# 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.

Source: https://fidella.app/help/business/customer-says-they-were-charged-twice
Last reviewed: 2026-08-30

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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.