LL - Handling duplicate or unknown charges

If a customer reports duplicate or erroneous charges on their statement and you are unable to locate an order for the charge let them know we're happy to investigate the charge and to honor a refund if we made a mistake. 

In order to start the investigation process, ask them to email a copy of their account statement to our support email address (They can take a picture of it with their phone if they need to). 

• Please circle the charges from VITALIFI, Del Mar, or SunCoast  
• For security purposes, please mark out the name and personal account information before sending.  

Once you receive the statement contact the Billing Team to look it over. They will let you know if we can issue a refund and the method. Most likely we'll need a PayPal ID to issue the credit. 

There is a saved reply in HelpScout for this  - see Duplicate or Unknown charge  and the example ticket is 319891.