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QuickBooks Sync Errors for E-Check Payments

This article explains how to find retracted payment sync errors and retry failed syncs for moving jobs, storage accounts, and commercial projects.

Written by Michelle Carone

If an E-Check payment on a moving job, storage account, or commercial project is charged back or voided and fails to sync to QuickBooks, SmartMoving shows the issue as a retracted payment sync error. These errors can be reviewed and resolved directly from the QuickBooks Sync Errors page.

Where to Find Retracted Payment Sync Errors

To view QuickBooks sync errors:

  1. Go to Accounting.

  2. Click the QB Sync Errors tab.

Retracted payment errors appear in three groups on this page: Moving Retracted Payments, Storage Retracted Payments, and Commercial Retracted Payments.

Moving Retracted Payments

This error type applies to chargebacks on moving opportunities.

How to Resolve

  1. Locate the Moving Retracted Payments error.

  2. Click the job link to open the opportunity.

  3. Navigate to the Accounting tab.

  4. Review the negative (retracted) payment.

  5. Return to the Sync Errors page.

  6. Click Retry to requeue the sync.

Once successful, the sync status will update and the payment will appear in QuickBooks as a Journal Entry.

Storage Retracted Payments

This error type applies to chargebacks on storage account payments.

How to Resolve

  1. Locate the Storage Retracted Payments error.

  2. Click the storage account link.

  3. Review the retracted payment in the account’s payment records.

  4. Return to the Sync Errors page.

  5. Click Retry to requeue the sync.

After syncing, a View in QB button will appear if the sync is successful.

Commercial Retracted Payments

This error type applies to chargebacks on commercial project payments. Available to companies with Smart Pro.

How to Resolve

  1. Click Commercial Retracted Payments in the left list.

  2. Click the project number on the error to open the project.

  3. Click the Invoices & Payments tab.

  4. Review the payment with the Retracted status. Click the row to see the date, original amount, and details.

  5. Return to the QB Sync Errors tab.

  6. Click the three-dot menu on the error and select Retry.

Once successful, the error is removed and the retracted payment appears in QuickBooks as a Journal Entry.

Note: If the error reads Item deleted, the project or account was deleted and Retry is not available.

Common Causes of Retracted Payment Sync Errors

Retracted payment sync errors may occur if:

  • The Retracted Payment type is not mapped correctly

  • The mapped account is not of type Accounts Receivable

  • The QuickBooks connection was temporarily unavailable

  • Required integration fields are missing or misconfigured

Correcting these issues and retrying the sync usually resolves the error.

What Happens After a Successful Sync

  • The negative payment syncs to QuickBooks

  • A Journal Entry is created to reverse the original payment

  • Sync status updates normally

  • The error is removed from the Sync Errors page

No manual journal entries are required.

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