Customer Questions Duplicate Subscription Charges

Hi [客户名], I’m sorry for the confusion about the charge. I’ll gladly review the billing details for [订单号] and help clarify what happened.

Thanks for bringing this to our attention, [客户名]. Could you please send us a screenshot of the charge, with any sensitive payment details hidden?

I understand why seeing two charges would be concerning. We’re checking whether one is a temporary authorization or a completed payment.

Your subscription is currently set to renew on [续费日期]. If you don’t want it to continue, I can guide you through the cancellation steps.

We found that the two entries relate to [扣费原因]. One entry is [扣款状态], while the other is [扣款状态].

Please check whether the first charge is still pending in your bank or card account. Pending authorizations are often released automatically within [处理时间].

We have confirmed a duplicate completed payment for [订单号]. We’ll issue [退款金额] to your original payment method within [处理时间].

Your recurring subscription has been canceled, and no further renewal charges will be made. Your current access will remain available until [服务截止日期].

For account security, we can only discuss billing after confirming the email address linked to your account: [账户邮箱].

We can’t verify or refund a charge based only on a message stating that it is unauthorized. Please provide the transaction date, amount, and the last four digits of the payment method.

Our records show only one completed charge for [订单号]. The second amount is a temporary authorization placed by your bank and is not a second payment from us.

Because the payment has already been settled, we cannot cancel it immediately. We can submit a refund request for [退款金额], subject to our billing policy.

Please do not share your full card number, security code, or account password in this chat. We will never ask for those details.

The subscription cancellation must be completed before [续费日期] to prevent the next renewal. Once the charge is processed, our standard billing terms will apply.