Overview

If a client receives multiple payment receipts or notices what appears to be a duplicate charge, there are two clear ways to investigate. This guide walks through both paths, either via Core or by involving the client directly, to confirm whether a duplicate payment occurred and how to resolve it.

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Prerequisites

• Access to the client’s Payment History in Core
• Client confirmation if needed (bank statement or email receipts)

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Step 1: Investigate via Core (Date Processed vs Invoice Date)

1. Go to the client’s profile in Core
2. Navigate to the Payment History tab
3. Look for two entries with:
   • The same amount
   • The same Date Processed
   • The same Invoice Date
4. Click the View icon on both entries
5. Check the Invoice Number on each

Tip:

• If both entries have the same invoice number, the client has been double charged.
• If they have different invoice numbers, it may be a reattempt of a failed payment or a separate invoice that was processed on the same day.

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Step 2: Ask the Client to Confirm (Invoice + Bank Statement)

If you don’t have clear information or need client input:

1. Ask the client to check their invoice numbers and payment dates from their email receipts
2. If the numbers and dates are identical, have them check their bank account:
   • If only one charge appears: it’s not a double charge.
     This is likely a delayed confirmation email—some banks take 3–5 business days to move a payment from “pending” to “approved”
   • If two charges appear for the same invoice: the client has been double charged

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Step 3: What to Do if the Client Is Double Charged

If duplicate charges are confirmed:

• If the invoice is duplicated on Core, a refund can be issued directly from there.
• If not, and the client has proof of the double charge (but it isn’t reflected in Core):
  • The payment gateway must be contacted to assist
  • Please, contact support@hapana.com to open a ticket for gateway-side investigation and refund

Tip: Attach screenshots of both the invoice and the bank statement when contacting support for faster resolution.

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Expected Outcome

Once confirmed, duplicate payments can be refunded either within Core or with help from the gateway provider. This ensures your clients are not overcharged and their trust is maintained.

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FAQs

Q: Can a duplicate receipt mean a duplicate charge?

A: Not always. Often it’s a delayed second receipt from the bank confirming a pending payment was approved.

Q: What if the payment doesn’t show up twice in Core but the client has two charges?

A: Contact support with the client’s proof. The payment gateway will need to investigate and potentially refund.

Q: How long do banks take to finalize pending payments?

A: Typically 3–5 business days, depending on the bank.

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Still unsure? Reach out to our support team via support@hapana.com