A customer was charged twice
It looks like a double charge, but most of the time one of the two is a temporary hold that disappears by itself.
Check what actually happened
- Open Payments and search for the customer.
- Count the payments with the status Succeeded for that invoice.
| You see | What happened | What to do |
|---|---|---|
| One succeeded, one failed | The first attempt failed; the bank shows a pending hold | Nothing. The hold drops off in 3 to 5 working days |
| Two succeeded | The customer paid twice, for example from two browser tabs | [[Refund a customer |
| One succeeded | The second charge is on another invoice, or from another company | Ask the customer for the date and amount on their statement |
Tell your customer
Tip: customers worry less when they hear from you first. Something like: "We can see the second charge is a temporary hold from your bank. It will disappear within five working days and you won't be charged twice."
Still stuck?
Contact support with the payment IDs (they start with pay_). We'll look at what the card network recorded.
For payments that failed and were retried, see Handle failed payments.