Double charges and checkout errors put through
A shopper who sees two charges and can't reach anyone calls their bank. The agent finds both orders or the pending authorization, explains what it sees in plain words, and puts them through to your payments person before a chargeback starts.
A caller says they were charged twice, charged after an error, or charged for an order they don't see.
Finds the orders and payments on file, explains what it sees, warm-transfers to payments.
Payment problems solved on the phone instead of in a chargeback, with the details ready.
How it works
- Stays calm with them
Money worries come in hot. It acknowledges that first, then asks for the email on the order and the amounts they see.
- Looks at what's on file
One order or two, paid or pending. A checkout error often leaves an authorization that never became an order.
- Says what it sees
"I see one order, 10512, and a second attempt that didn't go through." How your store explains pending holds, in your words.
- Puts them through
Warm-transfers to the person who handles payments, with a short private summary of both charges.
- Keeps the promise when nobody's free
Takes the details, sends them to payments by text and email at once, and gives the caller the reply time you set.
- Flags a real duplicate
Two paid orders for the same items are flagged for a refund decision, which stays with your team.
Example call
- CustomerHi, I tried to order last night, got an error, tried again, and now I see two charges of 94 dollars on my card.
- AI agentThat's frustrating, and I'm glad you called. What's the email you used? ... Thanks, Jen. I see one order, number 10512, for 94 dollars, and a second attempt a minute earlier that didn't complete.
- CustomerSo am I paying twice?
- AI agentOur policy says a failed attempt can show as a pending hold that drops off in a few business days. I'd like Mark, who handles payments, to confirm that for you. Can I put you through?
- CustomerYes please.
- AI agent(privately, to Mark) Jen Boucher, order 10512 for 94 dollars, plus a failed attempt a minute earlier now showing as a charge on her card. Wants to know she isn't paying twice. Connecting.
After the call: Mark confirms the hold is a pending authorization and stays on with Jen until she's satisfied. The call summary sits on her customer record in case she calls again.
What your team gets
- Payment calls warm-transferred with both charges summarized
- Order numbers and amounts checked before anyone says a word
- Your own pending-hold explanation given the same way every time
- Real duplicates flagged for your refund decision
- Fewer chargebacks from shoppers who couldn't reach you
Questions
Can it refund the second charge?
No. It finds what happened and puts the caller through. Refunds stay with your payments person.
Does it ask for card numbers?
Never. It finds the order by email, name and order number, and at most the last four digits shown on the order.
What if nobody is free to take the transfer?
It sends the details by text and email right away and tells the caller when to expect a reply.
Hear it on your phone
Request a demo call and the agent phones you, set up for online stores like yours.