Double payemnt

Retail & Point of Sale
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Topic summary

A POS system outage caused payment processing issues, resulting in potential duplicate charges to customers.

Key Problems:

  • One customer’s declined card was actually charged, then charged again when using a second card
  • Another customer has multiple payment records for transactions with no corresponding sales in the system
  • This is the second POS outage in two weeks
  • Receipt printers also stopped working
  • Approximately 20 payments were declined during the outage

Current Status:

  • Merchants have contacted Shopify support but haven’t received responses yet
  • One user suggests these may be authorization holds rather than actual charges, though situations may vary
  • Merchants recommend verifying with Shopify whether charges were actually processed or just authorized
  • Customer frustration is mounting as money appears missing from their accounts
Summarized with AI on November 4. AI used: claude-sonnet-4-5-20250929.
1

The pos system went down yesterday and on one occasion it declined a card. The customer then paid again with another card. later she contacted me to say payment had been taken from her declined card.

Second customer has another payment and tried twice and has there’s several payments for each transaction. It’s duplicated payments but we have no record of the sale on our system.

2

Second time in two weeks card payments on POS went down yesterday. It’s unacceptable.

Today neither receipt printers is showing up. I’m spending more time trying to fix things than the system actually works.

We probably declined twenty payments yesterday, there’s no record they were charged at our end. Is it definitely charged and not just a hold which is released a few days after? Can Shopify comment on wtf is going on with a system we are all paying a fortune for but isn’t working?

3

It’s really is unacceptable and customers are angry. Where has the money gone if it’s not in our accounts that’s my concern as well.

I messaged and chatted yesterday to someone from shopify but they haven’t come back to me yet.

4

We also experienced the same outage and I believe these are just authorized transactions (holds) on the customers accounts and actual payment hasn’t been taken. But worth checking with Shopify as your situation may be different.