User was charged even the order has failed

Issue:

A User reports, that he was not able to place the order. There was an error on the APP or WEBAPP. 
He claims, that he checked his Bank and the transaction was made. 

Answer:

If an order fails for any reason the user will either not be charged at all or the User will be charged but refunded again. The refund can take up to some days. It depends on the payment provider. We do the refund immediately from our system after and order has failed. 

To Do:

Nothing to do, as customer will be refunded automatically.