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Issue a credit note for a duplicate charge
How support resolves a duplicate charge: find the customer in Billing, confirm the duplicate invoice, raise a credit note for the exact amount, then approve and email the customer.
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- 01
Open Billing and search for the customer
From the left nav choose Billing → Customers. Paste the customer's email into the search field and press Enter. Confirm the account ID matches the one on the ticket.
“Always match on account ID, not name — we have a lot of duplicate company names in here.”
00:04 · navigate · nav >> text=Billing
- 02
Confirm the duplicate invoice
Open the Invoices tab and sort by date. Two invoices with the same amount inside a five minute window is a duplicate. Copy the invoice number of the later one.
“The later one is the one we credit. The first charge stays.”
00:22 · click · tab=Invoices
- 03
Create the credit note
Click New → Credit note. Paste the invoice number, set the amount to the full invoice total and pick reason 'Duplicate charge'. Leave the tax field untouched — it recalculates.
“Never hand-edit tax. Finance re-opens every ticket where somebody does.”
00:49 · fill · input[name='invoice_number']
- 04
Approve and send the confirmation
Hit Approve, then Send email. Use the 'Duplicate charge refunded' template and add the expected 5–10 business day note. Paste the credit note ID back into the ticket and close it.
“Pasting the credit note ID into the ticket is what makes this auditable later.”
01:20 · click · button=Approve
