Customer says they were charged twice (duplicate payment)

Modified on Fri, Mar 6 at 1:01 PM

Customer says they were charged twice

Before reversing anything, confirm that two separate completed transactions actually exist in DealerWorks. A single Approved charge plus an incomplete attempt is not a duplicate.

Step 1 — Confirm the duplicate

1
Open Transactions.
2
Search by customer name or RO/invoice number.
3
Look for two transactions showing the same amount, date, and Approved status.

Only one Approved transaction?

Do not reverse anything. The second item may be a payment request with a Challenged or Failed status — those are not completed charges. Only reverse when you can confirm two Approved transactions exist.

Step 2 — Reverse the duplicate

1
On the duplicate transaction row, click the ⋮ action menu.
2
Select Reverse Transaction.
3
Enter a reason in Reason (Credit Memo) — for example: "Duplicate charge — customer charged twice on [date]."
4
Review the Reverse Amount to confirm it matches the duplicate charge.
5
Click Refund Transaction, then Refund Transaction again to confirm.

What happens next

If processed the same day as the original charge (before the batch closes), it is handled as a void. If processed on a later day, it is a refund — the customer typically sees the return within 3–5 business days.

Common issues

Situation	What to do
Reverse Transaction is greyed out or missing	You may not have the required permission. Contact your DealerWorks admin.
Unsure which transaction is the duplicate	Compare timestamps — the first Approved transaction is typically the original. Do not reverse until you are certain.
Customer insists on two charges but only one appears	Ask the customer to share their bank statement. The second item may be a pending authorization that will drop off automatically — not a completed charge.

Need more help?

Contact DealerWorks Support with the transaction IDs for both charges, the date, the RO number, and the amount.