CUSTOMERS CONSTANTLY BEING DOUBLE CHARGED

Joshkiwi1
Excursionist
14 0 11

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 47 (47)

Don
Shopify Staff
2767 199 388

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If so, this would drop off the customers' accounts after a few days, and funds would not be withdrawn for that hold.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
Excursionist
14 0 11

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
2767 199 388

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
Excursionist
14 0 11

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
2767 199 388

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
Excursionist
14 0 11

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
2767 199 388

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
Visitor
1 0 1

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
2767 199 388

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
Visitor
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
Visitor
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
Visitor
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

EmmaMM
Visitor
2 0 3

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
11190 225 2283

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
Excursionist
14 0 11

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
2767 199 388

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
Excursionist
14 0 11

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 4

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. 

Joshkiwi1
Excursionist
14 0 11

Hi Sam,

Unfortunately no this has not been resolved. Shopify do not have an answer to this, and they know there is an issue yet have not come up with an issue/ or maybe think it will just drop off anyway?

It still happens every week. It is getting concerning because we have orders that have values of $5K+ being charged twice. And obviously you can imagine how that goes down! We have had a client where they could not afford their groceries for 2 days as they had to wait for the 2nd pending charge that the bank could not drop. 

I hope one day this does get resolved. 

For the mean time all we can do is 'pretend to blame' the bank as Jason and Don have suggested.

Sam_NZ
Tourist
3 0 4

That's really scary, especially in the current economic climate. Have you tried changing to a third-party payment provider instead of Shopify Payments?

I've also started another thread to highlight the issue if you want to jump in there and say your story again that would help reignite the interest hopefully

Zippy23
Tourist
3 0 3

Definitely not resolved charged $538 TWICE, unable to use the card until pending status cleared. No other online provide but shopify has this issue and they just wont acknowledge it. As a retired person on fixed income this was a major fright for us.

seekingsupport
Tourist
4 0 5

This is really disappointing. 

This is losing us money and makes me want to use another payment processor. 

We have a $600 extra hold on a customers card. 

Customers hate random holds on their cards. 

Researching other options as it seems impossible to get support or any understanding on this issue than a vague templated answer. 


Regards

seekingsupport
Tourist
4 0 5

Ended up including a free gift for the customer who was a VIP customer. 

Stupid. 

Thanks shopify

seekingsupport
Tourist
4 0 5

Blame the bank. 
Pretty shocking from shopify. 

How about blame shopify payments. 

Time to look at other alternatives to shopify. 

EmmaMM
Visitor
2 0 3
yes, I agree, it's very frustrating.
Zippy23
Tourist
3 0 3

Agree, I now ask vendors if they use Shopify before ordering, and decline if they do.

mauriciokings7
Visitor
1 0 1

Hi Don.

the same situation is happening with me, as my customers keep getting charged twice. Is there a way you could also help me fix this issue please ?

Here’s the link to my website; https://www.mcnext.clothing

AvRamSvj
Visitor
1 0 0

Hi Don i m Jacob and i have the same problem with my shop www.avramsvj.com , can u take a look ? please 

 

rashedalyammahi
Visitor
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!!!!!!!!!!!!!! .

Joshkiwi1
Excursionist
14 0 11

Just an update Team. Still now luck and the 2 year anniversary is in 2 months!

 

Latest order number

8123 @Don 

 

Latest client has had $2100 double charged. Who covers the failed automatic payments?????!!!!!

emrys90
Visitor
1 0 1

How has this not been fixed yet, almost 2 years later? I just launched my store and my very first sale I had someone contacting me about getting double billed. Stop saying this is a bank problem. I have never had this kind of issue with Amazon, PayPal, etc for any online transactions.

 

I hate that I wasted all this time setting up a Shopify store only to learn I might have to switch to another provider.

Joshkiwi1
Excursionist
14 0 11

Hi Emrys90,

 

Yes this still happens. @Don recent order #8609 on our store has had this issue (August 13/2022). Client has asked the bank and the bank has Pinned this back to shopify payments. Only quick solution for the client is to cancel her credit card and get reissued a new one now.

Patkiwinz
Visitor
1 0 1

Well this doesn't make great reading.

