A client says they were charged twice

This article helps you check whether a client was really charged twice. Often the second line on their statement is a pending hold that disappears on its own, or a membership renewal. If you find two paid purchases they didn't mean to make, refund one yourself. Your gym is the merchant, so Levflex can't refund it for you.

Before you begin#

• Ask the client for the dates and amounts on their statement.
• Sign in as the owner or an admin.

Troubleshooting#

• Does Payments → Client payments show two paid purchases for this client?
  • Yes
    Continue.
  • No
    The second line is probably a pending hold from an unfinished checkout. It drops off their statement within about 7 days. Nothing to refund.
• Are the two purchases for different things?
  • Yes
    For example a pack and a membership. Explain what each was for. If they didn't want one, refund it.
  • No
    Continue.
• Is one of them a monthly membership renewal?
  • Yes
    That's expected. Memberships charge every month until they're cancelled.
  • No
    Continue.
• Did the client get credits for both?
  • Yes
    It's a true duplicate. Refund one with the Refund box. The matching credits are removed. See How to refund a client's purchase.
  • No
    Contact support from levflex.com/help with both purchase dates.

Common mistakes#

Refunding the hold#

You can only refund paid purchases. Holds fall off on their own.

Not explaining credits#

Clients sometimes buy a pack, then book a session and think the booking charged them again. Bookings use credits and don't charge the card.

Ignoring disputes#

If a client disputes the charge, Stripe returns the money from your balance. Respond in the Stripe dashboard instead of refunding as well.

After you refund, tell the client it takes 5–10 business days to show on their card.