CUSTOMERS CONSTANTLY BEING DOUBLE CHARGED

Tracek
New Member
2 0 0

Hi Don

I'm also wondering what has happened here, as I've been running with no such issues for almost a year and a half, and I've had two customers double charged (with one charge dropping off their credit card statement a few days later) in the past week or so. Two that I know about anyway! So something must have changed and it's certainly something I'd like sorted to prevent more confused, unhappy customers. Is there an email address I can contact you on, rather than share details publicly here? 

Cheers, Trace

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NickSustSports
New Member
1 0 0

Hi Trace 

Did you get an answer for this? I am in the process for launching and I have received a double payment from my test customer. 

Thanks

Nick 

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Tracek
New Member
2 0 0

Hi Nick

No, no answer. I haven't had any other customers complain since, but it doesn't mean it's not happening and I'd really like to know if the issue has been resolved - if it's happened to you, then I'd guess it hasn't been, which is frustrating.

Trace

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rashedalyammahi
New Member
1 0 0

I have the same problem I went to pay to renew my plan (basic plan) and I tried to pay with credit car but got an error then payed with the card via PayPal and got charged twice why I want a refund ASAP!!!!!!!!!!!!!! .

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EmmaMM
New Member
1 0 0

Hi - we've been experiencing the same problem for a while now.  It seems that the charges drop off after a few days, but like others experiencing the same issue - this is not something we want to have customers stressed about and potentially not shopping again with us.  Plus, too much time by our customer care team replying to customer queries.   I'd really like some help to resolve this issue please.   Here are the details of our latest issue:   www.missmaudesewing.co.nz. We use Shopify payments - no PayPal or other third party payments.  Current order #MM26043.   I look forward to a response.   Many thanks.  

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Jason
Shopify Expert
10402 163 2045

Looking back at the first post, this isn't a double charge but rather a card auth, and a card capture. Both can show on a statement.

It would clearly show on the customers statement if it's a pending charge or not so if you're hitting the issue it is best to get your customer to send over a screenshot to you (like the original poster did) as it will help you confirm if that's the confusion. If it is, and you're also getting a support debt from it, it's a good time to get that FAQ page created to help customers self serve the answer.

I jump on these forums to help and share some insights. Not looking to be hired, and not looking for work.

Don't hand out staff invites or give admin password to forum members unless absolutely needed. In most cases the help you need can be handled without that.


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Joshkiwi1
Tourist
7 0 1

Hi Jason,

We contacted 3 different banks, and all 3 have pinpointed shopify at fault. I have contacted Shopify accounts team further to investigate. We currently have over 56 different issues that we know of.

Will update once I find out the outcome of the investigation.

Best regards,

Josh M

Don
Shopify Staff
Shopify Staff
1429 94 195

Hi there @EmmaMM!

Don here from Shopify.

Thanks for reaching out to us here and for sharing that info.

As in my earlier post and as Jason here reiterated, these are likely authorisation holds appearing on your customers' accounts rather than duplicate charges.

There are a few reasons why they might show up there, depending on the bank or card provider involved.

Certain banks or card issuers, especially those issuing debit cards, sometimes have more difficulty than others displaying pending authorisations.

This can lead to a situation where a 'charge' will show up twice - once as a charge, and once as an authorization.

Some mobile banking apps will encounter difficulty with correctly displaying an authorisation as such so we would always recommend that a customer check the full desktop version of their account statement or obtain a hard copy from their bank.

Your customers should be able to confirm with their bank or card provider that this is the case by contacting them for more info on the entries they see in their account statement to confirm that the first charge was only a pending authorization as in the funds were reserved for capture later on, but not yet taken.

If your customer's bank or financial institute confirms that there were two completed charges (rather than a hold and a charge) then please let us know here so we can get this investigated further alongside any relevant specialist teams.

As @Jason suggested, you might wish to add an FAQ or other messaging to your store about this if you feel you're having support debt or poor experience stem from this.

All the best!

 

Regards,

Don

Don | Social Care @ Shopify 
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Joshkiwi1
Tourist
7 0 1

Update 2/08/2021

 

Clients Still being Double charged. About 1 in 20 (5% of total orders).

 

Latest client was a Bank account manager, and confirmed it is an issue with shopify, and advised Shopify do know about this, but have no solution.

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Sam_NZ
New Member
3 0 0

Hi Josh, is Shopify answering you? We also in NZ and having the same issue, our customers are mostly quite young and seeing 2 or 3 duplicate transactions really stresses them out which means we have to spend time (and our wages/profit) on handling customer queries which shouldn't be happening at all. 

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