Case Study 01 | Duplicate Billing Charge Resolution

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Company Acme Software Ltd.

Ticket ID #10452

Customer Sarah Johnson

Support Agent Prince Onyenwe

Status Refund Processed

Resolution Time 15 Minutes

Customer Conversation

Sarah Johnson
Customer

Hello, I was reviewing my bank statement this morning and noticed I was charged twice for my monthly subscription. I only completed the payment once, so I'm concerned that I may have been billed in error. Could you please investigate this and let me know how the duplicate charge can be resolved? Thank you.

Prince Onyenwe
Customer Support Specialist

Hello Sarah, Thank you for bringing this to our attention. I sincerely apologize for the inconvenience. After reviewing your billing history, I confirmed that a duplicate transaction was processed because of a temporary payment gateway timeout. I've successfully initiated a full refund for the duplicate payment. The refund has been approved and should reflect in your account within 3–5 business days, depending on your financial institution. I've also reported the transaction to our billing team to prevent similar issues in the future. Thank you for your patience, and please don't hesitate to reach out if you need any further assistance. Kind regards, Prince Onyenwe Customer Support Specialist

Resolution Summary

Verified duplicate payment in the billing system.
Identified payment gateway processing error.
Initiated a full refund immediately.
Explained the refund timeline to the customer.
Escalated the gateway issue to the billing team for investigation.

Skills Demonstrated

Billing Support Refund Processing Attention to Detail Professional Communication Problem Solving

Portfolio Note

This case study demonstrates my ability to investigate billing discrepancies, communicate clearly with customers, process refunds accurately, and coordinate with internal teams to resolve payment-related issues while maintaining a positive customer experience.