Customer double charged

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New Member
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Hello, a customer has informed me that she has been charged twice for the same order and sent her bank statement to show this. The charges were from September so they are not 'pending'. Please advise how to proceed with this.

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Shopify Staff
Shopify Staff
584 60 109

Hi @Bodega_Bay,

Hyde here from Shopify. That's strange!

It's possible that the customer clicked "back" or refreshed their page while checking out, and that they assumed the payment was not made (even though it was), prompting them to try to purchase it again. If they quote their order number to you, can you see two orders placed on your store? Have they sent you a screenshot from their desktop or their mobile? More importantly, still, what payment gateway are you using to process orders?

The more context and information you can give me, the better I can answer that question. Screenshots, videos, order numbers, it would all help paint a clearer picture!

I look forward to hearing from you!

All the best, Hyde.

Hyde | Social Care @ Shopify 
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New Member
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Hi Hyde,

There's only one order / payment in their order. They have sent a
screenshot from desktop banking showing 2 transactions (with different
transaction refs). We use Shopify payments. I can't check if we have
received the money twice in our payout though (otherwise I would just
refund the customer the value of the order).

Thanks
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Shopify Staff
Shopify Staff
584 60 109

I'm going to send you an email, could you please reply to it from the email address you used to open your account with us. That way I can access your account and have a look at the order. Incidentally, what is the order number, please? Include any and all information in the email so that I can help you to the fullest. 

All the best, Hyde. 

Hyde | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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New Member
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Hi Hyde,

The email address is charliem@bodegabay.co.uk & the order number is #26791

Thanks
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