🔍 What Are Duplicate Billing Charges?
Duplicate billing occurs when your Search Atlas subscription is charged through more than one payment source for the same billing period. This can happen when a subscription is connected to multiple payment processors simultaneously — for example, both a Shopify billing integration and a direct credit or debit card on file. Over time, these duplicate charges can add up significantly.
Common scenarios that lead to duplicate billing include:
- Migrating your subscription from Shopify to a direct payment method without fully disconnecting the original Shopify billing
- Adding a new card to your account while a Shopify-linked subscription remains active
- Re-subscribing through a different channel without cancelling the existing active subscription
📋 How to Check if You Have Been Charged Twice
Before raising a dispute, confirm the duplicate charges by reviewing both of your payment sources:
- Log in to your Search Atlas account and review your billing or invoice history in your account settings.
- If you connected Search Atlas through Shopify, check your Shopify account for any charges processed through that integration.
- Review your credit or debit card statements for any Search Atlas or related charges occurring on the same dates as your Shopify charges.
- Note the dates, amounts, and last four digits of the card or account involved for each charge.
If you see matching charge amounts on the same or adjacent dates across two payment sources, you likely have duplicate billing.
💡 What Refund Options Are Available?
Once duplicate charges are confirmed by our billing team, resolution options will be determined based on your specific situation and the payment methods involved. Our billing team will work with you to identify the most appropriate remedy — which may include a refund to the original payment method or a credit applied to your account — depending on the current status of the accounts and payment sources in question.
🛠️ How to Submit a Duplicate Charge Dispute
To resolve a duplicate billing issue as quickly as possible, follow these steps when contacting our team:
- Gather your evidence — collect screenshots or statements showing the duplicate charges, including dates, amounts, and the last four digits of all payment methods involved.
- Note your subscription details — include your account email, the billing period(s) affected, and whether you have active subscriptions through more than one channel (e.g., Shopify and direct card).
- Contact our support team using the chat widget and provide your collected evidence so the billing team can investigate and process the appropriate resolution.
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.