amount:
• What needs to be done or Customer's Goal:
• Requestor's Name (Primary Contact or Any Authorized Person):
• Reason for Correction: (Possible NSF/ER will still run payroll for the current quarter)
• COID or EIN:
• Case ID:
• Tax Type:
• Payment Date:
• Tax Period:
• Amount:
• What needs to be done or Customer's Goal:
• Requestor's Name (Primary Contact or Any Authorized Person):
• Reason for Correction:
• COID or EIN:
• Case ID:
• Pay dates(s) to be corrected:
• EE/Contractor Name(s):
• Amount:
• What needs to be done or Customer's Goal:
• File Name:
INCLUDE this template AFTER your STAR notes:

• State:
• Period/Quarter/Year:
• Amount:
• Issue:
• Error:
Subject: Make sure to include state jurisdiction (FD for Federal, CA for California)
**Escalate after to US Payroll Tax OPS Payments and Filings

o   Company Name
o   Company ID
o   Employee Name
o   Check Approval Date
o   Check Settlement Date
o   Net Amount
Change case status to Escalated and escalate the case to US Online DD Trace. 

TAT for AST folks to call customer is within an hour.

DO NOT forget to get a copy of a VOIDED CHECK or a bank letter stating their account number.
Please include this AFTER your STAR notes:

• Name of Payee with the direct deposit Reject

• Date of the direct deposit reject
• Return code for the direct deposit reject

Subject: Employee Bank Account Block or Contractor Bank Account Block

**Escalate this to PAYROLL RISK MANAGEMENT queue.

Create a case on the account with the AML Hold on it.

If this is escalated from an account other than the one with the AML hold compliance will return
the case without review.
Include the file name of the attached document so it can be easily located and reviewed.

Subject: AML OFAC - ID Uploaded

Under Case Information:
Origin: Payroll
Type: Payroll DD Compliance (Non Tax Related)
Area: AML OFAC Inquiries
SubArea: n/a

**Escalate this to Payroll DD Compliance queue.

Create a case on the CORRECT account. Make sure to ATTACH the TAX NOTICE and INCLUDE these on your notes:

• What tax agency is the notice from?

• Does the Tax ID on the notice match what was entered in the payroll account?
• What is the notice number (IRS only)?
• What is the form or form type on the notice?
• What is the tax period affected?
• What is the title or header of the notice?
• Does your notice include any penalty or interest charges?
• Has the customer contacted the agency? If Yes, what were their findings?
• Was the payment and/or filing sent electronically?
• Was the payment and/or filing remitted timely based on the deposit schedule?

**Escalate after to US Payroll Tax OPS DIY Tax Notice.

The Subject line must be 'Review DD Lead Time'

Include the following information in the Case Description:
• Date the funding model changed ( This can be located in Return record within the Intuit Payroll and Payment QuickBase)
• Was the customers funding model changed due to NSF? Y/N

Under Case Information:

Offering: Payroll
Type: Payroll Risk
Area: Direct Deposit Service Issue
SubArea: 5-day to 2-day Request
Case Status: Open

**Escalate this to PAYROLL RISK MANAGEMENT queue.

Note: Risk Management evaluates these requests on case by case basis and the turnaround time
for this request is 2-3 business days.
QBO Price Increase Information and FAQ's
Back to Home

QBO price increase information and FAQ's

ATTN-8485

QBO Pricing Changes:

Self-Employed $15 - no change
Simple Start $25 - no change
Essentials $40 to $50 
Plus $70 to $80 
Advanced $150 to $180 

Price Increase table :

Price increase Spiels
Back to Home

Reminder: Allow the customer the opportunity to vent.  Stay engaged in active listening and avoid interrupting, a
are certain they are done talking.  

Customer: This is too expensive! You are charging me more for the exact same thing! Why are you raising my pric

We always strive to deliver the best solutions at an affordable price. The price adjustments allow us to invest accordingly base
more reliable and efficient software for your business, that will let our customers do more in less time.

Customer: What more do I get for that price?

