How can I resolve duplicate charges on a customer's PayPal account?

[Cheryltappa]

My customer says they were charged more than once on their account. Shopify notes on the order state: 

• $20.00 USD was captured on PayPal Express Checkout.

  10:40 AM

• $20.00 USD was authorized on PayPal Express Checkout.

  10:40 AM

• Unable to authorize $20.00 USD on PayPal Express Checkout.

  10:40 AM

  What can I do to see if this was in fact charged more than once? How can I get her the money back? 

[Greta]

Hi, @Cheryltappa!

Thanks for posting in the Shopify Community. Your customer should first contact PayPal to verify whether they were actually charged twice, or whether they're seeing an authorized charge and a posted charge. If the latter is the case, the authorization charge will disappear on its own and they will see they've only been charged once. 

If the customer was actually charged twice, you can get in touch with us through the Help Center for further assistance. 

Please let me know if you have any questions! 

[dearbasith]

I recently subscribed to the $1 monthly plan for the first three months, totaling $3, for my Shopify account. However, I have noticed that I was charged twice for this subscription. The first charge occurred on 15th January 2024, and surprisingly, another charge followed the very next day.

[Greta]

Hi, @dearbasith!

Thanks for reaching out — you definitely shouldn't have been charged twice in one month! Is it possible you opened a second store with separate subscription without realizing? I recommend entering your email into our recovery page, which will provide you with a list of all the stores associated with your email address. 

If it turns out you have multiple stores open, I recommend deactivating the ones you aren't using. If you need assistance with this, or if you aren't able to locate a second store, you can contact our live support team and we can investigate further. Simply head over to the Help Center, enter the details of your issue into the chat assistant, and click I still need help to be connected with a Support Advisor. 

Please let me know if there's anything else I can assist you with!