Duplicate charges can occur due to network errors, rushed re-processing, or human error. Addressing them quickly prevents chargebacks and protects customer trust.
Step-by-Step Instructions
- Open the Transactions app on your Clover device or log into dashboard.clover.com > Transactions.
- Search for the customer's transaction by name, card last four digits, or amount. Look for two identical or similar charges within a short time window.
- If the duplicate occurred in the same open batch (today): void the duplicate transaction by selecting it and tapping 'Void.' The authorization is released immediately.
- If the batch containing the duplicate has already settled: process a refund for the duplicate amount. Funds return to the customer within 3–5 business days.
- Contact the customer proactively to inform them of the error and the refund in progress. This prevents them from filing a chargeback.
- Document the incident, including both transaction IDs, timestamps, and the corrective action taken.
📌 Important Note: Proactive communication and fast refunds are the most effective way to prevent double-charge complaints from becoming chargebacks. Most customers appreciate the honesty.
Frequently Asked Questions
This typically occurs when a transaction is re-processed after a network timeout without first verifying whether the original transaction was captured. Always check the Transactions dashboard before re-charging.
Voided transactions show as pending on the customer's bank statement for 1–3 business days before dropping off. Provide the customer with the void confirmation number.
Yes. Train staff to always check the Transactions dashboard before re-processing after a network error. Enable transaction receipt prompts that require cashier confirmation.
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