We have introduced various features enhancements over the past years and appreciate customers like you who continue to p
pay, transaction tagging, Redesigned mobile app to help get work done faster on the go and several other features to help you

For additional information about our current enhancement and innovations, feel free to visit our site at https://quickbooks.int

Customer: This is ridiculous and unfair; you've doubled my costs. Why?

We understand that you are not ready for the price increase right now and that this is a huge factor affecting your business. W
please check this link for additional information about our current enhancement and innovations : https://quickbooks.intuit.co
increases/

I also recommend to bookmark our Quickbooks Innovation Blog page because it’s a great source for you to get updates and w

Customer: Your decision to increase your price is unethical.

We certainly did not take this decision lightly and recognize the impact it has on our customers. For us to continue to offer the
of support, we had to make this change. Please know that we made every effort to keep this increase to a minimum.

For customers who wants to file complaint about the price increase:

I will be sure to pass on what you have told me Mr. Smith . You may also click on the link below to supply our engineering
your experience in Quickbooks Online:

http://feedback.qbo.intuit.com/forums/168199-quickbooks-online-feature-requests  and https://quickbooks.intuit.com/co
We always value customers who are keen to give us their feedback.

For customers insisting to retain their old pricing even after you have offered the discount. (You have to tell the cu

I’m really sorry Mr. customer, as of this time the pricing that you’re requesting is current not available and we have no immed
I’m really sorry Mr. customer, as of this time the pricing that you’re requesting is current not available and we have no immed

We made some enhancements that goes along with our new pricing and have exciting new features planned, should we have

Customer: Why now – when we have just been through a tough year with COVID-19?

We understand this year has been difficult and price increase is something that you are not ready. We are adjusting QBO price
continue to invest in the product. Our goal is to continue innovating Quickbooks Online offerings to make it easier for you to m
competitive.

Customer: I do not understand why you have to increase your prices.

Just like any other business, we have to constantly evaluate what it costs to deliver a top-tier product and to support that prod
price change into consideration, QuickBooks Online remains the most competitively priced cloud accounting solution in the m

Customer: If you can't give a better price, I'll cancel QBO!

Suggested Spiel (only when customer threatens to cancel):

Our goal is to help our customers in managing their accounts and in order to lessen the impact of this price increase to your b
transition you to the new price. This will give you a lower price for <X> months. After the discount expires, your subscription w

For customers not accepting the discount offer and threatening closure/move to different provider

I don't want to force you into something but I also don't want you to miss out with the enhancements that we’ve work hard to
to make a decision *Mr. Smith*. I suggest to grab the discount that we are offering. Use this time to assess Quickbooks Online

Knowing that you’ll come up with something that’s right for your business. If you think closing the account/moving to a diff
your business to succeed and supports you. I just would recommend you have that other provider in place before cl

Closing conversations with challenging customers

Excellent! I’m glad we were able to get that sorted out for you. Before you go, was there anything else I could assist you with t

C:\Users\
randolfh.cayanong\
OneDrive\Price
Increase Spiels
updated.docx
 C:\Users\
randolfh.cayanong\
OneDrive\Price
Increase Spiels
Double click the icon to check the Word Document for Price increase Spiels
updated.docx
 g and avoid interrupting, attempting to talk over the customer or offering commentary until you

Why are you raising my price?

w us to invest accordingly based on the evolving needs in the industry to ensure QuickBooks products are
s time.

ers like you who continue to provide insights which helped us put together our latest updates like Online bill
eral other features to help you save time, get organized and run your business from anywhere.

site at https://quickbooks.intuit.com/blog/whats-new/

tor affecting your business. We never stop innovating and these enhancements aim to better help you,
s : https://quickbooks.intuit.com/blog/whats-new/what-you-need-to-know-about-quickbooks-online-price-

for you to get updates and what’s new in Quickbooks.

