Forum Discussion

cleanoptions's avatar
cleanoptions
Experienced User
3 months ago

Unauthorised Invoice Online Payments Selection

Hi

 

Just want to know why MYOB decided to choose how our business gets paid without notifying us ?

 

MYOB have automated our payment preferences to online - whereby someone incurs charges to MYOB ?

 

I didn't ask nor request for this feature to be automatically applied to my subscription ?

 

This feature certainly was not turned of by anyone in our company ?

 

More revenue raising for MYOB without any consent what so ever ?

 

This automatic change came late on Friday, 27 September 2024 - so unprofessional to launch this automation late on a Friday so maybe no one will really notice ?????

 

So very unimpressed.

 

 

  • cleanoptions's avatar
    cleanoptions
    Experienced User

    Hi Isaiah_C 

     

    I tried to do that option, but still had to go through 90+ invoices to change the details - these invoices were raised last week but not sent - thankfully - so have again wasted my time fixing an MYOB issue.

     

    Another interesting note is that a number of the invoices raised that had the changed conditions were created from a previous (duplicated) invoice that have have never had the extra payment features applied ?

     

    Also why would we change the payment methods when it does not have any advantages whatsoever to our bottom line ?

     

    There has now been a payment transaction that has now deducted fees from the the total amount so we have been "paid" less for our hard work ?

    • cleanoptions's avatar
      cleanoptions
      Experienced User

      Hi Isaiah_C 

       

      I now see that another subscriber has had an issue with online payments being added to their subscription.

       

      How do I do about receiving a refund from MYOB for the charges incurred for an option that was not instigated by our company, and clearly applied to our subscription by MYOB ?

       

      Regards

      • AmandaCL's avatar
        AmandaCL
        MYOB Moderator

        Hey cleanoptions 

        The options for BPay and credit card only appear if online payments has been activated in the file. The charges reflected in your bill will be for the previous month's transaction fees.

        I'd recommend checking the online payment report in your file to see details of the payments you've received and fees you've paid for online payments. If you have any further questions, please raise a case through My Account and our team will reach out! 

  • cleanoptions's avatar
    cleanoptions
    Experienced User

    Hi @isaiah

     

    To clarify - I have copies of the invoices that I have emailed to our clients.  These invoices did not have the any other payment method than direct bank deposit - and now when you look online the added features of BPAY and Card options are shown ? 

     

    I have now changed our account settings and have now gone through over 90 invoices to change the payment settings back to what they were.  Funny how the invoices under $1000 have not been changed ?

     

    Regards

    • Isaiah_C's avatar
      Isaiah_C
      MYOB Moderator

      Hi cleanoptions,

       

      You can turn off this option by following the instructions here. If you still having issues, please reach out to our live chat agents through our virtual assistant MOCA or submit a case via MyAccount to resolve this efficiently.

       

      Regards,

      Sai 

  • DJ3's avatar
    DJ3
    Experienced User

    I have had a customer just advise me that they had the option of paying by card after they received our invoice but we have not received the payment.  I have never set it up this way, ie have not set up online options with our bank account details only provided EFT details on the invoice, so not sure what is happening there.  They are going to check their Visa card account to see if the payment went through ok.  I use the desktop version of AccountRight Plus.  Could this be possible?  I will know more once they get back to me but if this has happened, where is the payment?

    • DJ3's avatar
      DJ3
      Experienced User

      I want to add to my previous message.  I have sent a copy of the invoice to myself and cannot see a link to pay online however it may look different at their end.  I have also logged into the 'online' version of our MYOB account and checked the settings and there is definitely no set up for online payments so I have to wait until the customer gets back to me in case they are confusing it with a payment to another organisation.  Or ask them to send me what they can see so I can try and sort it out.

      • cleanoptions's avatar
        cleanoptions
        Experienced User

        So once again the subscriber has to waste time fixing an MYOB "update" gone so horribly wrong !

  • SammiB's avatar
    SammiB
    Trusted Partner

    This is interesting, as I have just had a client contact me about some MYOB 'note' to upgrade within 10days to the MYOB secure invoicing. 

    Looking into it, the client or customer is charged 1.8% of the total payment amount plus a transaction cost. Wow! Not worth the extra cost. And it can take two days for the payment to come through. 

     

    I have set my client up using EInvoicing instead, free, gov supports it. As his customers all pay via Bpay, they can upload a ABR file to the bank, or have his bank details set up with their bank, again free. 

