Duplicate Charge On Bank Statements

A customer may notice on their bank statement that an amount appears to have been charged twice, even though only one payment was actually processed. This can be confusing.

⚠️ Please note: The checkmark or cross next to the payment in the Klearly app is always the definitive indicator of whether a transaction was successful.

There are two possible situations:

1. The customer actually paid twice

   Sometimes a customer accidentally pays twice for the same order. In this case, you can easily refund one of the payments via the transaction list in the Klearly app.
   👉 See here how to use the transaction list.

2. The amount appears to be charged twice, but only one payment was made

   This is what we call ghost payment. In most cases, it’s a temporary hold placed by the customer’s bank. It may look like the amount has been charged twice, but one of the charges will be automatically reversed. No action is required on your part.

What To Do If The Refund Doesn’t Happen Automatically

In most cases, a duplicate hold is corrected within 3 business days. If the amount has not been refunded after this period, advise the customer to contact their bank directly.

⚠️ Please note: Always make sure you are using the latest version of the Klearly app to avoid unnecessary issues or delays in payments.

Dutch Consumers' Association

Worried about duplicate charges? That’s completely understandable. The Consumer Association clearly explains in this article how ghost payments occur and why the money typically isn’t actually lost.