Customer charged twice for online order

[JMtimber]

Morning all, we've had 2 customers this morning have reported that they have purchased on our website and then they've checked their bank who has debited the e.g. £150 from their account for the purchase and then put a hold/pending on their account for a further matching amount, essentially dropping their bank account by twice as much as the order was. Anyone else had reports of this? Any help would be great so we can let the customers know what is happening. Many Thanks. 

[MJD]

Id probably ask for evidence from the customer that this has gone out twice (if your records don't show it coming in twice), then if you have 2 transactions in, refund one. If not see if the money actually leaves the customers account or if the pending fails, hopefully square will be able to fix this most likely on Monday.

[Helen]

@JMtimber Helen here from the Community team at Square. It does sound like this is a pending charge on your customer's statement. Pending charges typically drop off a customer's statement within a couple of days. You can verify all of your sales from the Transactions section of the Dashboard, and any declined card payments (for example if the customer's first attempt to pay was declined) from the Transaction Status report. 

If you have a question about a specific transaction please call our CS team who'll be able to take a closer look.