How to Resolve Duplicate Charges

Seeing an unexpected duplicate charge is frustrating, and we're here to help you get to the bottom of it. This article walks you through how to confirm whether multiple charges were processed and how to get the right information to our team so we can investigate and make it right.

Symptoms

You may be experiencing this issue if any of the following are true:

Your bank or credit card statement shows multiple identical charges from Grapevine on the same date.
You received more than one Grapevine donation receipt via email for a single intended donation.
Your Grapevine Donation History page lists the same donation amount multiple times for the same recipient.

Diagnose the Cause

To resolve the issue, you'll first need to verify the status of your transactions within the Grapevine platform.

Check 1: Review Your Donation History

To verify the number of processed donations, log in to your account at https://www.grapevine.org/login. After logging in, click your profile picture or name in the upper-right corner to view your Impact page at https://www.grapevine.org/account/impact.

If your Donation History lists multiple entries for the same date and amount, then several distinct transactions were successfully processed. Proceed to Resolution A.
If your Donation History lists only one entry but your bank statement shows multiple charges, then there may be a processing error or an authorization hold. Proceed to Resolution B.

Check 2: Review the Transaction Details

On your Impact page, review the details for each transaction listed, including the destination and any labels applied to the entry.

If an entry is labeled "Paper Check", then this reflects a donation that was initiated outside of the Grapevine platform — such as a check, ACH transfer, DAF, wire, or company matching donation — and received by Grapevine on your behalf. This is not an online charge to your payment method. If you'd like more details about the source of this donation, email accountsteam@grapevine.org and they can help clarify.
If an entry is labeled "Matching Donation", then this reflects a donation credit issued by Grapevine on your behalf. This is not a charge to your payment method. If you're unsure why you received a matching donation, email accountsteam@grapevine.org and they can provide more information.
If an entry is labeled "Offline Donation", then this was recorded by a Giving Circle leader to reflect a donation you made directly to them or to the nonprofit directly — any donation made payable to the nonprofit that did not go through the Grapevine platform. This is not a charge to your payment method. If you're unsure why an offline donation appears in your history, email accountsteam@grapevine.org and they can look into it for you. Rest assured that offline donations are never charged to your card by Grapevine.
If all entries that concern you have none of the labels above, then the transactions were processed online via your payment method. If the amounts and dates still appear duplicated, proceed to Resolution A.

Resolutions

Resolution A: Investigating Multiple Processed Transactions

If multiple transactions appear in your Donation History and you believe they should not all be there, our team will investigate each transaction individually.

Gather your receipts: Locate all Grapevine donation receipts you received via email.
Note your account details: Have your account email address and the last four digits of your payment method ready.
Contact our team: Email membership@grapevine.org with the information above to request a formal investigation.

After you reach out, our team will carefully review each transaction and follow up with next steps — we'll make sure nothing falls through the cracks.

Resolution B: Addressing Bank Statement Discrepancies

If your Grapevine account shows only one donation but your bank statement shows multiple charges, our team will coordinate with the payment processor to verify what occurred.

Capture the discrepancy: Take a clear screenshot or save a digital copy of your bank statement showing the duplicate charges.
Contact our team: Email membership@grapevine.org with your bank statement and the last four digits of the card used.

After you reach out, our team will carefully review the discrepancy and follow up with next steps — we'll make sure nothing falls through the cracks.

If the Issue Persists

If the steps above don't clarify the charges, please reach out to the Grapevine membership team directly and we'll take a thorough look.

Please include the following in your message:

The email address associated with your Grapevine account
A copy of your bank statement showing the multiple charges
The last four digits of the payment method used
Any Grapevine donation receipts you received for the transactions in question

We know billing questions can feel urgent, so we'll do our best to get back to you within 2–3 business days with a clear answer.