Occasionally a member is charged twice for the same membership in a short window. This article explains how ClubRight surfaces these cases, how to confirm what happened, and how to refund the duplicate.
How ClubRight surfaces duplicate charges
The Finance Health page in the Payments area surfaces two patterns related to double-billing:
Duplicate charges: two successful membership charges of the same amount within 48 hours. This catches the most common double-billing pattern after it has happened.
Duplicate active schedules: the member has more than one live recurring schedule on file, which means they will be charged twice each collection cycle until one is removed. Worth checking before the next collection date so you can prevent the duplicate from happening.
To see if a member has been flagged, open Payments > Health and check those two sections.
Common causes
Manual collection after an automatic retry succeeded. ClubRight Pay automatically reattempts failed Direct Debits. If a staff member also takes payment manually through the till, both can succeed.
Two active memberships. The member has been put onto a second active membership without the first being cancelled, so both collect on schedule.
Joining fee plus regular payment on the same day. When a joining fee or pro-rata payment lands on the same date as the first regular collection, this can look like a duplicate even though both are separately valid.
Two payment methods on the same membership. If both Direct Debit and card are set up and both collect, the member is charged twice.
How to confirm and resolve
Open Payments > Health and find the member in Duplicate charges or Duplicate active schedules.
Click Open on the row to go straight to the member.
On the member's membership, click View full schedule to see all charges.
Identify which payment is the duplicate. The two will normally be on the same day or very close, for the same amount.
Click the refund (bin) icon next to the duplicate payment, enter the refund reason, and click Refund.
If the cause was a duplicate active schedule or duplicate payment method, fix the underlying configuration so it does not happen again.
For the full refund process, including timing rules for Direct Debit, see Refunding a member: process and rules.
Talking to the member
A double charge is usually visible on the member's bank statement before they call you. Acknowledge that the duplicate happened, confirm you have refunded it, and explain the timing: card refunds typically return within a few days, Direct Debit refunds within seven.
Helpful tip
š” Check Finance Health regularly. Health catches duplicates that members have not yet noticed, which gives you the chance to refund proactively rather than reactively. Customer trust is much easier to keep than to recover.
Have more questions about duplicate charges?
If you have a question that is not covered here, our Customer Success team is happy to help. Reach out via the orange chat button at the bottom right of your ClubRight dashboard.
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