A customer has been charged twice for their membership

If a member contacts you to say they've been charged twice for their membership, the most likely reason is that they have more than one membership. It's quick to sort out, and our team is here to help if you'd like a refund handled for you.

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 membership payment doesn't go through, we'll email the member to let them know. Until the final payment attempt, they can update their card and pay from their eola account under Manage billing. If it's still unpaid after that, the membership is cancelled and can't be restarted, so the member will need to join again
• Check the customer's memberships before selling a new one at the desk, so they're not signed up twice

Related guides

• Cancel a membership
• A customer's membership is showing as cancelled
• Understand magic links