For us to continue to offer the products and service and to maintain the level of quality as well as the level
rease to a minimum.

w to supply our engineering team with your suggestions on how we can improve our services and

//quickbooks.intuit.com/commerce/common/fragments/feedback.jsp

unt. (You have to tell the customer No)

ilable and we have no immediate plans to implement it. I understand that this wasn’t ideal.
 ilable and we have no immediate plans to implement it. I understand that this wasn’t ideal.

ures planned, should we have discounts or promotions, we’ll make sure you are the first to know."

y. We are adjusting QBO prices for the first time since 2019 for us to align with the market and so we can
to make it easier for you to manage your business and get your accounting done while keeping the pricing

oduct and to support that product to the level that customers, like you, have come to expect. Taking this
d accounting solution in the market.

f this price increase to your business, I can provide you with a discount for a period of time to slowly
nt expires, your subscription will then be moved to the new price.

ent provider

ments that we’ve work hard to put together that goes along with this price increase. Please take your time
e to assess Quickbooks Online, your business and as well a time for you to plan your next move.

he account/moving to a different provider is ultimately what you feel you need to do, then we want
r provider in place before closing these accounts

g else I could assist you with today? I’m happy to help.

Ideal Call Flow Spiels
Back to Home

OPENING SPIEL

ACCOUNTABILITY, ASSURANCE, EMPATHY, SETTING OF

EXPECTATIONS

VCI

PROBING QUESTIONS

Troubleshooting
 Troubleshooting

CORRECTIONS / WAIT TIME

TEST RESOLUTION

IR SPIEL

ASK IF CUSTOMER STILL HAVE ANY OTHER CONCERNS

CELEBRATION

RECAP EMAIL
RECAP EMAIL

SURVEY SPIEL

CLOSING SPIEL
Hi! Thank you for messaging Intuit Quickbooks Online. My name is _______ <agent name>. I hope you are doing well today. I'll be happy to

or

Hi! Thank you for messaging Intuit Quickbooks Online. My name is _______ <agent name>. I'll be happy to assist you with ________ <cust
By the way, how are you today?

I know that this is very important to you, let me ask you a few questions to better understand the issue and provide you the best solution

Don’t worry I got you covered, I will need to clarify a few things so I can give you the best recommendation and get you back to business a

I can see that you have waited on the line today to get me, Iet’s get started so we can get you back to business in no time.

I apologize for the frustration this may have caused you, let me work with you in getting this resolved as quickly as possible.
Thank you for the information. Let me check on your account.

For verification purposes, can I have the company name and the phone number associated on the account please?

While I take a look at our question today, can I have the company name and the phone number associated on the account please?

Not Authorized User:

I am seeing here that your name is not listed as an Authorized User. I will be able to provide general information but may not be able to prov
yourself as an Authorized User for us to be able to support you with all your payroll concerns.
Generic
Can you provide me with the exact error message or a screenshot?
Can you tell me the steps you have done so far?
What is the browser that you are using right now?
Have you tried to log out and log back in?
Is the issue also happening to other computer or device?
Is this the first time you are trying to do this?
Option 1
Please follow these steps in order to _______:
*Go to the __________.
*Select _________.
*Select the ______.
*Select _____.

Option 2
Let's get you back to business. Are you ready for the next steps?

Please go to this article: <insert link>

This article will show us the steps needed in order to fix <insert customer's issue>.
Setting proper expectation for possible chat disconnection due to TS
<customer name>, we need to restart your computer and the Messaging Session might get disconnected but no need to worry, the session
email that contains the messaging link that will be sent to you. Kindly click the link to continue the session. If the link won't work, please re
my case number in reference to this interaction: <case number>
GLANCE/SMART LOOK:
Would it be fine if we do a remote session so I can assist you better through the entire process?

Before we begin, please close any confidential or sensitive information that you might have opened in your screen.
Before we begin, please close any confidential or sensitive information that you might have opened in your screen.
I want you to know that whenever you feel uncomfortable you can disconnect by clicking on the X icon.
Please stay in front of your computer so that we can work together and so you are able to keep track of everything that we are doing.
I will now be ending the remote session so you can have your privacy back.

This is going to take me a moment to look through, please bear with me, and let me know if you have any questions.

Give me just a few minutes while I reach out to the team who handles that.

I am still here, don’t worry, just taking a look here.

I know this is taking a bit to find, but I am still here for you.
Please try to log out and log back in and let me know if the error message is gone.

