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Handle a customer who was double charged

A double charge feels serious to the customer even when the second one is only a pending hold. Fast checking and a clear reply settle most of these in one message.

Last reviewed

Check what really happened

Look at the payment record first. Two charges, one charge plus a pending authorisation, and a charge from a duplicate account look alike to the customer and need different answers.

Refund a real duplicate straight away

Do not make them prove it. Refund the extra charge, say how long the bank usually takes and give the refund reference.

Explain a pending hold plainly

If it is an authorisation, say it will drop off by itself and roughly when. Offer to check again if it has not gone after that date.

Say sorry once and be specific

Name the amount and the date. Skip long apologies and explain in one sentence what went wrong, if you know.

Find the cause and fix it

Tag the ticket. Repeated double charges point to a retry bug, a double click on checkout or duplicate accounts, and each has a different fix.

Questions

How fast should we refund a duplicate charge?

As soon as you confirm it. Delay turns a simple mistake into a chargeback.

What if the customer sees two charges but our records show one?

Ask for a screenshot of the statement. It is usually a pending authorisation next to the final charge.

Should we give a credit as well?

Not by default. A quick refund and a clear explanation are enough. Add a credit only if the error cost the customer something real.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.