When a credit card payment is accidentally charged twice for a customer, the resolution process will depend on whether the settlement cutoff time (3PM PST on the same business day) has already passed for the charges.

If the settlement cutoff time has not yet arrived for one or both charges, you should simply void the payment on which the latter charge occurred. This will prevent the customer's card from being charged twice. Nothing further needs to be done in this case.

If the settlement cutoff time has passed for both charges, the customer's card will be charged twice. You will need to take several steps to process the refund and correct the customer's Accounts Receivable balance.

To correct a customer's credit card payment that was processed twice by mistake:

  1. Refund the customers credit card.
    1. Select the Plus icon (+) at the top, then Refund Receipt.
    2. Select the name of the customer.
    3. From the Payment Method drop down menu, select the type of credit card your customer uses (Visa, MasterCard, etc.).
    4. Make sure Process Credit Card is checked.
    5. Go to the Product/Service column then select the product/service item you use for refunds. (If you don't have an item for refunds, select Add New to set one up.)
    6. Enter the Amount as a positive number.
    7. Enter any other information you want saved with the refund.
    8. Select Save.

    (If you voided the extra payment, you will need to re-enter it, otherwise proceed to the next set of steps.)

    1. Select the Plus icon (+) at the top, then Receive Payment.
    2. Enter the customer's name and the amount of the payment.
    3. If there are invoices with open balances, clear any check marks next to them to un-apply the payment.
    4. Choose the credit card as the payment method and make sure the "Process credit card" box is NOT checked.
    5. Select Save.
  2. Create an invoice.
    1. Select the Plus icon (+) at the top, then Invoice.
    2. Enter customer's name.
    3. Go to the Product/Service column and select the product/service item you use for refunds. (Note: This must be the same product/service item you used when entering the refund in the steps above.)
    4. Enter the amount that was on the duplicate payment.
    5. Select Save.
  3. Link the invoice to the payment.
    1. Select the Plus icon (+) at the top, then Receive Payment.
    2. Enter the customer's name and leave all other fields blank on the form.
    3. Go to the Outstanding Transactions section select the check box for the invoice you created earlier.
    4. Go to the Credits section below, the form then select the check box to apply that credit to the invoice.  
    5. Select Save.
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