My customer was charged twice on 2 different cards. How do I refund them?

[emporium32]

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?

[nika]

Hi @emporium32! 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. 🤔

I'd suggest giving our CS team a call. They'll be able to look at your transactions and figure out why it's showing on the customer's side and not yours.

Good luck!