Customer Charged Twice: First with Order amount, Second with Extra Few Cents

[SulkyShop]

Hi everyone,

A customer recently contacted me and said that my online store charged them twice: once with the actual order amount and then second, an additional 80 cents.

I'm not entirely sure where this charge came from, as their order log doesn't indicate there is an additional 80 cent charge, however in their screenshot of their bank statement, it does show that the charge came from my store.

For context as well, they paid in USD, which converts to CAD on my end.

Any help is appreciated. Thank you!

[Imogen · Accepted solution]

Hi there, @SulkyShop. Thanks for taking the time to reach out to the Shopify Community Forums here with your question around this extra charge your customer experienced. My name is Imogen. It's good to meet you!

To set some expectations for you, we're unable to authenticate users here in the Community Forums. This means that we're unable to access any account or store details, nor are we able to access any specific details related to this customer's order.

In order for our Support Team to best investigate this additional charge your customer experienced, I recommend that you reach out to our Team via our Help Center. By using the 'Contact Support' button on the page, and letting our AI Assistant know about your support request, we'll be able to get you authenticated and then our Team can access this order to see if we can find any information around why your customer experienced this additional charge.

[Imogen · Accepted solution]

Hi there, @SulkyShop. Thanks for taking the time to reach out to the Shopify Community Forums here with your question around this extra charge your customer experienced. My name is Imogen. It's good to meet you!

To set some expectations for you, we're unable to authenticate users here in the Community Forums. This means that we're unable to access any account or store details, nor are we able to access any specific details related to this customer's order.

In order for our Support Team to best investigate this additional charge your customer experienced, I recommend that you reach out to our Team via our Help Center. By using the 'Contact Support' button on the page, and letting our AI Assistant know about your support request, we'll be able to get you authenticated and then our Team can access this order to see if we can find any information around why your customer experienced this additional charge.

[UjjawalS · Accepted solution]

hi @SulkyShop I hope you were able to resolve this with Shopify support.

If not, there could be several reasons for the extra charge your customer experienced. I have listed some potential explanations and steps to investigate and resolve the issue:

• Currency Conversion Fees:

Some banks charge a small fee for currency conversion when a transaction is made in a foreign currency. This fee is usually a small percentage of the transaction amount and might explain the 80 cents charge. I would recommend you review your Shopify Payments settings and transaction logs to ensure no additional fees or charges are being applied. You can visit Settings > Payments > View payouts to see detailed transaction information.

• Bank Fees:

The customer's bank might have applied a small fee for processing international transactions. This fee can sometimes appear as a separate charge. You can ask the customer to provide more details from their bank statement or contact their bank to clarify the nature of the 80 cents charge.

• Payment Gateway Fees:

Some payment gateways charge additional fees for currency conversion or international transactions. These fees may not be immediately visible in your Shopify order log but can show up on the customer's bank statement. If you are using a third-party payment gateway, check their fee structure and see if they apply any additional charges for transactions. Reach out to the payment gateway's customer support to inquire about the additional charge. Provide them with the transaction details for further investigation.

• Authorization Hold:

Occasionally, an authorization hold (a temporary charge to verify the card) can appear on the customer's statement. This hold should be released, but if it's still present, it could be the source of the discrepancy.

[SulkyShop]

Yes, Shopifysupport was able to help 🙂 thank you for your response as well!

From what we gathered, it was likely a difference in the conversion rate from when the customer had placed the order vs when the payment was processed. The same customer had actually placed another order again, but the extra charge did not occur this time, thankfully.