I just received an email from a customer claiming their credit card was charged twice for the full amount of their order.
I checked their order information and it’s the same as every other order, and my payout was just for a single order.
How can I fix this ?!
Hi @NavyJay ,
I can definitely appreciate your concern if your customer has reached out stating they were double charged for an order on your store.
Many times when we see this happening, it is actually caused by an authorization charge from the customer’s bank. Certain banks or card issuers, especially those issuing debit cards, sometimes have more difficulty than others displaying pending authorizations. This means that sometimes a charge will show up twice - once as a charge, and once as an authorization. An authorization is a security measure put in place by the customer’s bank to ensure the customer’s account has enough funds to cover the purchase before processing it.
Most customers choose to check their bank statements through their mobile device but most mobile banking apps have difficulty in displaying authorisations accurately. The authorisation may remain on a mobile statement longer than it lives on a full statement for this reason. Due to this, we always recommend asking the customer to check a full desktop version of their statement or a hard copy from their bank.
If the customer still believes they were double charged, please ask for a copied statement from their desktop banking website or from their bank showing the two charges from the order. They can hide or blur out all other information that might be on the statement. If the payment was processed through Shopify Payments you will then want to reach out to our live support team so that our billing team can investigate for you. If this was processed through a third party gateway like PayPal or Authorize.net you will need to contact the payment gateway directly for the next steps.
If you do need to contact Shopify support please follow this link: Contact Support - Shopify Help Center, sign into the store account, search for the issue “Customer double charged” and use the Contact Support button at the bottom of the search results.
If there is anything else I can assist you with here please let me know. I will be marking this thread as solved in the meantime as contacting our live support is the next step in this process!
-Shay
When is this going to get fixed? I keep having customers contact us about this. I see threads about this going back at least 3 years! Does Shopify even care?
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I am having this issue also, their order isn’t going through but they are getting charged twice
Hi @SewTiki
If the order is not completing at the checkout then it is normal for the customer to see an authorization charge pending on their account. The authorization charge will resolve itself within 2-5 business days and be returned to the customer’s account.
If they attempted to check out more than once they may see an authorization charge for every attempt they have made. This is expected, and as I mentioned in my earlier post, a security measure put in place by their bank.
If the authorization charges don’t resolve please follow the steps I shared above to collect the charge information from your customer and reach out to our live support for further help.
To access our live support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available live support options.
Im haaving the same issue a customer was billef twice money withdrrawn from their account to my dropshipping comoany and my shopify store but in my store order it only shows one
Hi @Abihail , thank you for joining the thread. I understand you are also experiencing a similar issue. As I noted in my earlier replies this can be a standard process and the funds should be returned to the customer within 3-5 business days if it is just an authorization charge. If the customer does not receive the money back to their account and they believe the duplicate charge came from your store, please as the customer for screenshots of their banking statement and the descriptor/identifier for the charges and contact our support team for further assistance.
Out of curiousity, in the order details timeline do you see any failed purchasing attempts? If yes, then this is most likely just an authorization hold by their bank.