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Customer might be getting billed twice every month

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De Anna Sanders

14 May, 2015 10:35 PM

Hi Team,

Can you please look in to the following business accounts with us:
4d195b7a-b31a-11e0-baa3-40403c39f8d9.

This customer is currently in our $19/month plan, but has been receiving credit card statements showing Perkville charges on the 15th and 22nd of every month.

I'm afraid we are unable see anything on our side that indicates why. Please let us know if duplicate charges are going through in Cheddar Getter for this customer, and if so why?

1. Support Staff 1 Posted by Marc Guyer on 15 May, 2015 12:17 PM

   

   Hi De Anna -- This customer appears to have two separate accounts:

   https://cheddargetter.com/admin/customers/search/search/Trang+Nguyen

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2. Marc Guyer closed this discussion on 15 May, 2015 12:17 PM.

3. De Anna Sanders re-opened this discussion on 15 May, 2015 04:24 PM

4. 2 Posted by De Anna Sanders on 15 May, 2015 04:24 PM

   

   Hi Marc,

   Thanks for your reply. We did notice the second account. However, that
   account is currently in a free plan and doesn't have a payment method on
   file. So we are unsure as to why it might be getting billed. Can you please
   explain?

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5. 3 Posted by De Anna Sanders on 15 May, 2015 05:35 PM

   

   Hi Marc,

   We noticed the same credit card used for Urban Picnic might be on file for
   the business Bun Mee in Perkville as well. The credit cards end in the same
   four digits and share the same expiration date.

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6. 4 Posted by De Anna Sanders on 15 May, 2015 05:45 PM

   

   Hi Marc,

   Can you verify if Bun Mee and Urban Picnic have the same cards on file? The
   owner of Urban Picnic doesn't know about the other business. So we want to
   double check if this is actually the case.

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7. Support Staff 5 Posted by Marc Guyer on 15 May, 2015 08:16 PM

   

   Yes, both accounts are using the same card.

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8. 6 Posted by De Anna Sanders on 15 May, 2015 08:28 PM

   

   Hi Marc,

   Thanks for your message. When were the cards updated on each account
   please?

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9. Support Staff 7 Posted by Marc Guyer on 16 May, 2015 03:59 PM

   

   Here are the last update dates for the cards:

   Urban Picnic: 08/12/2014 17:01:49

   Bun Mee: 03/11/2014 14:54:38

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10. 8 Posted by De Anna Sanders on 18 May, 2015 07:02 PM

    

    Hi Marc,

    We would like to process a $285 refund for Urban Picnic. There doesn't
    appear to be a way to do so without clicking on each individual invoice on
    the account. Can Cheddar Getter please process this refund on our behalf in
    full?

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11. Support Staff 9 Posted by Marc Guyer on 18 May, 2015 07:10 PM

    

    This is impossible with your current merchant account. What you're asking for is called an "unlinked credit". Unlinked credits are possible but they're rare and your merchant account can't do it. Refunds must be linked directly to a transaction so the only way to do it is to refund the individual transactions. Also note that if a transaction is sufficiently old, it's not possible to refund it. This again depends on your merchant account. You could start by trying to refund the invoice from 15 months ago to see if the refund is successful before refunding the subsequent 14 invoices.

    Alternatively, you might choose to add a credit to the customer's subscription. Assuming no other changes, they wouldn't have to pay you for the next 15 months. Of course, you can always send them a check ;)

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12. 10 Posted by De Anna Sanders on 18 May, 2015 09:28 PM

    

    Hi Marc,

    I went ahead and processed the refunds individually.

    Thanks for letting us know.

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13. Marc Guyer closed this discussion on 19 May, 2015 12:09 PM.