A customer was charged twice
Short answer
First check whether there are really two payments. If there are, refund one; if there is only one, the other amount on their statement is probably a pending attempt that their bank will drop.In this article
Check for two payments
Open Payments and type your customer’s email address, or the last four digits of their card, into the search box, then press Find. You can also look for the amount around that time, or open the customer under Customers. Count only those that say Paid.
There are two that say Paid
Refund one:
- Open the second payment.
- Press Refund this payment, and choose Duplicate payment as the Reason.
- Press the Refund button.
Our fee comes back with it, in proportion, unless your rate keeps it.
There is one that says Paid
You have been paid once. Another amount on their statement is likely to be an earlier attempt that did not complete, which their bank removes on its own timeline. Ask them to contact their bank if it stays. Do not refund the one real payment.
Why it can happen
A customer who tries again after a refused card, or who pays the same link twice, makes two separate payments. Each visit to a link is its own payment.