Failed orders still charging customer

I have had numerous orders placed where customer says the order failed then placed it again. It is charging them for the failed order and new order as well as sending two orders via email confirmation (the failed and new order). How do I not receive the payment and email for the failed order? Ive had 15 in the past day placed and it says failed then it charges them anyway.

• This topic was modified 4 years, 10 months ago by uppercrust.