Customer got message that order failed, so they ordered twice and got billed twice

pianomom — Sat, 20 Sep 2025 10:03:54 GMT

I had a customer they other day that said they ordered a product twice and both times were "told" that the order didn't go through. Then they got charged twice and received two orders (digital product). On my end, I didn't see anything unusual. I got confirmation emails for both orders and all seemed fine. (I didn't notice it was the same customer on both orders, I don't usually look that close.) I only found out about her demise when she left a review on the product (4 star not 5) complaining about the duplicate order (see image). So my question is, how did she get "told" that the order didn't go through? I didn't tell her - so did my Square account send her a default message?

I did give her a refund for one of the orders. I also asked her what message she got that said it didn't go through. I'm still waiting for a response. Has anyone had a similar issue? Is there anything I can do to prevent this from happening again? Thanks!

Julie

pianomomsheetmusic.com

Re: Customer got message that order failed, so they ordered twice and got billed twice

RobynR — Sun, 20 Nov 2022 15:44:53 GMT

Hey @pianomom,

Welcome to the Community.

The customer's internet connection could be the cause, but I cannot pinpoint the issue without a screenshot of the error message. Have any other customers reached out since stating they experienced the same issue?

I look forward to your reply.

thread Customer got message that order failed, so they ordered twice and got billed twice in Payments Troubleshooting

Customer got message that order failed, so they ordered twice and got billed twice

Re: Customer got message that order failed, so they ordered twice and got billed twice