    • cleanoptions's avatar
      cleanoptions
      Experienced User

      Hi SammiB 

       

      At least you were able to look into the costs.

       

      MYOB default is for the cost to be borne by the subscriber, not the client, hence our company (unknowingly until the transaction went through) took the hit onthe charges.

       

      This is so wrong on MYOB's part.

      • AmandaCL's avatar
        AmandaCL
        MYOB Moderator

        Hey SammiBcleanoptions 

        The secure invoicing upgrade, which is separate to eInvoicing, enables new features designed to help you stay safe online, plus give your customers peace of mind that they're interacting with you in our secure environment. Once upgraded, online payments is switched on to surcharge the customer by default, not charged to the subscriber.  Your client will be able to opt-out of online payments as a whole from the businesses payment settings or the invoice creation screen once upgraded based on their preferences. Let me know if you have any questions! 

  • SammiB's avatar
    SammiB
    Trusted Partner

    Extremely wrong, if the MYOB system automatically made changes without the subscribers permission, Myob should be refunding the cost incurred for the transaction and reimburse $$ towards the time it cost to correct the issue.

    Thankfully my client contacted me, this was only because he was stuck at part of the filling in process. I looked into it, and found the costs etc. 

  • cleanoptions's avatar
    cleanoptions
    Experienced User

    Hello

    AmandaCLyou'd would like to think that the default is to the client, but sadly no, to the subscriber.

     

    If this was the case, when MYOB did in fact activate the online payments for our subscription - without any prior consent or notice or authority - our company was charged for this unauthorised service.  Hence the default to the subscriber.

     

    And again I will say, why would a subscriber turn that feature on willingly and do that to their bottom line ?

     

    And yes this has been tested in our subscription, and yes it has been turned off, and yes now we have little faith and have to scrutinise every invoice that is sent to our clients.

     

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator

    Hi cleanoptions,

     

    To clarify, MYOB will never activate any features or changes to your payment preferences without customer's consent. To rectify this issue, please reach out to our live chat agents through our virtual assistant MOCA or submit a case via MyAccount. Our team will be able to review your account settings in detail and assist in reverting any changes, if necessary.

     

    Regards,

    Sai

    • Lev0312's avatar
      Lev0312
      Contributing User

      I've recently got the same issue. how do I proceed with this? I lost about $150

      • AmandaCL's avatar
        AmandaCL
        MYOB Moderator

        Hey Lev0312 4Annette

        Can you please send through the relevant file details in a private message? I'll pass it onto the team to take a look into. 

    • 4Annette's avatar
      4Annette
      Experienced User

      I have the same problem. Auto turned on.... and charged for the convenience, and still not received the money. Invoice marked as paid. And it has used a new bank account called 'undeposited funds account' 

      Which I definitely did not create. So when that money finally hits the bank account how do I allocate that... OMG cannot believe the underhanded way that MYOB continues to try and increase their revenue. Firstly by initiating this option and secondly by holding the cash.

      Not to mention that I cant turn it off. It remains activated even though I have changed the option.

      I have had that response several times.

      I have just noticed that there was another payment made this way that I was unaware of because it didn't go through the bank transactions and was auto matched even though this function is turned off. It was split against the now reduced (by MYOB) invoice cost and a fees account they have also created.

      Worse still is the fact that it took 8 days to hit my account after the client had paid it.

      I am speechless that a company that has so much control over our company finances is so underhanded.

      I will be demanding all fees returned to me.

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator

    Hi cleanoptions,

     

    If you have any further questions or require additional assistance, feel free to submit a case via MyAccount. Our support team will be happy to assist you further.

     

    Regards,

    Sai

     

  • Bluewave's avatar
    Bluewave
    Trusted Cover User

    I have just submitted a case via My Account because even though we have toggled off the "Allow Online Invoice Payments" in the Sales Payments Settings, the option is STILL APPEARING on new invoices!!  This is so incredibly frustrating.  We do not want to have to edit the individual preferences of every single invoice before sending it out!!  Our invoices are created in an app called Service M8, and synched automatically to MYOB when the jobs are completed, so maybe there is a toggle in the app that can be switched, but this should NEVER HAVE HAPPENED IN THE FIRST PLACE.  We didn't want to have Online Invoice Payments, but you wrapped that up in a "Security Blanket" to hide this obvious fee grab, and then can't fix the problem once and for all (I have wasted many hours on the phone to customer support already, with no solution).  Not happy!