To establish a clear procedure for resolving cases where duplicate shipments occur as a result of synchronization errors between DigiStore24 (DS24) and KON.

1. Identification of Issue

   • If multiple orders are created in KON but Digistore24 reflects only one successful payment, the issue is deemed a system sync error between DS24 and KON.

   • These cases are not refund situations, as the customer has only been charged once.

2. Customer Communication

   • Inform the customer that the system error caused multiple shipments of the same order.

   • Advise the customer that no additional charges were made and that they may keep the extra products.

   • Encourage a friendly tone, and let the customer know they can share the extra bottles with friends or family.

3. Refund Handling

   • No refund is to be issued in these cases since the customer was charged only once.

   • As the payment was processed externally through DS24, the refund process does not apply.

4. Shipping and Returns

   • To avoid unnecessary costs, return shipping will not be arranged or required.

   • Customers are not obligated to send the extra products back.

5. Internal Documentation

   • Support agents must leave clear notes on the order stating:

     • Example: Duplicate shipments caused by DS24–KON sync error. Customer charged once per DS24 record. Advised customer to keep the extra products; no refund issued.

Summary: 

If a customer receives multiple shipments but only one payment is reflected in Digistore24, treat the case as a system sync error, not a refund case. The customer may keep the extra items, and no refund or return shipping should be processed.