Can you pull up again the tax form and see if the amounts are now correct?

Please try to run payroll and see if you can create checks successfully now.
Have I resolved your issue today?
Apart from this, is there anything else that I can further assist you today?

Is there anything other than what we discussed today that you would like to share so that I can make sure it is addressed?

While you have me, is there anything else that I can help you with today?
Great job! We are able to resolve it by working together.

Perfect! We are a great team!

Alright! I'm glad that I was able to help you with your concern.

You will receive an email with the article used to solve your issue.

You will receive an email containing the reference articles used to solve your issue.

I’m sending you a follow up email now with everything we accomplished together for future reference.
An email will be sent in reference to our interaction.

***NOTE: make sure to send articles.

You will receive a survey in your email based on our interaction today.

You will receive a survey about your time with me today.

Thank you for messaging Intuit Quickbooks Online. Have a good day!
Case Documentation guidelines
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SBSEG Case Documentation Guidelines

QB Subscription and Features
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QBO Rates and Features

https://quickbooks.intuit.com/pricing/
Advance and Live Bookkeeping Spiels and Templates
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Advance Spiels :

Repeated Callers :

New to QBO :

Tech Soup Spiel :

QB Live Bookkeeping Spiel :

Advance template :

QB live Bookkeeping Template :

Awesome Thank you. Let me pull up your account and check on your concern.
By the way while checking here, Would you like to have a personal agent that you can call anytime with out waiting on the line.
Don’t worry, After resolving your issue, I can get a consultant to give you more details about this feature and its benefits.
Can I have your best call back # and best callback time?

While waiting, We have a feature in QBO ADV known as Priority Circle/ Direct Line support wherein you will be personally assigned a support
and there's no need for you to wait for too long to get a representative because there will be a direct line phone number that will be given to yo
Let me then ask for a good call back number from you so that I can have our consultant call you back within 10 mins after we resolve your iss

I see that you are new to Quickbooks Online, We offer real world training for customers who would like to learn and know more about Quickbo
We can provide you access to a three module web based training which starts with the beginner, intermediate and expert stage and it talks ab
This training will help you get better understanding and a deeper view on how the software works. That means it will enhance your knowledge
Just let me know your best callback number and time so I can have our consultant give you more the details.

"By the way it seems like your account is under non profit. 
 You can actually take advantage of our 24/7 direct support where you can conveniently call and talk to a live representative whenever you ha
 You can get it for FREE. I can have our consultant call you so they can discuss how you can get these benefit. 
Can I have your best call back number?"

While waiting, do you mind me asking if you have a licensed bookkeeper who works for your accounting and bookkeeping?
I would like to introduce you our new service wherein you can save your time, money and effort. 
It is what we called QB Live Bookkeeping Service that can help you manage your monthly reconciliation on a monthly basis and categorize th
No worries because right after resolving your concern for today, I can get a consultant that will give you the discussion about the feature and i
Can I have your best call back number?

Case:
COID:
Biz name:
Name:
Phone:
Email:
Best call back time:
Trigger:
Conversation ID:

1. CASE #:
2. COID:
3. NAME :
4. PHONE #: 
5. EMAIL: 
6. CALLBACK TIME : Now
7. Convo ID : 
8. TRIGGER: Interested in Live Bookkeeping
Messaging Spiels
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Opening Spiel :

Verification :

COID :

GLANCE :

Hold :

Resolution :

TNPS :

Unresponsive :

CLOSING :

Survey Spiel :

Call Me Back :
ACH Fee Increase :
Hi! Thank you for messaging Intuit QuickBooks Online support.
This is (Agents Name), your specialist for today.
You mentioned you need help with ...

Can I have your Company ID and Business Name please?

Click the Gear Icon on the upper right part of your page.
Then click Account and Settings.
On the Left hand side, click Billing and Subscription.
You will then see the Company ID.

Kindly go to glance.intuit.com
It will generate a 5 digit code. Let me know If you have the code.
By the way, I just want to let you know that I am not able to make any changes in your account. I can only guide you through a cursor.
If you have any sensitive information, you can minimize or close it out for now. And If you feel uncomfortable of doing the Screen Sharing, you
Thank you.

