If you suspect that duplicate payments have been taken from the same customer, start by checking the Payment tab in their customer record to confirm this. Once confirmed, you can review the points below to help identify the reason for the duplicate collection:
Has the customer been uploaded/added to Access PaySuite twice in error?
Is there more than one active contract within the customer? i.e: have you added additional contracts?
If an adhoc customer, has the customer's Bank Reference been included twice on your payment file?
If none of the above relates to your issue, please reach out to our support team and request to speak to an agent.
šNote: If the customer has reported two payments for the same amount on the same date and their Payment tab shows one payment as unpaid, ask the customer to check whether the second payment is actually the unpaid item returning to their bank account.