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A customer has been charged twice for their membership

Find out why a member may have been charged twice for their membership, what to check and how to refund the duplicate payment.

If a member contacts you to say they've been charged twice for their membership, there are two common reasons to check first. Both are quick to sort out, and our team is here to help if you'd like a refund handled for you.

They bought a new membership to fix a missed payment

If a member's renewal didn't go through, for example because there was no card saved on their account, they may have bought a new membership rather than updating their card. Adding card details for the new membership also allows the outstanding payment on their original membership to be collected, so it can look like two charges.

They have more than one membership

Sometimes a customer buys two memberships by mistake, for example two similar plans, or a single membership as well as a family one.

What should I check?

  1. Search for the customer's name using the magnifying glass in the top-right corner
  2. Scroll to the bottom of their page to see all the memberships linked to them
  3. Check whether there are two active memberships, or a recent payment on an older membership
  4. Agree with the member which membership they'd like to keep

Refund the duplicate

Open the membership the member doesn't need, click Manage and choose 'Cancel now with refund'. This ends that membership and issues a pro-rata refund for the remaining time.

If you'd like to refund the full amount instead, contact our team at help@eola.co with the customer's name, email address and the amount to be refunded, and we'll process it for you.

Helpful tips:

  • Remind members to check their card details in their eola account before their renewal date
  • If a renewal payment doesn't go through, members can update their card from their eola account rather than buying a new membership. They go to Memberships, select 'View' on their membership, then 'Manage billing'
  • Check the customer's memberships before selling a new one at the desk, so they're not signed up twice

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