Forum Discussion

paylady's avatar
paylady
Cover User
29 days ago

Online payments transaction fees

Hi, we have a customer who has started paying their invoices directly through MYOB.  We receive an email from MYOB stating the invoice number, date, invoice amount, surcharge amount, and the total amount paid.  EG:  Invoice amount $2064.66, Surcharge $37.41, Total amount paid $2102.07.

 

We receive in our bank account the invoice amount of $2064.66, and the customer is therefore charged $37.41 by MYOB bringing the total paid to $2102.07.

 

Why are we then being invoiced separately at end of month for the $37.41 when the customer has already paid it???

 

Have tried ringing and hung up after waiting for an hour with no reply.

1 Reply

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    24 days ago

    Hi paylady,

     

    I can see why that looks confusing. If your invoice was paid by card, Apple Pay, Google Pay or PayPal and customer surcharging was turned on, the surcharge is usually paid by the customer at the time they make the payment. The monthly MYOB invoice is often just there as a record of those transaction fees for transparency, rather than an extra amount being charged to you again. The main exception is BPAY. BPAY can’t be surcharged, so if the customer paid that way, the business covers the online payment fee.

     

    So in short:

     

    • card / wallet / PayPal payment + surcharging on = customer pays the fee
    • BPAY payment = business pays the fee

    If you’d like to double-check a specific payment, have a look at the payment method used for that invoice. If it was BPAY, that would explain the fee. If it wasn’t BPAY and the amount has actually been charged again, it’d be worth reaching out through live chat support through our virtual assistant, MOCA, or submit a case via My Account so the team can check the invoice and payment details for you.

     

    For reference, you can also check these MYOB help pages:

     

    Regards,

    Sai

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