Customer paid twice

shaun_from_Africa

It might even be something as straightforward as the customer placing 2 separate orders for the same amount then forgetting about having done this.

I've done this before when I've ordered something then decide that I want to get more goods.
Instead to cancelling or amending the first order, I just make another one.

silentkiller

shaun_from_Africa wrote: »

It might even be something as straightforward as the customer placing 2 separate orders for the same amount then forgetting about having done this.

I've done this before when I've ordered something then decide that I want to get more goods.
Instead to cancelling or amending the first order, I just make another one.

That has been the case before but the trouble is we don't have two orders for the same amount.

bod1467

Relax. The ball's in their court now.

Regarding the other bank account - I assume you've had its transactions checked just in case?

InsideInsurance

silentkiller wrote: »

My only other question is: we have two bank accounts (one we do not use anymore but which is still open) if they paid into this account DESPITE repeatedly being told to pay into a different account as the old one is for foreign transactions now, what would happen then?

If you have received the additional funds even if it werent into your preferred account then it would most likely have the same end result.

silentkiller

bod1467 wrote: »

Relax. The ball's in their court now.

Regarding the other bank account - I assume you've had its transactions checked just in case?

I would have assumed so - but I can't be certain.

The other weird thing is I trawled through my predecessors emails and it looks like they claim they paid twice in January 2012 TOO but again I can't see anything on our accounts system :S

But will see what happens.

Thanks for all the help.

Hintza

silentkiller wrote: »

looks like they claim they paid twice in January 2012 TOO

Is this the transaction they are still disputing now or another one?

browneyedbazzi

If they try to pursue you for a refund (ie make a claim through the courts) they will have to submit the evidence of the payments anyway - so if they are unwilling or unable to provide proof they have no chance of getting the money back (if there is any money owed, which given the circumstances I doubt).

The excuse that they can't show you for 'confidentiality' reasons is absurd. If they made the payment it is their own information they would be disclosing and giving someone information about yourself cannot be a breach of confidentiality.

somethingcorporate

If you've been paid twice (regardless of the account) you need to pay it back. It's that simple.

pelirocco

silentkiller wrote: »

Hi,

They were were very sketchy on the phone and when I asked for payment proof they would not give because of 'confidentiality'.

Thank you everyone for your answers - they pretty much confirmed what I thought.

We record all our calls so you can clearly hear my colleague asking for any payment proof.

Our book keeper is excellent and usually picks up things even I miss so I imagine she wouldn't have missed something like this.

My only other question is: we have two bank accounts (one we do not use anymore but which is still open) if they paid into this account DESPITE repeatedly being told to pay into a different account as the old one is for foreign transactions now, what would happen then?

They should send you a copy of their bank statement showing it was paid into your account .........they can blank out all over entries

If they had paid twice your bookeeper should have picked it up , otherwise your bank wont renconcile on your accounts

If the customer had paid to your other account you would still have to refund it

They should also check their bank account to see if the 2nd payment out bounced back into their account shortly afterwards


The onus is on them to prove they paid it