Payment Debited Twice

In the digital age, payment discrepancies, such as a payment being debited twice, can occur due to various reasons. This guide provides a comprehensive approach to resolving such issues efficiently, ensuring customer satisfaction and maintaining trust. 

### Case Overview

When a customer reports that their payment has been debited twice, it's crucial to address the issue promptly and accurately. Follow these steps to resolve the case effectively:

### Initial Customer Interaction

Start by expressing empathy and assuring the customer that you will investigate the issue immediately. Use the following verbiage: 

"I'm sorry for the inconvenience. Let me check that for you right now."

### Information Gathering

1. **Request Customer Details**: Ask the customer to provide their registered mobile number associated with their Shory account. 

2. **Access Customer Profile**:

   - Navigate to the Admin Portal.

   - Go to the 'Customer Profile' section and select 'Customers List'.

   - Locate the customer by searching with the provided mobile number.

3. **Review Customer Details**:

   - Click on the customer’s email link to access their detailed profile.

   - Click on the Policy No to view the policy details.

### Payment Verification

4. **Reconciliation Report**:

   - Access the Payment Gateways Reconciliation Report.

   - Use the Policy No in the search bar to find the Shory Transaction No.

5. **Payment Status Check**:

   - Search for the Shory Transaction No on the Payment Checkout portal.

   - Select the date range of the purchase to verify the payment status.

6. **Analyze Payment Records**:

   - Click on one of the customer’s payment records.

   - Copy the customer dummy email displayed on the right panel.

   - Re-search payments using the customer dummy email.

### Payment Status Scenarios

- **Two Captured Payments**:

  - Inform the customer that the extra amount will be refunded within 2 hours.

  - Escalate the case to the L2 Team for further processing.

- **One Void and One Captured Payment**:

  - Advise the customer that only one payment was captured and suggest they contact their bank for further details.

- **Void and Declined Payments**:

  - Inform the customer that no payment was captured and recommend contacting their bank for more information.

### Further Escalation

If the customer insists that the payment was debited twice:

- Request a copy of their bank or credit card statement.

- Escalate the case to the L2 Team upon receiving the bank statement.

- The L2 Team will liaise with the finance team and initiate a refund within 2 business days if a double capture is confirmed.

### Conclusion

Handling payment issues requires a structured approach to ensure customer satisfaction and trust. By following these steps, you can resolve double debit cases efficiently, providing a seamless experience for the customer.