Order quantity "automatically increasing"

[@Peter]

Hi,

We seem to have an issue where occasionally customers will add a product to the basket, go through checkout (and pay), and then discover that they have ordered 2 of the product when they only wanted 1. This happens with different products, and seems to happen too often to be a mistake by the customer. I've tested it with the same products, and haven't been able to replicate the issue.

Has anyone else experienced this, or does anyone have any suggestions why this could be happening?

Thanks,
Peter

[RuralWeb]

Im seeing an extra bounce in checkout and it has been modified from standard so I would start there - I see its maintained for you so I would contact your designer to get it fixed.

[@Peter]

Thanks for your reply.

At what stage are you seeing the extra bounce? Is it anything to do with using Actinic's own secure service to record the payment details?

Oh, and I am the designer, though most of the checkout process was modified before I took it over.

[@Peter]

Im seeing an extra bounce in checkout and it has been modified from standard so I would start there

Would anyone be able to help me with this "extra bounce". I cannot see anything obvious, and it certainly doesn't increase the quantity for most customers (just occasionally), and I haven't been able to replicate this issue.

[TraceyG]

Hi Peter,

I can't see any extra bounce page but one thing that could possibly cause the quantity to increase is that customers are pressing 'Next' twice when on the last page of the checkout (payment method page). They may do this if the server is slow and they are becoming impatient or think nothing is happening. As this happens only occasionally, I would think that this is the case. You could possibly put a message on the checkout pages saying that the customer should only click the button once - I've seen this sort of thing on plenty of other sites that I've shopped on.

[Steve G Griggs]

Extra quantity added

I have had this happen as well, and that's the only way I can replicate the problem (even then not always). I sure it's a user issue, and not down to Actinic, as we used to have a slow server and got this quite a lot, then we switched to Actinic hosting and we get very very few now.
I think it it is purely impatience & a feeling that nothing is happening.
Quick plug here been VERY pleased with Actinic hosting. No down time, and all our problems we had before dissappeared.