Restitution, double payment

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  sanderchan · Member · Sep 12, 2016 at 9:27 am

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  Dear Ms./Sir.,

  I made a purchase on 2016.9.9, of 99 EUR. However, I cancelled this purchase and received 86 EUR back (including fees). As I check my banking account, however, I see that I was charged 99 EUR twice. How can I get back my 99 EUR?

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  kokkieh · Staff · Sep 14, 2016 at 10:59 pm

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  Hi there,

  I’ve refunded the remaining $13 for the mapping portion of your upgrade. You should receive it in 5-10 business days.

  I only see one charge on your account. Can you please double check your statement and make sure one of the entries isn’t perhaps just a pre-authorisation. If it’s definitely a second charge, let me know and I can look for it in our system.

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  sanderchan · Member · Sep 23, 2016 at 9:26 am

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  Dear Sir,

  I have again checked my bank account. An amount of 99 EUR was charged twice. If you give me an email address, I can send you a screenshot.

  Best regards,

  Sander Chan

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  kokkieh · Staff · Sep 24, 2016 at 10:17 am

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  I’ve asked our payments team to look into this. I’ll let you know if they need any more information.

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  kokkieh · Staff · Sep 26, 2016 at 12:56 pm

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  Hi there,

  Our payments team was able to track down the duplicate charge and we’ve just issued a refund. You should receive it in about 10 business days.

  Please let me know if I can help with anything else.