Introduction

Double billing occurs when a customer is charged twice for the same transaction. This article explains the common causes of double billing and provides step-by-step guidance to resolve or prevent duplicate charges.

Common Causes

1. Multiple Settlements on a Single Authorization
   Some payment processors allow multiple settlements against a single authorization. Double billing may occur if two separate settlement calls are mistakenly submitted using the same authorization.
2. Duplicate Authorizations and Settlements
   Double billing can also result if both the authorization and settlement are inadvertently sent twice (for example, if a customer clicks 'Submit' multiple times or due to a system error).

Resolution Steps

• If the payment has been authorized but not captured:
  • Perform an authorization reversal.
  • For instructions, refer to Support Article: Search - How do I delete or reverse an authorization?
• If the payment has been authorized and captured, but has not transmitted (not yet settled):
  • Void the duplicate transaction.
  • • If your system supports API void calls, submit a void request using the transaction’s request ID.
    • Alternatively, log in to the Business Center, locate the transaction, and select VOID in the Transaction Search Details page.
    • For instructions on voiding, refer to Support Article: Search - Void a Transaction Using Business Center or API.
• If the payment has transmitted/settled:
  • Issue a credit or refund to the customer for the duplicate amount.
  • For instructions, refer to Support Article: Search - How to issue a follow-on credit.

Note: Always review transaction logs and system processes to identify and prevent the root cause of double billing.