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Revenge of the double billing

As I'm sure you're aware, Monday morning's billing batch processed twice. As soon as we realized this we ran a batch to void the duplicate transactions. We thought this solved…

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As I’m sure you’re aware, Monday morning’s billing batch processed twice. As soon as we realized this we ran a batch to void the duplicate transactions. We thought this solved the issue, but we were wrong.

Today I got a report that a user’s card was in fact billed twice. Upon further investigation it appears our void batch missed a small handful of users. Specifically, users whose card had declined in a previous batch and were being retried did not have the duplicate charge voided. I have gone through each of these customers by hand and refunded the duplicate transactions.

I’d like to urge everyone who received receipt emails on Monday to double-check with your bank that only one charge has processed through. If the duplicate did post, please don’t hesitate to contact support so I can ensure that a refund has been issued.

I can’t apologize enough for this, we’re really sorry folks.

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