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Did My Customer's Payment Go Through? Or Did It Fail? | Walla Support Center

Identifying and comparing a customer's transaction Invoice Date and Payment Date using their receipt.

If a customer believes they've been charged twice, a great first step is to determine when the payment was originally billed versus when the payment actually succeeded.

This is especially helpful for recurring memberships, where a previously failed payment may not successfully process until days or weeks later.

Step 1: Review the Receipt
  1. Navigate to the Customer Profile.
  2. Select the Transactions tab.
  3. Locate the payment in question.
  4. Click the three-dot button on the far right.
  5. Select View Receipt/PDF.
Step 2: Compare the Dates

Within the receipt, you'll see two important dates:

  • Invoice Date: the date the charge was originally created and attempted.
  • Payment Date: the date the payment was successfully processed.

These two dates are often the key to understanding whether a customer was actually double charged.

Common Scenario: "I Was Charged Twice"

Let's say a customer's monthly membership bills on the 1st of every month.

  • February 1: Payment is attempted but fails.
  • Walla automatically begins its billing retry schedule. See Failed Plan Payment Retry Cadence guide.
  • Several retry attempts fail.
  • March 1: The final retry for the unpaid February invoice finally succeeds, the same day the regular March payment is also due.
  • March 1: The regularly scheduled March membership payment also processes successfully.
  • From the customer's bank account, it appears they received two membership charges on the same day. However, by opening both receipts, you'll likely see something similar to this:
Invoice Date 2/1/2026
Payment Date 3/1/2026
Transaction #:  80812029

 

Invoice Date 3/1/2026
Payment Date 3/1/2026
Transaction #:  80813142


This confirms the customer was not charged twice for March. Instead:

  • The first payment was the overdue February membership payment that finally succeeded.
  • The second payment was the regularly scheduled March membership payment.

Why This Matters

Taking a moment to compare the Invoice Date and Payment Date can help you:

  • Resolve billing questions quickly.
  • Explain why two payments may appear close together.
  • Prevent unnecessary refunds.
  • Reduce billing misunderstandings and potential chargebacks.

 

In summary: If both transactions share the same Payment Date but have different Invoice Dates, that's strong evidence one of the payments was a previously unpaid invoice that was only just collected — not a duplicate charge.

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