I take a $100 deposit one day and the next day my customers card is charged again...WHY

[Gardener]

I charge my customer a deposit of $100 for accommodation via their credit card number and the next day $100 is charged again.   This has been happening for a while now.   It never happens with the final payment which is quite a larger amount.....any ideas

[lawnbrook]

@Gardener,

I've been using  Square for several years now and have literally never had it double charge anyone. Occasionally I've had the od glitch in the software but the underlying transactions have been rock solid.

Can you clarify a little more about your workflow. Are the initial payments part of an invoice, or just a regular tap/eftpos transaction? Is there any sort of pattern to the double charging? Are you using Square hardware or your own mobile device? Is their good connectivity where you are performing the initial charge?

Bruce

[Gardener]

Hi Bruce thank you for your response.....no tapping as such...and it is not part of an invoice that has been entered into the Sq system.   I just take it via my computer by entering in the details etc and charge, generate a receipt for the customer, send it off print one for me and all good.  For quite a few years there has been no problem BUT it has been happening for the last 2 years.

[Laurie_]

Hi @Gardener,

I wanted to jump in here to see if I can help get to the bottom of this with you!

Firstly, when your customers report being charged twice, are they seeing these charges on their bank statement? Specifically, how does it appear on their bank statement?

Additionally, when you check your transaction history after being informed of a double charge, do you see a second charge in your history, or is there only one charge recorded?

The reason for these questions is that pending charges might appear as duplicate charges on your customers' statements. While they show up, they aren’t deducted from the available balance and usually disappear within a few days if not processed.

Pending charges can occur due to various reasons, with connectivity disruptions being a common one. I hope this might be the case here, but I'll wait for your reply to confirm. If we can’t resolve this through the Community, you might need to contact our Support Team for a detailed review of your transaction history.

[Gardener]

Hi.....

#    The charges dont seem to disappear....the extra change is reported to me sometimes several months later sometimes sooner, from people who keep a close eye on their statements.   They also give me screen shots of their accounts for my information.

#     When I check my account it shows a second charge in my history but not in the SQ history.

#     For some reason this has only ever happened with the $100 deposit WHY god only knows......

[RobynR]

@Gardener Just to clarify, are you seeing a second charge in your transaction history? If so, could you please provide the transaction amount and date so we can investigate further?