DUPLICATE CHARGE

Evidence for a duplicate charge dispute

The response should show whether the customer saw a temporary authorization, paid for separate orders, or received a refund for a true duplicate.

Records to gather

• Transaction logs showing each authorization and captured charge.
• Order numbers, timestamps, and item details for similar charges.
• An explanation of any temporary authorization that later cleared.
• Separate receipts when two valid purchases occurred.
• Refund confirmation if a duplicate was corrected.

How to organize the response

1. Place the two transaction timelines side by side.
2. Highlight the fields that distinguish separate orders or a hold from a final charge.
3. State plainly whether the customer paid once, twice for separate orders, or was refunded.

Do not describe an actual duplicate as a valid charge. If the merchant processed the same purchase twice, the response should document the correction.

Source: Shopify Help Center. FlatBrief summarized the checklist.

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