Repeated orders happen when the same purchase is created more than once in Kustom. This can result in two (or more) orders with similar details, such as the same merchant reference, customer, or amount. Since each order is processed independently, repeated orders must be reviewed and handled individually to avoid incorrect payouts, refunds, or cancellations.
Determine the order status
Start by checking the order status in Kustom:
Captured orders
Repeated orders in captured status are treated independently. If left unresolved, both may be paid out. If only one order should stand, refund the other.
Authorized orders
Authorized orders that are confirmed as repeated orders should be cancelled before capture.
Identify the legitimate order
To confirm which order should be kept:
Cross-check the orders against your webshop records.
Each repeated order has a unique Kustom Order ID, even if the merchant reference is the same.
Refund or cancel the order that does not exist in your webshop records.
Common questions
Should we refund or cancel repeated orders going forward?
Authorized orders can only be cancelled.
Captured orders can only be refunded.
If one repeated order is refunded, will the other still be paid out?
Yes. Each order is handled separately in Kustom, and refunding one captured order does not affect the payout of another.
Which order should be refunded if it is unclear what the customer paid for?
Use your webshop records together with Kustom order data to identify the legitimate order. Refund the one that appears as a repeated order and is not listed in the store records.