Why was my customer charged an incorrect amount?

[AppleCEO]

Hi all,

I had a customer purchase a $32 item + $30 shipping overseas. On my end I see the total $62 deposited into my payout but the customer reached out saying she was charged $99 instead. This payment was pending for a day but seems like it was completed. I do not know where this extra $38 came from.  My original thought was since it was pending it would fix itself but that does not seem to be the case. 

Any advice or insight?

[Rick]

Hi @AppleCEO 

Thanks for reaching out here and welcome to the Shopify Community! 

I understand that a customer has placed an order on your store, and believes they have been overcharged however you are seeing the correct amount in your payouts. That is certainly a strange situation so I totally understand why you would want to seek clarification on this.

Has the customer provided any sort of proof that they have indeed been charged that higher amount? Perhaps they have misinterpreted their bank statement and the charge is from another transaction or a different pending amount etc? Also, it would be worth checking for abandoned checkouts relating to this customer to see if anything ended up in there which might explain a temporary authorization charge etc. I would recommend proceeding with caution in this situation - it's best to be weary of these sorts of queries just in case the customer isn't being 100% truthful.

You can click into the order page in your admin and scroll down to the Timeline section to view all order events, including payment attempts and captured amounts. It is highly unlikely that the amount captured here is incorrect. See below screenshot for an example of this:

Is it possible that there is some currency conversion going on? For example, perhaps your store is in US Dollars and they paid in Australian Dollars? That conversion from $62 USD would be very close to $99 AUS. I would ask your customer to confirm the currency of their payment method/bank so you can rule this out as the cause.

In either case, I would recommend letting the customer know (after you have confirmed the amount is correct on your end) that you have not received anything more than the correct amount. They should then speak to their own bank to query the charge. If the customer has already confirmed with their bank and they really do believe that they have been charged more, then please do feel free to reach out to our support team using this link here and we can take a closer look at this. Here on the Shopify Community we can't access your account, so I can only go off the information you provide here.

I look forward to hearing your findings!