💡 What Is a Duplicate Charge?
A duplicate charge occurs when your payment method is billed more than once for the same plan or upgrade within a short time window. This can happen due to a temporary payment processing error, a double submission during checkout, or a bank authorization that converted into a second settled charge.
A common example is seeing two identical charges — such as two transactions of $3,351.60 on consecutive days — for a single Pro annual account upgrade. If you only received one receipt but see two charges on your bank or card statement, you likely have a duplicate charge.
🔍 How to Confirm You Have a Duplicate Charge
- Log in to your Search Atlas account.
- Navigate to Settings and open the Billing section.
- Review your invoice history. A legitimate charge will appear as a single invoice matching the amount on your statement.
- Check your email inbox for receipts. If you only received one receipt but see two identical charges on your bank statement, this confirms a duplicate.
- Note the dates, amounts, and transaction IDs from both your bank statement and your Search Atlas invoice — you will need these when contacting support.
⚠️ What a Duplicate Charge Is Not
Before raising a dispute, confirm the charge is truly a duplicate and not one of the following:
- A prorated adjustment: When you upgrade mid-cycle, you may see a credit and a new charge that look like two separate transactions.
- A bank authorization hold: Some banks place a temporary authorization hold that appears alongside the final settled charge. Holds typically disappear within 3–7 business days.
- A separate add-on or seat charge: Additional users or features may generate a separate line item on the same date.
🛠️ How to Request a Refund for a Duplicate Charge
- Gather your evidence: your bank or card statement showing both charges, the date(s) and amount(s), and your Search Atlas receipt.
- Contact our support team through the chat widget in the bottom-right corner of the platform.
- Share the transaction details — including dates, amounts, and any transaction or reference IDs — with the agent.
- Our team will verify the charge on our end and, if confirmed as a duplicate, initiate the refund process.
📊 What to Expect After You Submit a Request
- Verification: Our billing team will cross-reference your account activity and payment processor records to confirm the duplicate.
- Refund approval: Once confirmed, the refund is approved and processed back to your original payment method.
- Timeline: Refunds typically appear on your statement within 5–10 business days depending on your bank or card provider.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.