If an E-Check payment is charged back or voided and fails to sync to QuickBooks, SmartMoving surfaces 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:
Go to Settings.
Select Integrations.
Open QuickBooks Sync Errors.
Two retracted payment error types may appear on this page.
Moving Retracted Payments
This error type applies to chargebacks on moving opportunities.
How to Resolve
Locate the Moving Retracted Payments error.
Click the job link to open the opportunity.
Navigate to the Accounting tab.
Review the negative (retracted) payment.
Return to the Sync Errors page.
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
Locate the Storage Retracted Payments error.
Click the storage account link.
Review the retracted payment in the account’s payment records.
Return to the Sync Errors page.
Click Retry to requeue the sync.
After syncing, a View in QB button will appear if the sync is successful.
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.