Josh, have you identified any trend of which banks are impacted or if it's only certain types of cards e.g. Visa Debit that experience this issue,

I see both screenshots you've provided are for ASB, and my customer experiencing this issue today is also with ASB. 

I have another customer who has purchased the same thing from us but is with ANZ and their card only shows one payment. 
@Don has shopify or stripe who manage the payment processing for you had any interactions with these NZ banks to identify the cause of the incorrect reporting?

Joshkiwi1
Excursionist
14 0 11

HI @Pat 

 

We have issues with, Kiwibank, ANZ, Westpac, ASB, BNZ. I have ruled out it was just one bank.

 

At first I thought Don was right with it being an Authorization charge. I have only been in touch with ASB, Westpac and ANZ. After extensive back and fourths, All 3 have identified the issue being on shopify end. Nothing to do with Authorization charges from the bank. 

 

Its been 2 years and no solution. The issue still happens frequently. The charges drop after a day. But imagine the inconvenience of having your card declined for a day.

Zippy23
Tourist
3 0 3

I think after two years its clear Shopify wont pay any attention to this issue. Time to change providers as Shopify will lose your clients forever at the first transaction.

clearrc
Tourist
3 0 5

My customers are authorized for one amount, then voided and reauthorized a second time for a slightly different amount that claims it is updated taxes.  I am getting complaints from my customers and I agree that it is hurting our reputations as sellers.

 

clearrc
Tourist
3 0 5

dbl charges.png

AuhtorizID
Tourist
6 0 5

It's now Feb 2023 and this is still happening!  How utterly unprofessional and careless of shopify to allow this to continue.  @Don Do they not care about their customers?  

BryanEufora
Visitor
2 0 2

Agreed

 

ebenton
Tourist
5 0 0

The solution that Shopify will not recommend is so simple its insane. We removed Shop Pay a few months ago and have not had a single incident of a double charge since. Certainly have not seen any conversion dips or anything as a result. 

brlancer
Tourist
5 0 5

Hi Shopify,

 

Joining the party...

 

Below are three examples of double charges which appear to have resulted from incorrect tax calculations made during check out.

 

We've been experiencing this for about one year. Roughly once every week, a customer emails us asking about a double charge. They are always very alarmed.

 

This is having an incredibly negative effect on customer trust for our business.

 

Please advise.

 

Brian

 

Untitled (2).pngUntitled (1).pngUntitled.pngScreenshot 2023-03-15 at 11.32.02 AM.pngScreenshot 2023-03-15 at 11.33.38 AM.pngScreenshot 2023-03-15 at 11.34.15 AM.png

ebenton
Tourist
5 0 0

I recommend removing Shop Pay as an option in your shop! We faced this issue for many years and removing Shop Pay solved it entirely.

Joshkiwi1
Excursionist
14 0 11

Just an update. Still no luck here or solution. 

 

ebenton
Tourist
5 0 0

We removed Shop Pay from our store and have not seen a single report of this issue since after struggling for many many years! 

BryanEufora
Visitor
2 0 2

Im am running into the same issue. Anyone from Shopify have updates on when a fix will be implemented? @Don  

ebenton
Tourist
5 0 0

We struggled with this issue for years.

A few months ago, we made the decision to stop offering Shop Pay on our store, and voila, not a single report of a double/pending charge since then. Our conversion rates remain unaffected, and issues related to the checkout page and shipping address errors have significantly decreased. Our customers are happier, our Customer Care team is happier, and life is better overall! I highly recommend this to anyone facing a similar problem. Personally, I've never hesitated to make a purchase on a website that doesn't offer Shop Pay or any of the other numerous payment gateways.

ebenton
Tourist
5 0 0

We struggled with this issue for years, dealing with numerous frustrated customers. In tight financial situations, people can't afford to wait patiently for days while a pending charge is reversed, especially when the money has been held from their account twice.

A few months ago, we made the decision to stop offering Shop Pay on our store, and voila, not a single report of a double/pending charge since then. Our conversion rates remain unaffected, and issues related to the checkout page and shipping address errors have significantly decreased. Our customers are happier, our Customer Care team is happier, and life is better overall! I highly recommend this to anyone facing a similar problem. Personally, I've never hesitated to make a purchase on a website that doesn't offer Shop Pay or any of the other numerous payment gateways.