Feel free to continue working while I look into your concern and find resolution. I'll get back to you after a few minutes.
In case we get disconnected, we can re-establish our session or backtrack your old conversations with experts by selecting Help > Contact U

Have I resolved/answered your issue/question today?

How was your overall experience with intuit so far?

I haven't received a response from you. I will be staying on the line for the next minutes to give you enough time to respond.
It appears that you have been away from your computer for an extended period of time. To assist another customer who has been waiting, I w
I apologize for any inconvenience. If you have any further queries, please do not hesitate to contact us by chat.

Great! It has been my pleasure working with you. Please know that we are here to help.
You will receive a recap email with the article used to solve your issue. Also, you will receive a survey about your time with me today.
If you still need more assistance, please feel free to message us again by selecting Help > Contact Us > Start Message, where you can also r
Thank you for reaching Intuit QuickBooks Online. Have a great day! Stay Safe.

Splendid! I am really glad I was able to help.

An email survey will be sent to you after this call/chat.

Call Me Back Option

1. At the upper right click on (?) beside the gear icon. 

2. Click Contact Us link (bottom) 
3. Enter “Call Me” on the description box 
4. Select (Have us call you) 
5. Enter your information 
6. Click (Confirm Call)

As part of the Intuit Payments Team, there's nothing that keeps me up at night more than thinking about how we can deliver more value to yo
As we continue grow as a Company, we would want to make sure that we can provide the best service to our clients. We conducted somewh
But one of the most important lessons we've learned over the years in this Industry is that what we think is best for the service doesn't really m
Allow me to do a quick review on the account so we can check if there are any other ways for us to help you on this issue (check if customer q
Please know that this is only for ACH payment transactions, no changes are made to credit or debit card payments. You will continue to have
ank deposit speed. We looked for ways for us to be able to cater this concern. This will also make us competitive with what other companies offer.
oing this update on our system. Doing this update cost us money to do the integration and as you know money movement processes involves processing fe
r companies offer.
sses involves processing fees. We don't want our customer to bear the burden of this that is why we did find a way that it will only be a (1) percentage of th
ly be a (1) percentage of the payment transaction and it will be a maximum of $10.
Sample DDM Spiel for Requesting refund online, Tech Issues, and Non-Usage
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Sample DDM Spiel for Requesting refund Online, Tech Issues, and Non-Usag
*** My apologies but the system wont let me process refund for non usage / tech issues / you requested.
But rest assured I can provide you another option on how to request for the refund, but I will need your help on processing it.
I can provide you the steps and a community article on how to be able to request for refund on your QB online account. 
The good thing about processing it online is, you will be provided with a reference number that you can use to be able to track
But I also would want to set your expectation that this refund we will be requesting online will still be subject for review and ap
Once  they already have an update they will notify you thru email. ***
VOC Calculator
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INSTRUCTION: Enter the your number of surveys, No

I currently have survey counts,

Blank IR Surveys

Blank TNPS Surveys

Blank Care Surveys

Enter your IR and Promoter goals an

INSTRUCTION: the green fields to be able to check y

My IR goal is ns, I need to have

90.00%

My Care goal is ns, I need to have

50.00%

My Detractor goal is This means, I need to have

5%

My TNPS goal is This means, I need to have

75.00%
ENTER VALUES ON
 your number of surveys, Nos, Passives and Detractors on the green fields to be able to check

NOs in IR,cores are in IR.

0 #DIV/0!

Care Passives, and in Care. TNPS

0 #DIV/0!
prom
neut
Care Detractors. det
0
blank

Tnps passive and in TNPS

0 #DIV/0!
CARES
prom
Tnps detractor neut
1
det
blank
ur IR and Promoter goals and assumed additional number of Nos, Passives and Detractors on
n fields to be able to check your needed additional survey counts.

ns, I need to have

more survey counts assuming I'll get additional NOs .
0 0

ns, I need to have

more survey counts assuming I'll get additional Passives
0 0

and additional Detractors.

