This usually happens when a user presses back or refresh during the payment processing steps.
When this happens, contact us at firstname.lastname@example.org and we'll see how we can help!
We'll immediately check the respective payment portal to see what happened. Based on what we see, the next steps may vary:
(1) If we see that there are 2 identical transactions made, then we can initiate a "void & refund" on the duplicate transaction. For credit cards, the charges are usually reversed in 24-48 hours. For debit cards, the refunds usually take much longer -- around 30-45 days.
(2) If we see only one transaction made (no duplicate on our end), this means, unfortunately, that Taxumo can't do anything about it - we don't have a record of the transaction and we don't own the card to initiate a dispute for you. The best course of action would be to call your debit/credit card company and dispute the duplicate charge. Communication failures and incorrect charges do happen not just in online payments but also in local POS payments - this is why a dispute process is made available by your card issuer. Fortunately, they happen quite rarely.