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Stripe over charging clients

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11 comments

  • Ruth

    Hi Lisa, I see you wrote into our Live Chat recently to get help with this Autopay issue. I've escalated your help request to "Urgent" and a colleague of mine is working on it right now. We will be getting back to you via email shortly. Please let me know if you don't hear from us soon. 

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  • Dana Shepard Cardwell

    I have the same issues as do many others, after looking through the "self help" area!!! I need a live agent to help me fix this and set up the way I evidently did not do!! 

    My software is still double booking and double charging people. I need a 30 minute consultation from someone who knows this program. The last girl was of NO help!!

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  • Lisa Lund

    Talk to them directly so they can walk through it.  For me, It was due to inadvertently clicking on AM settings and not seeing the appt. on my calendar and then entering it again.  Open up your calendar settings so you can see 24 hours and you may see that the appt. is there twice and then getting automatically charged twice.

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  • Heather W. Outlaw

    My client was overcharged and i can see it on the SP app on my phone but it is not showing on my desktop version . She needs a refund and I am having chest pains trying to sort this out. I really need a smart compassionate human to help me fix this so my client is ok.

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  • Romona Mukherjee

    Hello, my client's bank statement shows that she was charged twice on the same day, however, in SP it shows that she was charged once.  I am not sure which one is right or how to fix this.  Please advise.

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  • Paula Scatoloni

    Just to alert you one of my clients was charged multiple times. I will likely cancel this feature and use Venmo. Just letting you know. Thank you. 

     

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  • Heriberto Cruz

    Hi, 

    I am having double charges on several clients and don't know why. I get the evening summary and it is correct but the following day a double charge shows up. Also, I have a $395 charge and it was double charged and I refunded the client and today the charge is on the client file. I am the one paying these refunds and don't want to be responsible if it is not my mistake. I would like to talk with someone? Please advise.

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  • Heriberto Cruz

    Hi, 

    I am having double charges on several clients and don't know why. I get the evening summary and it is correct but the following day a double charge shows up. Also, I have a $395 charge and it was double charged and I refunded the client and today the charge is on the client file. I am the one paying these refunds and don't want to be responsible if it is not my mistake. I would like to talk with someone? Please advise.

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  • Sheila J. Redmon

    What do you do when a client is overcharged?

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  • Cassie Icenogle-Konnoly

    Is there a fix for this? Ky client was charged over double and I cannot figure out why.

     

    Please HELP!!

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  • Julie M. Pera

    This just happened to me.  The client contacted me to clarify why she was charged twice as much on one day. I created and shared a superbill with her, and also cross referenced all of the invoices, in both places everything accurately matched the amount expected for the service provided. I finally was able to find the transaction in question by going to "billing" and customizing the date range to include the date that the client was referring to.  I am now trying to figure out how to add a credit to the client account, rather than attempt to use the "refund" button, in part because the date of that transaction is more than a month out, and in part because I can see here that other Simple Practice users had issues when they tried to use that option.  Thankfully, the amount this client was charged was relatively small, and she was only confused (rightly so) and not angry when she reached out to me.

    Now, as a relatively new customer of Simple Practice, I am concerned about how this happens so that I can avoid it happening again in the future. Lisa Lund, who made the original post, indicated that her situation was resolved by changing calendar view to see all 24 hours and finding that she had inadvertently booked the client twice. Finding the place to change the calendar settings required lots of clicking around, and when I did make the change, there was no second session booked... which of course makes sense to me because if there had been a second session, I would think it would have shown on the invoice and superbill.

    I will reach out to Simple Practice using the Live Chat, as she did, and hopefully find the answer!

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