0

means, I need more

to have
survey counts assuming I'll get and additional Detractors
0

means, I need more

to have
survey counts assuming I'll get and additional TNPS passive
8 0

and additional TNPS detractor

0
UES ON GREEN BOXES ONLY.
sfdc

0
0

sfdc
0
0
0
0
0
Archive Links
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QUARTERLY
&formId=###&criteria=0&datePeriod=XX/X1/20XX-XX/3X/20XX
Form name ID
941 1787
TQ01C 51160
A-1 51244
UC-CR4 1690
ESD-ARK-209B 50714
A1-QRT 51268
UC-018 51083
DE 9 2215
DE 9C 2216
DE-6 (2010 & prior) 50568
UITR-1 WRKSHT 50925
UC-2/UC-5 WRKSHT 1370
CT-941 51255
UC-30 50023
UC-8/UC-8A 1795
UCT-6 51252
DOL-4 50744
G7-Q 1442
G7-M 1443
G-7SW 1445
UC-B6 764
65-5300 51205
TAX020 50515
UI-3/40 51265
IL-941 51232
UC-1/UC-5A 570
K-CNS 100 50935
UI-3 1215
LWC ES-4 (2011 & prior 51216
A-L1 1873
1700 HI (Q3 2009 & prior) 1681
Wage Detail 1730
WR-1 (Q3 2009 & prior) 50638
DLLR/OUI 15& 16 50920
941/C1-ME 1852
UIA-1017 51204
UIA-1020 51203
 UIA-1028 51203
Wage Detail 1694
Quarterly Return 1872
MODES-4-7 51071
UI 2/3 51126
UI-5 51236
NCUI 101 1120
SFN 41263/19622 51039
941-N 51041
UI 11T/UI 11W 51201
DES 200 668
WR-30 WKSHT 1692
NJ-927 WKSHT 50722
ES 903A 51257
WC-1 51224
RPT3795 50248
MTA-305 51043
NYS-45 51085
JFS 20127 1791
OES-3 50985
OQ WKSHT 1462
UC-2 51227
W-3 1761
TX-17 51259
UCE-120SC 1867
W/H Return (WH-1605 Q1-Q3; WH-1606 Q4) 51050
DOL-UID-21 51140
LB-0456/0851 WKSHT 50755
C-3 245
33H 51075
TC-941 1740
VEC FC-20-21 50362
VA-16 51103
C-101/C-147 50916
F212-055-000 WKSHT 1723
1723 WA EMS 5208 A&B WKSHT 50087
UCT-101 51111
WVUC-A-154 50518
IT-101Q 51206
WYO-056/WYO-078 50091
 ANNUAL
State &formId=###&criteria=0&datePeriod=20XX
Form name ID
940 1720
944 1728
FD
W-2 B, C & 2 52259
1040 Sch H (HH) 1845
AK
AL A-3 51152
AR AR3MAR 1850
AZ A1-R 51155
CA DE 7 (2010 & prior) 50523
CO DR 1093 51097
CT W3 51031
DC FR-900B 51035
DE W3 50028
FL
G-1003 50910
G-7Q 50361
GA
G7-M 1443
G-7SW 1445
HI HW-3 51018
IA VSP 1364
ID ID-967 1668
IL W-2 1669
IL-941 1789
IN WH-3 51146
KS KW-3 & KW-3E 1023
42A806 51121
KY
K-3 592
LA L-3 51096
MA M-3M & W2 1451
MD MW508 51082
ME W-3ME 51114
MI MI-165 51147
MN W-2 Transmittal 646
MO W-3 51163
MS MS 89-140 51157
MT MW-3 51170
NC NC-3 WKSHT & W2 483
ND ND-307 1710
941-N 51122
NE
W-3N 51151
NH
NJ W-3 1764
NM PRD-41072 50632
NV
NY
IT-3 51099
OH
IT-941 1746
OK
OR WR 51072
PA PA-1667 50968
RI W-3 51156
SC W-2 Transmittal 51077
SD
TN
TX
UT TC-941R 50907
VA VA-6 51101
VT WH-434 737
WA
WI WT-7 51153
WV IT-103 51180
WY
Taxability Table
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Pay Types
Allowance | Bereavement
Cash Tips | Paycheck Tips
Clergy Hsg (cash | in-kind)
Nontaxable Per Diem
Group-Term Life Ins > 50K
S-Corp Owners Hlth
Company HSA
PUCC

