Hello,
I got a mail from a customer that tried to make an order and got this error message “Your payment details could not be verified. Check your card details and try again”
So this customer tries agian and again with the same result. After checking his bank balance he noticed that the amount was deducted 5 times from his credit card but my shop did not get the order.
On his credit card statement it states “SOGP ventures LLC Diberville USA” 5 times.
Did anyone had this problem before ?
@Seraso have you guys gotten in touch with Shopify customer support yet or the support team of their payment medium? I think that’s the most important step to take now.
It sounds like your customer’s bank is placing multiple authorization holds for the attempted payments. These holds can appear like charges, but they usually drop off automatically after a few business days if the payment was declined.
A few things you can check:
Payment provider logs – In your Shopify admin, go to Orders → Abandoned checkouts or Settings → Payments → View payouts (or the relevant payment provider dashboard) to see if any transactions attempted to process.
Fraud or AVS settings – Sometimes a mismatch in address, ZIP code, or CVV causes the payment processor to decline, even if funds are available.
Payment provider support – If you’re using Shopify Payments, contact Shopify Support with the customer’s email and approximate timestamps so they can investigate. If it’s a third-party gateway, reach out to them directly.
For now, you can reassure the customer that they haven’t been charged multiple times — the bank should release the holds shortly. If they don’t drop off after a week, the customer should contact their bank to have them removed.
Think some little mistakes