Intuit®: Official Blog > News > Intuit Updates Response to Recent Media Coverage About Payments Policy

Intuit Updates Response to Recent Media Coverage About Payments Policy


Updated June 13, 2018 at 1 p.m.

Providing excellent customer experiences is core to our values at Intuit.  Ensuring that customers have positive outcomes is as critical to our business as it is to theirs.  Recently, we caused an inconvenience for one of our customers in the way we implemented our payment policy. We worked with that customer to resolve the issue and have made them whole for their inconvenience. We also invested time to learn more about their business so that we deliver a better experience for customers in the future.

Intuit as a company respects and abides by the laws in all the countries where we conduct business. As an American company, we respect the US Constitution and all the rights contained in it. Nothing about our payments policy, which has been covered in recent media reports, changes our commitment to this core principle of our company.

This specific issue is about long-standing financial safety policies in the electronic payments industry. The policies apply to payments received by companies in industries that are regulated by federal and state law, such as sales of pharmaceuticals, tobacco sales, pet sales, alcohol sales and firearms and weapons sales.

Our company does NOT prohibit ANY of these regulated industries — including the firearms industry — from using QuickBooks for payment processing.  In fact, many do so today. However, for these transactions our bank partner requires them to be done face-to-face. To meet this requirement, our policy today requires the customer to be present to swipe their credit card. When transactions are “keyed in” by the vendor – including online and over the phone – Intuit cannot verify that the customer was present.

All of our customers agree to these terms when they sign on to use our services. When a customer of ours is unable or unwilling to meet this commitment, we reach out to them directly to explore a solution to the problem or to transition them off of our service.




Comments (28) Leave your comment

  1. Excuses, searching for solutions that will favor one side and insult the other and expose your “core values”. Well then…now we all know what to do for our next business decision.

  2. Poor choice Intuit. Buying firearms requires doing business with an FFL dealer in person or online. Even if ordered online, the pick up of firearm is administered by an FFL dealer. Your decision to discredit the buying choices of millions of American consumers is well heeded…time to add Intuit, TurboTax and Quicken to my list of companies I will no longer support or do business with. As a small business owner, I hope that my ever so small decision still places a dent in your overall financial health.

  3. Your stance on the gun sales issue is adverse to federal law and the interest of many of your customers. I have also made a choice. I have already purchased software from one of your competitors and replaced yours. I will not be dictated by your company what legal items I may purchase. Hope you lose all your business.

  4. I am glad to read that Intuit is not excluding all firearms (and related) sales. Only those done without the card and customer present. When I read the media accounts that Intuit was stopping all firearm business from using their payment system I was ready to cancel the services I use. However after reading this blog I will refrain from doing so unless this plays out to be true.

  5. Your milquetoast response is on par with the absolutely ridiculous business decision, as well as what I predict will be a massive marketing disaster for your company, that you made when decidedly restricting 2nd Amendment rights of a gun owner’s ability to legally purchase firearms in order to justifiably defend themselves. I WAS a longstanding customer of many of your products. Not anymore, and never again, no matter how much you cower and backtrack. You have incredibly weak leadership to allow such a anti-American business decision to go forward. I will eagerly look forward to seeing the soon to be upcoming announcement of your bankruptcy filing.


    Col. Mark C. Gerhard, USMC (Ret.)

  6. I find your Intuit’s Response to Recent Media Coverage About Our Payments Policy above not believable. You state that your terms are in the customer agreement and then you apologize for not processing payments without notifying them. I have used Turbo Tax products for many years, but won’t be anymore.

  7. If Intuit supports all rights protected by the Constitution then why do business with a bank that imposes restrictions on the legal commerce of people exercising those rights? This is not a legal requirement. Find another bank which places as much value on our rights as Intuit claims to place on them. We can and will vote with our business if this isn’t made right.

  8. Been using turbotax for years. If the report turns out to be true about the gun purchases, you won’t get another dime from me for any of your services or products.

  9. Shame on you! We all know what this is all about. I use Quicken and have for over 20 years. I’m going to stop using the Quicken bill pay and use what’s available, FREE, from my credit union and save myself $9.95 a month. I sincerely hope everyone does the same.

  10. I am a TurboTax and customer. I will now find alternate services. Why would any company alienate half of their customer base? Bad business! Firearms are picked up in person at FFLs with background checks. There are no anonymous transactions.

  11. Given your capricious policies with reference specifically to the firearms industry and your lack of concern over the “inconvenience” to your customers and the blasé attitude towards transitioning customers off of your service, I will no longer be using any of your products.

  12. Who’s your bank partner requiring the face-to-face sale? I will stop doing business with you and them. No more tax software purchases. Won’t be getting my next mortgage from Rocket.

  13. To be honest, I was strongly considering moving my company away from quickbooks and TurboTax after hearing this. But after the rebuttal posted here I am satisfied it wasn’t done on purpose. I would suggest though that it offer an alternate bank, if the bank is making policy by ideology and not required by law.

  14. Also note guys they can’t just drop their bank overnight even if they did want to stand up for the second amendment. That’s a process that takes months of negotiation, planning, and integration. We expect them to be reasonable, but be reasonable yourselves.

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