Issue: Customer is double billed for a purchase

This issue may be caused by either of the following:

  1. The customer clicked on the Complete Purchase button more than once during a purchase.
  2. The payment provider gateway (e.g. Braintree) did not generate a success response or generated a failure response, so the customer returned to the shopping cart and reprocessed the order. The payment is received by the payment provider but this is not communicated to the website or MYOBA/Salesforce, therefore there is no record of the first transaction in the St John systems.

The issue is identified by Finance when they do a reconciliation of the daily transaction list from the payment provider with the payments in MYOBA/Salesforce and cannot locate a payment in MYOBA/Salesforce which matches that in payment provider’s daily transaction list.

Finance will request IT Helpdesk to try to identify the payment in Salesforce and the website.

1. Finance will send you a ticket

This ticket will include a copy of the missing transaction / transactions. It will have key details including the transaction ID, date / timestamp, and amount. If finance has already located the payment in Salesforce they should include the URL in the ticket.

The most efficient way to find a payment in Salesforce is to search for the transaction ID, if this does not show a result, please follow Step 2. Identify the payments in Salesforce.

2. Identify the payments in Salesforce

In Salesforce, open the Payments screen.

Note: Below screenshot shows "All" list, Administrator should have their own personal list view to do this filtering.

Select the filter icon on the right-hand side of the screen, and add the filters to help you locate the payment, e.g. Payment Date and Payment Amount.

Click Save to apply the filters.

When you have identified the duplicate payments, record the payment IDs e.g. PAY-33658.

3. Identify the payments in the website

Unfortunately there is no search tool within the website for the payment transaction ID, instead you will need to rely on the amount and the timestamp of the transaction to locate the specific order.

When you have identified a potential order you will need open that order and check the payments page looking to see if the transaction ID's match.

When you find a match you will have located the correct order and can proceed to next steps.

4. Advise Finance

Once you have identified the duplicate payment, advise Finance who will organise a refund of the duplicate payment.