We had 3 card transactions fail at our market yesterday (1 June, USA) & 1 of those customers contacted us to say she was double-billed by Shopify. I verified the app & POS are up-to-date. Seemed to only happen with tap payments because inserting the same card worked.
2 were different credit card issuers but both Visa’s & the double-billed customer used their bank debit card.
Our portal does not show any failed payments for these transactions either - I started to take note after the 2nd failure - it only reflects 1 successful transaction via the POS.
How should we handle any other customers that may report being double-billed when our side only shows 1 transaction? Will Shopify be working with the banks/payment processors to reverse the erroneous 2nd charge? Please advise.