---
type: ticket
status: escalated
priority: urgent
user: "[[Sarah Chen]]"
category: billing
created: 2026-02-11
resolution: "Refund initiated, awaiting processing"
refund_amount: 99
root_cause: "Stripe retry logic during partial outage"
---
# TKT-2024-003: Double Charged

## Issue

[[Sarah Chen]] was charged twice for February subscription.

## Context

- Premium tier ($99/mo)
- Charged $99 on Feb 1 and Feb 3
- Previous [[Billing]] issues (see [[TKT-2024-001]])

## Investigation

- Confirmed duplicate charge in Stripe
- Caused by retry logic bug after failed webhook
- Engineering notified

## Current Status

- Escalated to billing team
- Refund initiated ($99)
- 3-5 business days to process

## Related

- [[Billing]] - Known issue documented
- [[Sarah Chen]] - Premium customer, history of billing issues
- [[TKT-2024-001]] - Previous billing issue

## Notes

Sarah explicitly said "if this happens again, I'm switching providers." High churn risk. Flagged for account manager follow-up.

