A one-time link was paid twice

What to do

1. Go to Orders and search for the email on the payment. The duplicate has an attention label.
2. Open it. At the top, Needs attention says a second payment arrived for a one-time link, and how the refund is going.
3. If it says it was refunded, you're done.
4. If it says we're refunding it, check again after a little while. If Stripe can't take the refund straight away, we try again a few times. If it still says this after a day, press the Refund button yourself, in the Refund card on that order.
5. If it says the refund failed, Stripe returned the money to your balance. Try the Refund card on that order, or pay the person back another way.

What happens automatically

• The refund runs through Stripe, on your own Stripe account, back to the payment method used.
• Dockstall's fee on that payment comes back in full.
• The person who paid gets an email saying their duplicate payment was refunded.
• Your first payment and its order aren't affected. The link stays closed, and the count stays at one.

We don't email you about a duplicate unless its refund fails.

Who bears the cost

The refunded amount comes out of your Stripe account, and Dockstall's fee is returned. Whether Stripe returns its own processing fee depends on Stripe, so check that payment in your Stripe dashboard. If your Stripe balance is low, Stripe decides how the refund is handled. See refunding when your Stripe balance is low.

When the money reaches them

Their bank and Stripe decide that. We can't speed it up, so if they ask, share the status you see in Stripe.

How this can happen

It's rare, because a one-time link allows only one open checkout. It can happen, for example, when a slow payment method confirms after the checkout was given up on and someone else has paid in the meantime.

When this doesn't apply

• It's a reusable link. Those can be paid many times, so nothing is refunded automatically. If it was a mistake, refund it yourself.
• You created two links. Each link is separate. Refund the extra payment yourself.
• The buyer sees two charges on one payment. Ask them to check their card statement again and look in your Stripe dashboard to see whether there are really two payments.