Payment Failed but Customer Charged?

  • Resolved recoverybee

    (@recoverybee)


    2 years, 12 months ago

    I have a customer whose payment failed the first time she placed an order–the note says she used the wrong zip code. She placed an order the second time successfully but she just sent me a screenshot of her banking app and it says she was charged twice. I imagine this first charge will be reversed through her bank; I’ve worked in customer service for most of my life so I understand that but she’s obviously concerned. Is there anyone on my end I can contact to make sure the payment will be reversed? Or does she need to contact her bank?

    I use Paypal to process payments but I’m not sure if she checked out through PayPal or with a credit/debit card.

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  • Hello there,

    I use Paypal to process payments but I’m not sure if she checked out through PayPal or with a credit/debit card.

    If the payment was made via PayPal this is where you will need to check, because we do not have access to the card details that are inside PayPal.

    For better assistance, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

    We’ve not heard back from you in a while, so I’m marking this thread as resolved. Hopefully, you were able to find a solution to your problem! If you have further questions, please feel free to open a new topic.

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