I was charged twice — what should I do?
Do not pay again. A duplicate charge for the same order is listed as eligible for refund review; send both charge details through the contact page.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
Do not pay again, then send one message through the contact page. Being charged more than once for the same order is one of the situations the refund policy lists as eligible for review. Include your checkout email, the order reference, the last six VIN characters, and the date and amount of each charge. If your order page still says we are confirming your payment, that is one payment being verified, not two.
- A duplicate charge for the same order is explicitly listed as eligible for refund review.
- A pending order page means confirmation is still running; paying again creates a second charge to unwind.
- Our webhook keeps the first payment and records a second distinct payment as a duplicate rather than overwriting it.
First, check whether it really is two payments
While confirmation is still running, the order page says 'Confirming your payment. We are waiting for secure server-side confirmation. Do not submit another payment.' The pack page carries the same instruction: no credit exists until the payment is confirmed server-side, and you should not submit another payment while that is pending.
So a screen that has not flipped to 'Payment confirmed' is not evidence of a second charge, and paying again is the one action that turns a slow confirmation into a real duplicate. Compare the charges on your statement: two entries with different dates or amounts, or two separate order references, are worth reporting.
| What you see | What it means | Next action |
|---|---|---|
| Order page says 'Confirming your payment' | One payment awaiting server-side confirmation | Wait; do not submit another payment |
| Two charges, one order reference | Possible duplicate payment for the same order | Request a refund review promptly |
| Two charges, two order references | Two separate orders were created | Say which order you want reviewed |
| Charge with no order page at all | Checkout may not have completed | Contact support with the charge details |
What happens on our side
If two different captured payments name the same order, the payment webhook deliberately keeps the first one, records the event as a duplicate payment for that order and logs it for an operator, instead of overwriting the payment already reconciled. That keeps the duplicate visible rather than hidden, but it is a record, not an automatic refund.
When a refund is issued, it is recorded once per provider refund identifier, so the same refund announced twice through the payment provider is not counted twice against your order. Contact us with both charges so the duplicate is reviewed under the refund policy before it becomes a dispute.
Steps
- Do not submit another payment.
- Screenshot both charges with dates and amounts.
- Copy the short order reference from the order page.
- Send one message through the contact page.
- Leave full card numbers out of the message.
What this does not cover
- Recording a duplicate is not the same as approving a refund; the policy commits to a review.
- We can only see payments our provider reports against your order; your statement may also show entries we cannot see.
- Posting times after an approved refund are set by your financial institution.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Will paying again make my report arrive faster?
No. Both the order page and the pack page say not to submit another payment while confirmation is pending. A second payment creates a duplicate to reconcile; it does not start a second report any sooner.
Does assigning the same VIN twice in a pack spend two credits?
No. The pack page answers that a VIN already assigned to the pack does not use a second credit. Credits are held while a report is being prepared and consumed only after it is delivered.
How is an approved refund returned?
Through the original payment method, according to the refund policy. Final posting times are controlled by financial institutions, not by VIN Lookup.