CUSTOMERS CONSTANTLY BEING DOUBLE CHARGED

Joshkiwi1
Tourist
10 0 2

HI Team,

Has anyone had issues with shopify double charging customers? Our average order value is high, and we have had customers be charged twice. One on the day of capture, and then on the next day. We use SHopify payments (Shop pay).

 

In my orders we have only captured once, yet on customers bank statements it is captured twice. 

 

One of my customers work for the bank itself  and they have confirmed it is not an issue on their end. Also some of my customers are return clients, and this never happened the first time.

 

Please Help as need it sorted ASAP

 

Best regards,

 

Josh 

screenshot elite charged twice 3.38pm.png111ww1w.png

Replies 28 (28)
Don
Shopify Staff
Shopify Staff
2018 139 264

Hi there @Joshkiwi1!

Don here from Shopify.

Could you share a link to your store with us here so we can check this out for you?

At first glance, these would appear to be authorisation holds, rather than charges themselves; as we can see a 'pending' status on those entries.

If so, this would drop off the customers' accounts after a few days, and funds would not be withdrawn for that hold.

If you share your store link with us here, we can take a look alongside our Billing department to see if we can clarify the situation here for you. 

 

Regards,

Don

Don | Social Care @ Shopify 
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Joshkiwi1
Tourist
10 0 2

Thanks Don. Please see link here: https://www.elitebathroomware.co.nz/

It is becoming an often occurrence with 1-2 clients a week. However the most recent one was $3495 having double pending payments. 

Don
Shopify Staff
Shopify Staff
2018 139 264

Hi there @Joshkiwi1!

Don from Shopify once again.

Thanks for that link to your store.

Would you be able to confirm with any of the customers in question whether these entries have dropped off their accounts as authorisation holds, rather than actual charges?

If you can, let us know of any orders where these customers ended up actually paying twice, rather than just seeing a pending hold on their account, and let us know the order number or numbers involved so we can dig into these along with our Billing team.

All the best!

 

Regards,

Don

Don | Social Care @ Shopify 
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Joshkiwi1
Tourist
10 0 2

Hi Don,

Yes they do drop off over a couple of days, however some of our orders are over 5K+ and a double charge of 5K none the less is no fun explaining to a customer who cannot buy anything else for a few days.... Any ideas how to fix?

Every client contacts their bank and the bank blames Us (Shopify). 

Its a forever ending battle, which i think has no solutions, seems to be 6 customers a month on averagre.

Best,

 

Josh M

Don
Shopify Staff
Shopify Staff
2018 139 264

Hi again @Joshkiwi1!

Don from Shopify once more.

Thanks for confirming that for us here.

We can take a look at some of the affected orders here, to see what they might have in common.

Could you let us know the order numbers for some of the instances where this has happened, so we can check them out together?

If you can also confirm how payment is processed for these orders (directly paid via credit card gateway, PayPal, or another method) and how they are placed (via the checkout in your store, as a draft order, in-person, etc.) we can use this info to investigate further.

I look forward to hearing from you.

 

Regards,

Don

Don | Social Care @ Shopify 
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Joshkiwi1
Tourist
10 0 2

Hi Don,

 

Orders 

3413
3390
3251
3369
3286

 

These are the latest ones currently. All payments are used via shop pay by credit card. No paypal etc.

I hope there is a solution going forwarded! I have asked other merchants is New Zealand, and they have the same issues as well.

Best regards,

Josh M

Don
Shopify Staff
Shopify Staff
2018 139 264

Hi again @Joshkiwi1!

Don from Shopify once again.

Thanks for those example order numbers.

I checked in with our Billing team internally and they would like to take a closer look at some examples.

I will be emailing out to the address we have on file for you here shortly, so we can gather a bit more evidence and escalate this internally for you.

Keep an eye out for that email and we can work on this from there.

 

Regards,

Don

Don | Social Care @ Shopify 
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PKGC_Amy
New Member
1 0 0

Hi there,

Was just wondering if there was any resolve here? I am about to go live with my new subscription box business and am doing test orders. Both were double-charged (so 4 charges for 2 orders). I understand that they might drop off later but anywhere else I have shopped from online, I have not seen this happen. (I get charge alerts to my phone.) I can't double-charge people my first day open for business. Thank you for any updates! 

Don
Shopify Staff
Shopify Staff
2018 139 264

Hi there @PKGC_Amy!

Don from Shopify once again.

We wouldn't be able to discuss account specifics here publicly, but if you can share some info on your situation we can see what we might be able to advise.

If you could share a link to your store first, and let us know the order numbers in question you're referring to, that would be great.

Can you confirm the payment gateway being used for these orders (credit card gateway, PayPal, etc) and, if possible, show us how these charges show up in your bank or card account?

With this info, we can start to investigate here and see what, if anything, we can advise from here.

All the best!

 

Regards,

Don

Don | Social Care @ Shopify 
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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

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 

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

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!!!!!!!!!!!!!! .

EmmaMM
New Member
2 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.  

Jason
Shopify Expert
10873 190 2178

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 in my free time to help and share some insights. Not looking to be hired, and not looking for work. http://freakdesign.com.au ★
Joshkiwi1
Tourist
10 0 2

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
2018 139 264

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
10 0 2

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.

Sam_NZ
Tourist
3 0 2

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.