Multiple orders Problem / Glitch

[mattc]

I have a serious problem with multiple orders occurring from customers.

Customers seem to be generating multiple orders without intending to.

E.g. a customer placecs an order, but then something goes wrong. Then they try again. My client eventually receives 3 orders - 2 that have identical time stamps, and a third some minutes later.

All three have different order numbers.

I would really appreciate any recommendations.

Thanks

[Mike Hughes]

Most likely either:

1. Not getting directed to the PSP due to problems
2. PSP page is slow to load
3. Double clicks on the button (isn't this autoredirected?)
4. Combination of the above.

Unfortunately I'm not psychic so can't really say what's happening on your site.

Mike

[Kirk]

We get duplicate orders about once a week or so. Invariably the customer will call us to make sure we deleted one of them. In visiting with them, they rarely say they created a second order. It seems to happen when they use the browser "back" button rather than the one in checkout.

I don't know if this is actually the case, but it might make sense; a page is slow to load, so the customer impatiently hits the back button then proceeds through checkout. Maybe some of the more technically oriented folks can comment on that.

You might put some text on your checkout pages something to the effect of "Please do not use the back button on your browser. It could create a duplicate order" would help reduce the duplicate orders. I've been meaning to put that on mine but have not done it as yet.

[pinbrook]

Most likely either:

1. Not getting directed to the PSP due to problems
2. PSP page is slow to load
3. Double clicks on the button (isn't this autoredirected?)
4. Combination of the above.

Unfortunately I'm not psychic so can't really say what's happening on your site.

Mike

or slow hosting...

[leehack]

or fasthosts...

[mattc]

Hi all, thanks for your responses...

1. Not getting directed to the PSP due to problems
2. PSP page is slow to load
3. Double clicks on the button (isn't this autoredirected?)
4. Combination of the above.

1. Any clarification or method of diagnosing?
2. Client uses paypal pro so psp page doesn't come into it
3. Yep possibly this - I tried to stop this using javascript but I couldn't get it working without completely disabling the buttons action. Anyone managed to do this?
4. n/a

I've had a note on the reciept page for a while to the effect of "dont press back" but it still seems to be happening. Trying to talk to tsome customers but its not that easy!

[Mike Hughes]

Presumably only one of the orders is paid for. The second one perhaps?

- Any before that is probably due to mis-clicks, slow pages, etc. All you can do is go through the checkout process a few times and look for things that aren't quite right. There could also be a problem if the customer isn't ending up where they expected to be. i.e. if your client calls the payment method 'paypal' then people are going to be surprised if they find themselves still on his website and are going to back up to make sure they selected the right payment method. 'Paypal pro' is just the technology name and shouldn't be shown to the customer. It should really be called 'online CC payment' or something like that.

- Any orders after the paid for one is probably due to back clicking out of the receipt page. To reduce this check the receipt page works and put a 'BIG' link on it that says 'RETURN TO WEBSITE' or 'CLICK HERE TO CONTINUE' or something like that. You could also put a redirect on the receipt URL to prevent people from clicking back beyond that. It'll annoy some of them, but you have the order, so it's up to you whether to do this or not.

Mike

[mattc]

Hi olderscot, thanks for your comments

all orders get paid for.

The customer never sees 'paypal' etc, paypal pro is called 'Credit/Debit Card' on the site.

The customers never visit the paypal site, they stay on my client's site the whole time.

[Mike Hughes]

all orders get paid for.

Then you / Actinic have a serious problem. I can't see any logical way that the customer is going to pay for three orders when they only want one. There must be a bug with paypal pro and you need to get actinic onto the case.

Mike

PS. Paypal Pro isn't PCI compliant so I'd probably recommend moving away from it anyway.

[pinbrook]

PS. Paypal Pro isn't PCI compliant so I'd probably recommend moving away from it anyway.

it doesn't have 3d secure either

[TraceyHand]

could it be a receipt page issue then?
If the customer is getting an error instead of a receipt page, perhaps they are going back and submitting again?

[Mike Hughes]

If the customer is getting an error instead of a receipt page, perhaps they are going back and submitting again?

Good thinking. I did say check the receipt page but don't know if he did anything about it.

Mike

[mattc]

hi all,

Yes looking at moving away from paypal anyway. I'm guessing your choices are protx? Also looking at a couple of others...

Receipt page is a possibility - google analytics integration wasn't that smooth so could be that.

Will post back after some testing.