Customer allegedly charged twice?

fkw89
Tourist
8 0 7

Hello everyone,

 

Looking for a bit of guidance... I received an order today however the customer sent me a screenshot of her bank transactions and it shows that she was charged twice (still pending). Has this happened to anyone before and how should I proceed? 

Blacked out areas because it's my phone number.

 

Cheers,

Francis

Screenshot_20211001-155209_Insta.jpg

Replies 2 (2)
John255
New Member
1 0 0

Hello I would like to confirm why my payout is still on hold 

Lana
Shopify Staff
Shopify Staff
567 53 73

Hello @fkw89!

Thank you for the screenshot - we may need some more context on this.
What payment gateway was this transaction processed on, and did you see a duplicate order for this customer in the Orders section on your admin? Also, if it is just one order, are you able to go into it and check the Timeline section by scrolling down? This will usually highlight any errors or issues with processing the payment that may have occurred. 

If you're not finding any irregularities on your end such as a duplicate order or an error, then the issue may be on the customer's end, due to something like an error on their bank. If that is the case, usually the payment just bounces back into their bank account. In this case it appears 'pending' so it might not go through at all.
Either way, please do share the details that I requested above, that way we will be able to take a closer look into this and see what might have happened. 

If you're comfortable with that, please also share the link to your store so I can go in and have a look to see if there is anything there that might have caused them to accidentally order twice.

If you have any other questions, please let me know!

Thanks. -Lana 

 

Lana | Social Care @ Shopify 
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