Customers creating multiple duplicate orders

  • Resolved Dos_WPcom

    (@besttileadmin)


    4 years, 6 months ago

    Hi,
    In the last few days we have customers who create duplicate orders because the Stripe payment gateway takes payment but does not notify the customers that the payment was successful, the checkout page stays, and they are then able to pay again. We have a lot of duplicates, but sometimes 4 or 5 duplicates.
    I’m not sure why this would be possible, should’t the checkout accept the payment and then reload to a success page? The checkouts can be for large amounts of money and we are losing money on Stripe charges and then having to refund. What do you suggest we do about it. Any help much appreciated, thank you.
    Sincerely,
    David

    The page I need help with: [log in to see the link]

Viewing 5 replies - 1 through 5 (of 5 total)
  • luanluta

    (@luanluta)

    4 years, 6 months ago

    Hello @besttileadmin,

    Having your customers pay many times for an order isn’t ideal. Especially since it’s costing you money through transaction fees. Let’s see what we can do to help you resolve this as soon as possible.

    Firstly, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select Get system report and then Copy for support.  Once you’ve done that, paste it here in your response. This will help us better understand how your site is set up.

    Next, can you please check if there are any logs for Stripe on WooCommerce > Status > Logs/? Try to check for the date and time one of these orders came back in.

    If there aren’t any logs can you please enable logging? To enable logging, go to WooCommerce > Settings > Payments > Stripe and enable the Log debug messages checkbox as shown in this screenshot – http://cld.wthms.co/VXQRo1

    Once we have this information we can move forward with the next steps.

    Thread Starter Dos_WPcom

    (@besttileadmin)

    4 years, 5 months ago

    Hi @luanluta,

    Thank you for your reply, and I am sorry I have not got back to you sooner. I had a lot of other work and this issue did not reappear until now.

    I noticed that it seemed to only happen with Apple Pay. I changed express checkout to only appear on the checkout and that was what I thought fixed it as it didn’t happen again until today.

    Again it is a duplicate order with Apple Pay. I have my site System Status, and I have a Stripe log for the duplicate orders, but I am not comfortable pasting them here. Is there a more secure way?

    Thank you very much for your help here!

    Sincerely,
    David.

    Plugin Support slash1andy

    (@slash1andy)

    Automattic Happiness Engineer

    4 years, 5 months ago

    Please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Please include a link to this forum thread, so that we can keep track of what’s already been done.

    We will be able to help you further there.

    Thread Starter Dos_WPcom

    (@besttileadmin)

    4 years, 5 months ago

    Hi @slash1andy

    I’m getting the following errors on Woocommerce.com

    Error 503 Backend fetch failed
    Backend fetch failed

    Guru Meditation:
    XID: 822163310

    Varnish cache server

    I’ll try it again later today. Thanks!

    David.

    Plugin Support nathvi V. a11n

    (@nathvi)

    4 years, 5 months ago

    Hi @besttileadmin

    I’m getting the following errors on Woocommerce.com

    Error 503 Backend fetch failed
    Backend fetch failed

    I’ll try it again later today. Thanks!

    Sorry about that! It could have been a temporary connection error causing it. Please try one more time and we’d be glad to investigate further on this.

    I’ll mark this thread as resolved for now so we continue our conversation via email.

Viewing 5 replies - 1 through 5 (of 5 total)

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