Customer claims to be charged twice

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A customer claims to be charged twice but our Timeline shows only one payment. The customer has provided screen shots showing a transaction on 13APR21 for the initial charge with a transaction ID, then another transaction on 14APR2021 with no transaction ID. This has caused the customer to be overdrawn in her bank account. I believe this is a pending transaction that will drop off but need to provide a reason to her. She used a Debit card. Other posts show this could be due to the initial payment not having enough funds or the customer hitting the back buttonin the browser. Are there other reasons I can provide to help resolve this issue? Should she contact her bank? Help! It's her first order and she's not happy!

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