Support Knowledge Base
Issue: Charged Twice / Duplicate Charge
신뢰도 높음답변편집: Cairni · 방금 · AI 생성v1
Symptom
The user reports seeing two charges on their payment method for the same billing period. Support — Tickets & FAQ.md
Common Causes
| Cause | Description |
|---|---|
| Failed-then-retried payment | A first charge attempt failed; the payment processor retried and both attempts appear on the statement. |
| Proration on upgrade | The user upgraded mid-cycle; one charge is for the original plan and one is a prorated charge for the new plan. |
| True duplicate | A genuine duplicate charge was issued — rare, but possible. Requires a refund. |
Support — Tickets & FAQ.md
Resolution Steps
- 1.Open the billing record for the affected account.
- 2.Check whether one charge is a proration — look for an upgrade event mid-cycle that would explain the second amount.
- 3.Check whether one charge is a retry — look for a prior failed payment attempt around the same date.
- 4.If it is a true duplicate charge, refund the duplicate amount and add a note to the ticket.
Support — Tickets & FAQ.md
Tip for agents: Resolve this fast — check the billing record *before* contacting the user so you can give a clear explanation on first reply.