Online payment being taken twice

[fabrication1]

Hi
We're experiencing an issue whereby square is taking a duplicate payment for each order taken on our website.

The order isn't being put through again to duplicate it, but there are 2 transactions showing for the payment. This isn't a recording error either as customers are contacting us saying they have been charged twice for the same item, and we are having to refund one of them

Any clues as to why this is happening please, as people are now christmas spending these aren't small amounts either, so it's not great for customer experience

Thanks

[fabrication1]

it's also not happening in our face to face shop transactions btw, just via the website over the last couple of weeks although it was fine before

[Emma_]

Hi @fabrication1, I'm sorry you're running into this. I have sent you a private message asking some information related to your account because we cannot share any personal and account specific information in this public thread.