MY customer is deducted twice in his account
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Customer places an order on our store and chooses paypal for payment.
Our setting in the store is not to capture credit card payment automatically. We capture manually after validating that order is complete.
Uponplacing order, customer seems to have a deduction in the account already for the order amount.
In our paypal screen, it is showing "Authorization".
So a couple of days later, we capture the amount.
Customer now notices there are two deductions to their account of the same amount.
We only captured once.
Why does customer show two deductions in their account?
Thanks,
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What are you using specifically to run the Auth and Capture procedures? It sounds like what could be happening is that you're processing the orders as an Auth, and that part is working fine. However, when you're "capturing" it's actually running a new "Sale" transaction, which ignores the previous Auth and processes a new transaction.
This would leave the Auth pending on the account (and continue holding those funds for 29 days or until the Auth is voided), and it would then also show the separate Sale transaction where the money was actually taken.
This would indeed be very frustrating for your customers, and you. Are you using a shopping cart solution of some kind? Did you have a custom solution built for this? Are you doing it through Virtual Terminal, or what exactly is going on with your flow?
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So i worked with Shopify and they are asking me to check with Paypal. Their response to be is below. In any case, is there something i can do to help my customer. Like is there something that i could give to the bank so that they recognize that the authorization can be reversed already? I cant have my customers debit card in this state? So while trying to investigate, what can i provide my customer so that they can go to bank and reverse the authorization approval?
"Alen here from Shopify, pleased to meet you. Your gateway, PayPal Express performs both an authorization and capture on when processing orders. This is why your order timeline shows two instances. Here is the following information from PayPal;
Authorization and capture includes these time periods: A 29-day valid period that begins when the buyer authorizes the payment. During this period, the authorization places the buyer's balance on hold to ensure that the payment amount is available for capture. A three-day honor period, which is from day one to day three of the authorization period. After most successful authorizations, PayPal honors 100% of authorized funds during the honor period. A day starts at 12AM PST and ends at 11:59PM PST on the calendar day when the authorization occurs
Looking at a few orders at random, everything on our end suggest only one capture was performed.
You can contact PayPal to see if they can streamline their calls so that both the authorization and capture can happen on a single action.
Regards,
Alen V."
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An authorization does indeed put a hold, and then it has be captured later as they said. You can't just call PayPal and ask them to do the calls more quickly, though. That's not how it works. It's up to the app developer to make the call to Capture an open Authorization.
If you truly have an authorization being left open then they must be running two authorizations and only capturing one of them. This is something you would see in the PayPal history, though. Are you seeing two separate authorizations in your PayPal activity log?
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