Return the extra payment without waiting for the customer to call their bank — issue the refund from your dashboard. The cause is usually technical: the buyer pressed the button twice, or the store never received the status of the first payment.
What to do straight away
- Check the transactions: two payments for the same amount minutes apart are almost certainly a duplicate.
- Refund the extra payment in full.
- Write to the customer before they write to you — that defuses most of the conflict.
- Check whether a dispute is already open; if so, coordinate the refund with the dispute process.
If the payment has not settled yet, cancel instead of refunding — the difference is covered in a separate answer.
Why duplicates happen
- The buyer hit "Pay" several times without waiting for a response.
- The store never received the webhook for the first payment and asked for payment again.
- The customer returned to an old payment link and paid a second time.
- Connectivity problems on the buyer's side: the page reloaded and the payment went twice.
How to prevent them
- Disable the pay button after the first click.
- Treat the server-side payment status as the source of truth, not the buyer's return to a page.
- Tie a payment to an order id and check whether it is already paid.
- Limit how long payment links stay valid.
The refund process is described in the refund and chargeback policy.
