Duplicate charges almost never happen, but they're naturally upsetting. If you see two transactions for the same order on your statement, here's the approach:
First, please check
- Do both transactions reference the same order or smartport order number?
- Could one of them be just a temporary hold (common with credit cards or PayPal)? These reservations usually drop off automatically within 3 to 7 business days without being finalised.
- Did you complete the payment in your browser twice — and did you receive a second order confirmation by email?
How to report it
If the duplicate is real, send us:
- the order number
- both amounts and posting dates
- ideally a screenshot of your statement (account details can be redacted)
We'll reconcile the case with our accounting and Mollie and get back to you within one business day. If the duplicate is confirmed, we naturally refund the extra amount to the same payment source.