Start with the payment method
Identify whether the original sale was crypto, an approved card transaction or cash. Establish whether there is a duplicate record or an actual duplicate payment; those are different problems. Keep the original sale references.
Crypto payment questions
A completed blockchain payment is not undone by cancelling an invoice or editing a sale. Contact support about the original payment and your intended correction. Do not assume BOS.PAY provides an automatic refund action, and do not return funds to an address supplied in an unverified message.
Card or cash refunds
Follow the approved refund process for the card provider or the business’s cash-handling procedure. Then ensure the business record accurately reflects what happened. Editing a BOS.PAY card record does not instruct the acquirer to refund the cardholder.
Details to prepare
Provide the original sale/payment references, method, date, amount, what went wrong and whether money has already been returned. Ask which correction controls are available to your role. Published service-fee terms and the merchant’s customer-refund arrangements are separate matters.