https://community.squareup.com/t5/Payments-Troubleshooting/My-customer-was-charged-twice-on-2-different-cards-How-do-I/m-p/137567#M24737 <P>I have a customer who was charged for the same purchase on 2 different cards. Last Wednesday, we were having some network issues and her first payment method failed. She tried another card and that went through fine. I got an email from her today saying that her original card was charged for the purchase, along with the second card and she would like a refund. When I look through my transactions, I'm only seeing one charge. I know that typically an incomplete transaction will soft post on an account and drop off after 1-2 days, but it has now been 5 days, and my customer is understandably frustrated. What can I do to help resolve this without losing the $ myself?</P> Sat, 20 Sep 2025 14:10:50 GMT emporium32 2025-09-20T14:10:50Z https://community.squareup.com/t5/Payments-Troubleshooting/My-customer-was-charged-twice-on-2-different-cards-How-do-I/m-p/137567#M24737 <P>I have a customer who was charged for the same purchase on 2 different cards. Last Wednesday, we were having some network issues and her first payment method failed. She tried another card and that went through fine. I got an email from her today saying that her original card was charged for the purchase, along with the second card and she would like a refund. When I look through my transactions, I'm only seeing one charge. I know that typically an incomplete transaction will soft post on an account and drop off after 1-2 days, but it has now been 5 days, and my customer is understandably frustrated. What can I do to help resolve this without losing the $ myself?</P> Sat, 20 Sep 2025 14:10:50 GMT https://community.squareup.com/t5/Payments-Troubleshooting/My-customer-was-charged-twice-on-2-different-cards-How-do-I/m-p/137567#M24737 emporium32 2025-09-20T14:10:50Z https://community.squareup.com/t5/Payments-Troubleshooting/My-customer-was-charged-twice-on-2-different-cards-How-do-I/m-p/137636#M24738 <P>Hi <a href="https://community.squareup.com/t5/user/viewprofilepage/user-id/120507">@emporium32</a>! That sounds odd that the original charge is still showing on the customer's bank statement, but you're not seeing it on your transactions page. <span class="lia-unicode-emoji" title=":thinking_face:">🤔</span></P> <P>&nbsp;</P> <P>I'd suggest&nbsp;<A href="https://squ.re/contact" target="_blank">giving our CS team a call</A>. They'll be able to look at your transactions and figure out why it's showing on the customer's side and not yours.</P> <P>&nbsp;</P> <P>Good luck!</P> Tue, 05 Nov 2019 17:16:18 GMT https://community.squareup.com/t5/Payments-Troubleshooting/My-customer-was-charged-twice-on-2-different-cards-How-do-I/m-p/137636#M24738 nika 2019-11-05T17:16:18Z