On this page

The reviewer needs to see whether the charges are two separate orders, a temporary authorization plus a capture, or a true duplicate that you already reversed.

Side-by-side identifiers matter more than a long narrative: order IDs, timestamps, amounts, and refund or void records.

If you already refunded the extra charge, that refund record is often the most important page in the packet.

Zocuments does not submit the dispute. File the packet in your processor portal before the deadline shown there.

Records that usually help

Usually helps

  • Separate order records. Different order IDs, invoices, products, quantities, or service dates.
  • Payment history. Processor transaction IDs, authorization IDs, refunds, voids, or settlement details.
  • Customer authorization. Checkout confirmation or a signed agreement for each charge, including recurring consent if that applies.
  • Refund or adjustment status. Proof the duplicate was refunded, voided, credited, or never settled.

Usually does not help

  • Delivery photos of one order. Delivery does not explain a second charge.
  • A policy that says you do not double-charge. The reviewer needs the two transaction records, not a policy statement.

Processor notes

File limits, deadlines, and outcomes come from your processor. These notes summarize public help articles; check the portal for the case in front of you.

How this looks in a packet

A clear packet puts the two charges next to each other: identifiers first, then any refund.

  1. A
    Separate order records

    invoices or order pages with different IDs and timestamps.

    Supports: Separate order records
  2. B
    Payment history

    processor transaction IDs for both charges.

    Supports: Payment history
  3. C
    Refund or adjustment status

    the refund or void if a duplicate was already corrected.

    Supports: Refund or adjustment status