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Captured PayPal Payment Twice

New Member
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So, I believe I’ve made a mistake. My customer paid with PayPal. I captured the payment twice by mistake and it’s now saying I owe the customer money. Only one transaction has gone through on my PayPal, so I’m not sure if it actually took money from her, or if it just says that because I double captured the payment. Please help. 


Reply 1 (1)
Community Moderator
Community Moderator
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Hey, @designsbyzel!

Given that the payment went through Paypal, it is likely that the amount is currently "pending" and the order was marked as paid which would result in showing that you charged the customer twice. If the pending amount hasn't cleared, then it is likely that Paypal is either processing these funds, or the funds are waiting to be claimed through your Paypal account. What you'll want to do is reach out to Paypal support with the information you find in the order timeline. If you open the order, scroll down to the bottom, you should see the pending amount appear. Click on this line to expand the payment provider information which will provide you with the information you need to provide Paypal to track the funds. From there, they will be able to see if there was a double charge and provide steps on how to get that rectified. 

Trevor | Community Moderator @ Shopify (Out of Office until Sept 7th)
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