Customer Charged Twice

[exunique]

Hello dear Shopify’ers !

Today I’ve got my first order , and the customer mailed me with an issue , he got charged twice (his bank stating it clearly) , but I can only see 1x order and 1x payment . I heard it could be an authorization charge from bank and it should disappear, but how do you explain it to the customers , and are there any answers and solutions ? Would be thankful for any help, advice and assistance.

[SealSubs-Roan]

Hi @exunique !

You can let the customer know that if a purchase is successful, they will be able to receive an order confirmation email notification. Let them know that you do not see any other order beside the original order that they purchased. Sometimes, this double charge will show on bank account transaction history even though it was not successfully sent. Their payment will be in the floating status, and they need to contact their bank to double check. Double charges will eventually reflect back on their account.