Deductions
Category: Taxable Insurance Premiums

Category: Pretax Insurance Premiums

Category: Retirement Plans

Category: Flexible Spending Accounts

Category: Other deductions

Category: HSA plans

Company Contributions
All our company contributions are alike
 Pay Types FIT SS
T T
T T
E E
E E
S T
T E
E E
S T

Deductions FIT SS

Medical | Vision | Dental Insurance T T

Medical | Vision | Dental Insurance E E

401K | Catchup D T
Simple 401K | Catchup D T
403B | Catchup D T
SAR SEP | Catchup D T
Simple IRA | Catchup D T
After-tax Roth 401k T T
After-tax Roth 403b T T

Dependent Care FSA E E

Medical Expense FSA E E

Cash Advance Repayment | Loan Repayment | Other after tax deductions T T

Pretax HSA E E
Taxable HSA T T

FIT SS
alike E E

D = Deferred: Deduction tax exempt at time funds are withdrawn from wages and not taxed until the funds are taken from the
E = Exempt: Wages are exempt from tax and not included in tax calculation; deduction items are exempt from tax and reduce
S = Subject: Wages are taxable and reported as such on forms, but no additional tax is withheld on paycheck
T = Taxable: Wages or deduction items are fully taxed
 Med FUTA 941 Form 940 Form
T T Box 2, 5a, 5c regular wages
T T Box 2, 5b, 5c Box 3
E E Does not show up Does not show up
E E Does not show up Does not show up
T E Box 2, 5a, 5c Box 3, 4 and box 4b checked
E E Box 2 Box 3, 4 and box 4a checked
E E Does not show up Box 3, 4 and box 4a checked
T T Box 2, 5a, 5c box 3

Med FUTA 941 Form 940 Form

T T Does not show up Does not show up

E E Decreases box 2, 5a, 5c Box 4 and box 4a checked

T T Decreases box 2 Does not show up

T T Decreases box 2 Does not show up
T T Decreases box 2 Does not show up
T T Decreases box 2 Does not show up
T T Decreases box 2 Does not show up
T T Does not show up Does not show up
T T Does not show up Does not show up

E E Decreases box 2, 5a, 5c Box 4 and box 4d checked

E E Decreases box 2, 5a, 5c Box 4 and box 4a checked

T T Does not show up Does not show up

E E Decreases box 2, 5a, 5c Box 4 and box 4a checked

T T Does not show up Does not show up

Med FUTA 941 Form 940 Form

E E Does not show up Box 3, 4 and box 4c checked

until the funds are taken from the retirement plan

are exempt from tax and reduce taxable wages (decreasing tax withheld)
eld on paycheck
 W-2 Form
regular wages
Box 1, 5, 7
$ amount in box 14 with "CLERGY HSG"
$ amount in box 12 with code L
Box 1,3,5 and $ amount in box 12 with code C
Box 1 and $ amount in box 14 with "S CORP OWNER"
$ amount in box 12 with code W
Box 1,3,5 and $ amount in box 14 with "PUCC (CAR)"

W-2 Form

Does not show up

Decreases box 1, 3, 5

Decreases box 1, $ amount in box 12 with code D, Retirement Plan checked

Decreases box 1, $ amount in box 12 with code D, Retirement Plan checked
Decreases box 1, $ amount in box 12 with code E, Retirement Plan checked
Decreases box 1, $ amount in box 12 with code F, Retirement Plan checked
Decreases box 1, $ amount in box 12 with code S, Retirement Plan checked
$ amount in box 12 with code AA, Retirement Plan checked in box 13
$ amount in box 12 with code BB, Reitrement Plan checked in box 13

Decreases box 1, 3, 5, $ amount in box 10

Decreases box 1, 3, 5

Does not show up

Decreases box 1, 3, 5, $ amount in box 12 with code W

Does not show up

W-2 Form
Retirement Plan in box 13 checked