Resolve duplicate charge complaints
When a customer reports being charged twice, Macha checks Stripe for duplicate payments, confirms the issue, refunds the extra charge, and replies with a full explanation.
Resolves a high-frustration issue quickly and accurately, building customer confidence.
How it works
Ticket Created
Customer reports duplicate charge
I was charged twice for the same order! I see two $65.00 charges on my card from yesterday.
Check payments
Found 2 charges of $65.00 on March 4 — confirmed duplicate
Refund duplicate
Refunded duplicate charge of $65.00
You're right — I can see two charges of $65.00 from yesterday. I've refunded the duplicate charge immediately. The $65.00 refund should appear on your statement within 5-7 business days. So sorry about that!
Update ticket
Status → Solved, tagged: duplicate-charge-refunded
Triggers & Actions
Trigger
Ticket Created
Zendesk
Fires when a new ticket is created in Zendesk.
Action
Get Customer
Stripe
Look up a Stripe customer by email, ID, or name and retrieve their full profile.
Action
List Payments
Stripe
List all payments for a customer, filtered by status, amount, or date range.
Action
Create Refund
Stripe
Issue a full or partial refund on a completed payment with an optional reason.
Action
Add Comment
Zendesk
Post a public reply or internal note on any ticket with formatted text.
Action
Update Ticket
Zendesk
Change ticket status, priority, assignee, tags, or custom fields.
Related use cases
Process refund requests automatically
When a customer requests a refund, Macha looks up their payment in Stripe, processes the refund, and replies on the ticket with confirmation — all without agent intervention.
Look up a customer's payment history
When an agent needs to review a customer's billing, Macha pulls their full payment history from Stripe and presents it in a clean summary — amounts, dates, statuses, and payment methods.
Handle subscription billing questions
When a customer asks about their subscription, Macha pulls billing details from Stripe and relevant plan info from Notion, then presents a summary for the agent to review and respond.
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