Why is a customer being double charged?

Introduction

If a customer reports being charged twice for their subscription, it’s important to identify whether it’s a true duplicate charge or a result of multiple subscriptions, manual orders, or retry logic. This guide will help you investigate and resolve the issue quickly.

1. Common reasons for double charges

✅ Two active subscriptions

The customer may have accidentally subscribed twice to the same product, especially if:

• They re-submitted the form after a failed attempt
• They placed two orders during a promotion
• They clicked a Klaviyo email more than once

How to check:

• Go to Roadmap Admin → Subscriptions → Search by email
• Look for multiple active subscriptions under their name

✅ Manual “Order Now” was triggered

Someone on your team may have clicked “Order Now” in the admin to manually trigger a delivery — which charges the customer immediately.

How to check:

• Go to the subscription and look for manual order actions in the activity log

✅ Dunning retry and successful payment overlapped

If a payment failed and Roadmap retried it, but the customer also updated payment info or re-ordered manually, both charges may have gone through.

How to check:

• Look at the dunning timeline for the subscription
• Check if a retry and new order happened close together

✅ Duplicate payment method in Shopify

Rarely, a customer’s payment method might be saved twice in Shopify due to a provider sync issue, causing two charges for one order.

How to check:

• Cross-reference with Shopify orders and payment records
• Look for identical timestamps or two Shopify orders with the same contents

2. What to do if it’s a true double charge

• ✅ Refund one of the charges via Shopify Admin
• ✅ Cancel or merge duplicate subscriptions in Roadmap
• ✅ Apologize to the customer and confirm the issue has been resolved

3. Preventing future double charges

• Consider adding “Already Subscribed?” logic to the product page
• Review your Klaviyo flows for duplicate call-to-actions
• Educate your team on the effects of “Order Now” and dunning overlaps

FAQs

Can customers be charged for both a prepaid and recurring plan?

 Yes — if they subscribed to both, unintentionally or via separate SKUs.

Can I see all subscriptions tied to one email?

 Yes — use the customer’s email in Roadmap Admin → Subscriptions to view everything.

What if I’m unsure which charge is valid?

 Look at the order numbers, timestamps, and items — the duplicate is usually clear.

Summary

A customer may be double charged if:

• ✅ They have multiple active subscriptions
• ✅ A team member manually triggered a charge
• ✅ Dunning retries and manual orders overlapped
• ✅ There’s a rare payment method duplication

Review their subscriptions and orders, refund the duplicate, and take steps to prevent repeat issues.

Need help investigating a billing issue? [Contact support →] and we’ll help sort it out quickly.