How Can I Resolve Account Charge Discrepancies, Such as Duplicate or Post-Cancellation Charges?
If you notice discrepancies in your account charges, such as duplicate payments or charges made after an account cancellation, there are documented steps and tools to help ensure any errors are resolved.
Understanding Post-Cancellation Charges
Charges that occur after an account cancellation are considered invalid and should be handled with the practice. If this happens, the recommended procedure is:
Identify and review the charges to confirm they occurred after your cancellation date.
Contact the practice associated with the app you made the purchase through. Identify and review the charge with the practice and ask to be refunded for any post-cancellation charges.
Once reviewed and validated, these charges will typically be refunded. For example, refund requests for charges made in error post-cancellation are often accepted and result in refunds.
If they practice refuses the refund you can contact RepeatMD Support for further assistance with the refund by clicking on the Account button in your app and selecting App support.
Practice Admin Steps to Verify and Investigate Apparent Duplicate Charges
Duplicate charges can sometimes appear on your statement due to miscommunications or banking errors. Here’s how you can verify if a customer was correctly charged:
Check the Shop Summary Report: - Log into the Admin Portal and review the Shop Summary report to confirm the number and amounts of charges recorded. This report updates in real-time and reflects successful charges.
Cross-reference the Stripe Dashboard: - Log into your Stripe account and verify the transaction history under the "Transactions" and "Payouts" sections. Check that only one successful charge exists for the customer in question.
Verify With the Bank: - If the bank statement shows multiple charges but the portals above report only one, it’s likely a display or notification glitch on the bank’s side. Ask the cardholder to monitor their account for updates and confirm the transaction status directly with their bank.
Practice Admin Tools and Methods for Resolving Charge Discrepancies
Shop Summary Report
This internal tool provides a detailed overview of all transactions associated with your account, simplifying the process of validating charges.
Stripe Dashboard
The Stripe platform offers a robust view of all payments and payouts, helping to accurately match transactions and detect any potential discrepancies.
Customer Guidance
In cases of notification or display glitches on the bank’s side, it’s important to notify the customer to monitor their banking statements and directly involve their bank to address errors.
By following these steps and leveraging available tools, users can quickly investigate and resolve account charge discrepancies, ensuring accurate financial records and a smooth payment experience.