Here are some things you can check if your customer has been charged twice:
The first place to check is in the history tab of the booking, this details everything that has happened to the booking with the date and time when any changes were made/payments taken etc. so check here to see if the same payment is listed as having been taken twice.
You can also check your messages section where there will be a record of the Payment Received email.
In your reports section, click the payments report if you know the period in which the payment you suspect was taken, you can search for any payments taken between that time frame. Do check this section to see whether the payment has been taken.
If the customer can already see the transaction on their bank statement, you are able to refund them the necessary amount through the Payments tab of the booking if your account has that permission enabled.
If you have refunded the customer once but your balance is minus, it could be that the refund went through in the form of a reversal and our support team will have to check Stripe.
📌Note: If clarification is still needed, please contact us referencing the title of this article and we can check it with our payment provider, Stripe.