Duplicate Charges or Overbilling – How to Resolve

Occasionally customers notice what looks like a double charge, but in most cases it’s a temporary card authorisation that disappears within a day or two. This article explains why duplicate entries may appear on your statement and how to check whether a real overcharge has occurred, along with how to contact support if you still have concerns.

Prerequisites

• You made a purchase directly from Sonnox.

• You have access to your order confirmation email and your recent bank or card statement.

Step‑by‑Step Solution

1. Review your mySonnox order history

   • Sign in at https://sonnox.com/login.php and open the Orders page.

   • Confirm that the number of completed orders matches what you intended to buy. If there’s only one order but two amounts on your statement, move to step 2.

2. Understand temporary authorisations

   • Most banks or card providers place a short‑term authorisation hold when you make a purchase.

   • It’s normal to see both an authorisation and the final charge on your statement; the authorisation falls off automatically within 48–72 hours.

   • Sonnox does not issue duplicate charges, and nearly all apparent duplicates resolve themselves.

3. Wait and monitor

   • Check your statement again after a couple of days. One of the entries will disappear as the bank removes the authorisation hold.

   • If the duplicate entry remains after three days, gather your order number and a screenshot of your statement.

4. Contact Sonnox Support (if needed)

   • Go to the Contact Us page and submit a ticket using “Billing → Duplicate / Overcharge.”

   • Include your order number, registered email and a brief note (e.g. “my statement still shows two charges after 72 hours”). Attach a screenshot if possible.

   • Our team will review your account and confirm whether a true duplicate occurred. Although it’s very uncommon, we’re here to help if it does.

FAQs

Why does my statement show two entries?
The most common cause is a temporary authorisation placed by your card issuer. This is a normal part of payment processing and drops off automatically. No action is required.

Is Sonnox charging me twice?
No. Sonnox submits a single payment request per order. Duplicate charges almost never occur, but we’re happy to investigate if you believe one has.

Do I need to dispute the charge with my bank?
No. If a duplicate entry persists after a few days, contact Sonnox first. We can verify the transaction history and, if necessary, issue a refund. Raising a chargeback prematurely may delay the process.