Orders and payments
A customer says they were charged twice
A retried checkout returns the original voucher rather than taking a second payment, so a genuine double charge is unlikely. Ask them for both references and send them to Fidella support. Pending card authorisations that later disappear are their bank, not a second charge.
Almost always a display artefact rather than a duplicate payment.
What the system does
If checkout is retried after a payment already succeeded, it resolves to the original voucher instead of starting a fresh purchase.
Pending authorisations
Cards commonly show a pending amount that later drops off. That is the bank, not a charge.
If it is real
Both references and roughly when. Two similar purchases minutes apart is the pattern support resolves quickest.
Common questions
Should I refund it from my side?
Not before it is confirmed. Refunding a charge that never existed creates a second problem.
They are threatening a chargeback.
Ask them to let support look first. A chargeback takes weeks, is heavy-handed, and is hard to reverse.
Related terms
- RefundReturning a paid voucher's value to the original purchaser's card.
- ChargebackA card issuer reversing a payment at the cardholder's request.
- VoucherAn entitlement a customer holds and can redeem at the business that issued it.
- Merchant of recordThe party legally responsible for a card transaction.
Still stuck?
Send us the details and we will pick it up. The form opens with "Orders and payments" already selected.