If a customer says that they have been charged twice, you can verify this in the Dashboard.
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Sign in to the Dashboard.
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Go to Payments > Processing > All payments.
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Search by the last four digits of the card number to find relevant transactions.
If you see only one relevant transaction, contact your account manager or request support with the following information:
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Cardholder's bank statement showing the two charges
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Payment ID
If you see two relevant transactions, contact your account manager or request support with the following information:
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ARN for both transactions – For more details, see Find an Acquirer Reference Number.
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Payment IDs of both transactions