What it means:

The customer says you charged their card multiple times for the same product or service.

Required to overturn dispute:

Demonstrate that each charge was for a separate product or service.

How to respond:

Determine if your customer was incorrectly charged multiple times. If they were, you should accept the dispute, which you can do by not submitting evidence. It is not possible to issue a refund once a charge has already been disputed.

If there were two or more separate transactions, get in touch with your customer. If you understand what their complaint is, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, getting them to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute (including the email if you corresponded by email, included as evidence showing delivered service and / or customer satisfaction through communication), as well as the evidence below.

Collect any and all information documenting that the two transactions were separate. This might include copies of the sales receipts – if the receipts don’t include the items purchased, be sure to include an itemized list. The receipts should clearly indicate that the two transactions are not charges for the same items or services. If you’ve been able to get in touch with the customer you should be sure to address any concerns they had in your evidence.

    • Duplicate Charge Differences Explanation: An explanation of the difference between the disputed charge and the prior charge that appears to be a duplicate.

    • Duplicate Charge Documentation: Documentation for the prior charge that can uniquely identify the charge. This document should be paired with a similar document from the disputed payment that proves the two payments are separate.

    • Original Charge Documentation: Documentation for the prior charge that can uniquely identify the charge. This document should be paired with a similar document from the disputed payment that proves the two payments are separate.

If an offline service was provided: Provide service documentation for the disputed charge as Original Charge Documentation and separate documentation for the other charge as Duplicate Charge Documentation.


How to prevent it:

Monitor your transactions regularly. If a double charge does happen accidentally, refund the second charge right away and get in touch with your customer. Sending detailed receipts that explain each charge will also help prevent this type of dispute in the future. If a pattern of double charges starts to emerge, report it to RSportz right away at http://help.rsportz.com.