Current Customer sends ANOTHER REQUEST TO ME; charged twice(!)

COC_Ent_2013

I picked up a new computer repair from a customer via ttack early this month; I have his computer and am currently working on it / waiting for parts.

We have talked over the phone, via text and using ttack. The repair is still active...

This morning customer tried to get an update on the repair, BUT ACCIDENTALLY CREATED A NEW REPAIR REQUEST, SENT IT TO ME, for which I was charged(!) ...then (?) contacted me on our ESTABLISHED LEAD(!) conversation thread about his repair status as well.

TTack Cust Service said it is a valid lead ("he requested you - preferences match!"), declined to extend a "refund," and suggested that I should've advised customer that we could talk over the phone / via text. Which of course I did...

WHAT SAY YOU COMMUNITY??

How should/could I have avoided this? (Customer is not savvy w tech; his repair is taking a long time because he gave me the wroNG MODEL NUMBER for his Mac laptop(!).

Should I charge customer for the 2nd lead price?

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