Learn what to do if you're charged twice for the same promotion purchase on Skokka.
- Confirm the duplicate charge on your bank statement
- Gather your order number, screenshot, dates, amount, and account email
- Contact us with these details
- Wait for our team to verify and refund the excess in credits
What Is a Duplicate Charge and Why Report It?
A duplicate charge happens when you see two identical payments on your bank account for the same transaction. If this happens to you, report it promptly so we can verify the situation and resolve it as quickly as possible.
What Information Do You Need to Provide?
To report a duplicate charge, include the following details when you contact us:
- Your order number, found in the Transaction History link inside the Credits section of your dashboard
- A screenshot of your bank statement or banking app showing both charges
- The exact date of the payments
- The charged amount
- The email address associated with your account
- The Ad ID and the purchased promotional product, if applicable
Providing this information about your duplicate charge speeds up verification and reduces resolution time.
What Happens After You Report the Duplicate Charge?
Once you report a duplicate charge, our team verifies the transaction using the details you provided. If the duplicate charge is confirmed, we refund the excess amount in credits and notify you by email as soon as the verification is complete.
Common Issues
❯ I haven't received a response about my duplicate charge → Wait for our confirmation email; if it's been several days, contact us again with your order number.
❯ The refund is in credits instead of money back → Duplicate charges confirmed on your account are refunded as credits, not as a direct bank reversal.
If you have any doubts or need assistance with a duplicate charge, contact us. We are here to help you!