Help! Customer double charged - POS stuck in "Partial Payment"

[oncoferment]

We have a transaction stuck in "partial payment" that we cannot clear from our dashboard. At the time he did not see the charge go through his bank so we rang up a custom duplicate amount in order to charge the customer, then we learned both payments were charged to his bank account. Only one came from our bank account though! 
We are looking to refund the extra charge to this cutomer, but since it's not coming from our bank, we are stuck. And so is the transaction! We have escalated this through our square rep on Tuesday (today is Saturday) but so far have not heard back. We believe Square should refund the customer, or perhaps refund us if we end up refunding the other charge we created to send the customer on his way. Now we are stuck...thoughts?

[MayaP · Accepted solution]

Hey @oncoferment, thank you so much for being patient while I got back to you. I want to make sure this gets sorted out for both you and your customer. Since we are discussing account information, I moved this thread to a different board for privacy.

When I look at your account, I see two charges for that customer on November 7, 2025. One of the transactions was refunded on November 17, 2025 and is currently pending. Just to confirm, you still need to refund the second transaction, but you only received one payment?

When you check your transfer report, do you only see one deposit for that customer? Let me know so I can take a closer look and help you figure out the next steps.