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I have accidentally purchased the same asset twice. How can I get the duplicate refunded?

Symptoms

  • I have purchased an asset
  • I have received two invoices for my purchase
  • I have been charged twice for the asset

Cause

If your duplicate invoice(s) are within a few minutes of your original invoice, this may be due to one of these factors:

  • a server error at our end
  • a server error at the Bank’s end
  • a dip in your Internet connection at the time of purchase

Resolution

Please contact us here with your two invoice numbers (the numbers beginning with ‘3’ at the top right side of your invoice). We will then refund the duplicate if we can see that it is within a few minutes of your original purchase.

More Information

Once a refund is processed it can take up to 10 days for the funds to transfer back to your account.

 

 

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