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Member charged twice but invoice does not show in our back end

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Aysia Wright

25 Nov, 2013 03:29 PM

Hello - This member - Yeiza Reyes (customer code 1733), has let us know that she sees two charges on her statement as follows:

November 21, 2013
Transaction ID: Z5Q1OAEX3I

Store Purchase GOODEBOX.COM

• $16.00 November 22, 2013
  Transaction ID: 7ADSEHN56Zi

We only see one when we look at her account. This is a little disconcerting. Please look into this and scan our account to make sure this has not happened with any other member. Please advise on why it happened, how to prevent it from happening and how we can make sure she is issued a refund. Is it a real transaction? Were funds transferred? There are 2 transaction ID's. We have asked if she has two accounts by accident and she said no, but if you could also check based on the transaction ID's.

Thanks.

1. 1 Posted by Jess Pendley on 25 Nov, 2013 04:09 PM

   

   Hi Aysia--

   If you look at the customer's invoice history, you'll see that on their October statement - invoice #14804 - they had three declined transactions on 10/4, 10/6, and 10/8. Then on 11/21, after they had updated their payment information, they were then charged for the original October invoice.

   You can issue a refund on the October invoice by going to the customer's invoice history, opening invoice #14804, and hitting the "issue refund" button at the bottom.

   • Edit

2. Jess Pendley closed this discussion on 25 Nov, 2013 04:09 PM.

3. Aysia Wright re-opened this discussion on 25 Nov, 2013 04:12 PM

4. 2 Posted by Aysia Wright on 25 Nov, 2013 04:12 PM

   

   Aha!! I totally missed that. Thank you and that makes me feel much better
   :)

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5. 3 Posted by Jess Pendley on 25 Nov, 2013 04:12 PM

   

   No problem, just let us know if you need anything else. :)

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6. Jess Pendley closed this discussion on 25 Nov, 2013 04:12 PM.

7. Aysia Wright re-opened this discussion on 25 Nov, 2013 04:12 PM

8. 4 Posted by Aysia Wright on 25 Nov, 2013 04:12 PM

   

   How do I prevent that from happening when a customer is declined, account
   cancels, then some time later, they rejoin? I don't want them to be
   charged for an old invoice like that as it's no longer in sync with our
   shipping schedule.

   Thanks,
   Aysia

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9. 5 Posted by Jess Pendley on 25 Nov, 2013 05:14 PM

   

   Hi Aysia --

   You can have your app listen for that cancelation hook, then run the "Waive" api call, which will balance out that outstanding invoice. Then if the customer reactivates their account they won't be charged.

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10. Jess Pendley closed this discussion on 25 Nov, 2013 05:14 PM.

11. Aysia Wright re-opened this discussion on 25 Nov, 2013 05:23 PM

12. 6 Posted by Aysia Wright on 25 Nov, 2013 05:23 PM

    

    I was under the impression that the Waive invoice gave them a Credit -
    meaning it will be treated in essence like they have paid that invoice, not
    skipped it.

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13. 7 Posted by Jess Pendley on 25 Nov, 2013 05:27 PM

    

    Hi Aysia --

    What will happen is after a customer has failed to pay - and their card has been declined the three times that you have set - their account will be cancelled. But when the app hears that cancellation hook, it will run the Waive call, which will balance the invoice to $0.00 but will not reactivate the account. Then. if the customer was to reactivate the account in the future, instead of being charged for what CG is assuming is an outstanding payment, they will reactivate with a balance of $0.00.

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14. Jess Pendley closed this discussion on 25 Nov, 2013 05:27 PM.

15. Aysia Wright re-opened this discussion on 25 Nov, 2013 05:29 PM

16. 8 Posted by Aysia Wright on 25 Nov, 2013 05:29 PM

    

    Got it. So, for accounts that don't cancel though, if we use Waive, it
    will basically be treated as paid, correct?

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17. 9 Posted by Jess Pendley on 25 Nov, 2013 06:57 PM

    

    That's correct.

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18. Jess Pendley closed this discussion on 25 Nov, 2013 06:57 PM.