Question
Your client has been charged twice on their credit card, but the duplicate transaction doesn’t appear on their client profile. Why do these charges not match?
Answer
This issue may occur when a client’s credit card is added to another client’s profile. If your client has received a duplicate charge on their credit card, you must void or refund a duplicate transaction from the All Sales Report.
To void or refund a duplicate transaction, follow these steps:
Click the App Drawer button
then click View All > Setup > Reports > Sales > All Sales.Adjust the date range to include the month of the duplicate transaction on the client’s credit card.
In the report, find the duplicate transaction. Use the Search option or add filters to easily find it.
Under the Action column, void or refund the transaction:
To void a transaction, click the Action
button, select Void Transaction, then click Void.To refund a transaction, click the Action
button, select Refund, then click OK.