---
id: help.troubleshooting.charged-twice
title: "A customer was charged twice"
canonical: https://docs.secureprocessing.app/help/troubleshooting/a-customer-was-charged-twice
description: "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."
last_verified: 2026-11-02
---

# A customer was charged twice

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.

Who can: Owner, Administrator, Support can refund a payment in [Payments](https://dashboard.secureprocessing.app/payments).

## 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:

1. Open the second payment.
2. Press **Refund this payment**, and choose **Duplicate payment** as the **Reason**.
3. Press the **Refund** button.

Our fee comes back with it, in proportion, [unless your rate keeps it](https://docs.secureprocessing.app/help/refunds/do-i-get-your-fee-back.md).

## 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.

## Related

- [Refund a payment, in full or in part](https://docs.secureprocessing.app/help/refunds/refund-a-payment.md)
- [Find a payment](https://docs.secureprocessing.app/help/payments/find-a-payment.md)
- [When will my customer see the refund?](https://docs.secureprocessing.app/help/refunds/when-will-my-customer-see-it.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with both payments’ ids, or the amount and the date.