If your Customer got double charged on his card it could be because of any of the following reasons:

1. The Customer actually placed two separate orders - in this case two separate transactions for the customer would show in your Merchant Backoffice, and you would be credited for both the sums. You can refund any one of them to the Customer to resolve the issue

2. The Acquiring bank double presented their file - In rare circumstances the acquiring bank presents their file to VISA and the transaction gets duplicated during this process. In order to find this out you need to Create a Support Request with the below mentioned details -

- Order Description
- TrillionPay Tracking ID
- Amount of Transaction
- Customer Name
- Customer Card number
- Card expiry date
- Date of Transaction

Once we receive these details, the TrillionPay Support Team will track this transaction and revert back to you with clarifications.