A customer reports being charged twice on a Mastercard for a single order, while the merchant sees only one payment in the Shopify order overview. The merchant wants to confirm the situation before next week’s Shopify Payments payout (the transfer of processed funds to the merchant’s bank).
Due to account security and authentication limits on the public forum, specific transaction details cannot be checked there. The advised next step is to contact Shopify live support.
Action steps:
Outcome/status: No in-thread verification was possible. Resolution remains pending until the merchant contacts live support for an order-specific investigation.
A customer claims to have paid twice the amount for an order.
He says he sees 2 times the amount on his MasterCard account.
In the order overview we only see 1 payment, payment from Shopify to us will only arrive next week.
Is there any way to check this issue before the payout of next week?
We want to maintain our excellent client service and reimburse him if necessary.
Thx for the help!
Hey @Brechtderouck .
Thanks for reaching out.
I appreciate the context that you have shared with us as that is very helpful! Since we cannot authenticate you for the store over the Community forums due to the sensitive information, I am unable to look into the specifics. In this case, it would be best to reach out to our live support for a further look into the order you received.
With that being said, you can get in touch with our live support by logging into your online store using the Contact Us page. This will allow us to securely verify you as the store owner.
Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the order.
Let me know if you have any questions.