Spent 3 hours fixing a billing error that should have taken 10 minutes

I had a client pay twice for the same invoice last month and it took me three hours of phone calls and emails to get the refund processed because their accounting team kept saying it was my system's fault, has anyone else dealt with a payment processor that makes simple fixes this painful?

3 comments

3 Comments

finley_bennett282mo ago

Wait wouldn't the client be the one who messed up by paying twice? That's on them not your system.

morgan3162mo ago

Huh, @finley_bennett28, but doesn't that depend on whether the system actually told the client the payment went through the first time? A lot of these checkout flows just hang or error out without any clear confirmation, so the client is just sitting there like "did it work?" and clicks again out of panic. That's a design failure on the system's part, not the user being dumb. I mean, if the bank shows a pending charge and the store page is blank, who does the blame really fall on?

the_mary18d ago

Gotta agree with @morgan316 here. The system should clearly say if the payment went through before letting them click again.