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How to correct a customer's credit card payment that was processed twice by mistake

When a credit card payment is accidentally charged twice for a customer, the resolution process will depend on whether the settlement cutoff time (3 PM PST on the same business day) has already passed for the charges. If the settlement cutoff time has passed for both charges, the customer's card will be charged twice.

Refunding the customers credit card

If the card is charged twice, you will first need to refund the customer's credit card.

  1. Select Create ⨁.
  2. Under Customers, select Refund Receipt.
  3. Select the name of the customer.
  4. From the Payment Method drop down menu, select the type of credit card your customer uses (Visa, MasterCard, etc.).
  5. Make sure Process Credit Card is checked.
  6. Go to the Product/Service column then select the product/service item you use for refunds. (If you don't have an item for refunds, select Add New to set one up).
  7. Enter the Amount as a positive number.
  8. Enter any other information you want saved with the refund.
  9. Select Save.

If you voided the extra payment, you will need to re-enter it with the following steps:

  1. Select the Create ⨁ icon, then select Receive Payment.
  2. Enter the customer's name and the amount of the payment.
  3. If there are invoices with open balances, clear any check marks next to them to un-apply the payment.
  4. Choose the credit card as the payment method and make sure the "Process credit card" box is not checked.
  5. Select Save.

Creating an invoice

You will then need to create an invoice:

  1. Select the Create ⨁ icon, then Invoice.
  2. Enter customer's name.
  3. Go to the Product/Service column and select the product/service item you use for refunds. Note: This must be the same product/service item you used when entering the refund in the steps above.
  4. Enter the amount that was on the duplicate payment.
  5. Select Save.

Linking the invoice to the payment

Lastly, you will then need to link the invoice to the payment:

  1. Select the Create ⨁ icon, then select Receive Payment.
  2. Enter the customer's name and leave all other fields blank on the form.
  3. Go to the Outstanding Transactions section select the checkbox for the invoice you created earlier.
  4. Go to the Credits section below, the form then select the checkbox to apply that credit to the invoice.
  5. Select Save.

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