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Resolve duplicate charge complaints
When a customer reports being charged twice, Macha checks Stripe for duplicate payments, confirms the issue, refunds the extra charge, and replies with a full explanation.
Resolves a high-frustration issue quickly and accurately, building customer confidence.
How it works
Ticket Created
Customer reports duplicate charge
I was charged twice for the same order! I see two $65.00 charges on my card from yesterday.
Check payments
Found 2 charges of $65.00 on March 4 — confirmed duplicate
Refund duplicate
Refunded duplicate charge of $65.00
You're right — I can see two charges of $65.00 from yesterday. I've refunded the duplicate charge immediately. The $65.00 refund should appear on your statement within 5-10 business days. So sorry about that!
Update ticket
Status → Solved, tagged: duplicate-charge-refunded
Triggers & Actions
Trigger
Ticket Created
Zendesk
Customer reports duplicate charge
Action
Get Customer
Stripe
Get a Stripe customer by ID, or search by email.
Action
List Payments
Stripe
List payment intents with optional filters.
Action
Create Refund
Stripe
Refund a payment, in full or for a partial amount. Asks for confirmation in chat.
Action
Add Comment
Zendesk
Action
Update Ticket
Zendesk
Related use cases
Process refund requests automatically
When a customer requests a refund, Macha looks up their payment in Stripe, processes the refund, and replies on the ticket with confirmation — all without agent intervention.
Look up a customer's payment history
When an agent needs to review a customer's billing, Macha pulls their full payment history from Stripe and presents it in a clean summary — amounts, dates, statuses, and payment methods.
Handle subscription billing questions
When a customer asks about their subscription, Macha pulls billing details from Stripe and relevant plan info from Notion, then presents a summary for the agent to review and respond.
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