Two Orders With 1 Payment - PayPal

[Goz]

I have a site running which uses Silver theme with no modifications.

When an order is paid for using PayPal, I almost always get 2 orders generated in Actinic. The first downloads and is put into "Pending PSP" and then an identical order is downloaded and has a PayPal payment attached to it so it goes into "Pending".

Has anyone experienced this or have any idea why this might be happening?

There is another payment option - "Cheque To Be Sent To Office" (basically "Cash On Delivery") - and this problem doesn't happen with that payment method.

[Mike Hughes]

I haven't seen this before.

Do the two orders have different order numbers ? This would tend to suggest that the customer is backing out from the payment stage and then going back in again. I wonder if they're maybe expecting to be taken to a proper PSP rather than paypal and are going back to check they've selected the correct option. Does your paypal option mention credit card payments at the payment choice?

Mike

[Goz]

They are different order numbers. The first always comes down without the payment and the second one has the payment.

The order times are always the same minute or 1 minute apart.

I've spoken to some of the customers and they say they just pay as normal.

My payment option says "Credit Cards and Paypal"

I think I'll take this to support - I just wondered if anyone had come across it before.

[Mike Hughes]

My payment option says "Credit Cards and Paypal"

I suspect this is just customer behaviour. They click on the payment method that says 'credit cards...' only to be presented with a paypal screen so then they go back thinking they made a mistake. When they see that it is the correct payment method they go to pay again which creates a second order.

An easy way to check would be to change the text to say "PayPal - also use for credit cards" so people know what to expect. If the problem goes away or reduces then you know this is the cause.

The thing is that people tend to run on autopilot. They see 'credit card...' so select that without really noticing the paypal bit. Then they get surprised to see paypal so go back to check. It's classic behaviour.

Mike

[JGLIGHTING]

Hi

I had this for the first time yesterday. I thought thought the customer hit the back button by mistake then then click enter again to go to paypal.