Explain this!

[Mick Jackson]

I received the usual e-mail copy of the customers order, OK no problem, it agreed with the downloaded order.

16 minutes later another copy arrived in the inbox, but this was for a different amount, both e-mails referred to the same items, but in the second e-mail the quantity of one of the products had miraculously been increased from 3 to 8 and the totals VAT etc. had been proportionally increased.

I compared the headers for both e-mails and could find nothing suspicious.

Have I been hacked?

[wjcampbe]

The customer can tell you if you call them at the number they gave you on the order.

[Mick Jackson]

Would not want to upset the customer by contacting them over something I am just curious about.

Probably should have mentioned that both e-mails had the same order reference number.

I am not looking for answers, unless this is more sinister than appears at first glance.

[Mike Hughes]

I think the suggestion is that the customer may have fiddled the numbers.

I would check:

a) the order number
b) do another download in case there's a new order
c) check with the psp how much has been charged to the card.

I haven't heard of this happening before though.

Mike

[jont]

I second Bill's suggestion - give them a quick phone call under the pretences of checking say the postcode or something benign .... no need to mention the site has been hacked and their credit card being used to finance gun-running in the far east

[Mick Jackson]

PSP figure agrees with the lower total and the downloaded order.

[Duncan Rounding]

Apart from phnoning and checking in the far east you could also check your server logs and search for the order number, filter by IP, and then check what the customer was doing leading up to the orders.

[wjcampbe]

If you follow Duncan's suggestion you might see two visits to the cart.

I would call or email and question the quantity requested. What happens if you ship 3 and the customer wanted 8? An unhappy customer, and that costs more than the contact.

[Mike Hughes]

It does look as if something strange is going on. But it's not at all clear what.

I would also call the customer at this stage. If he's genuine then you need to explain that there may have been an error somewhere as he might also have got the rogue email and be confused about what's going on. It's also possible that he might have been trying to change his order and messed up somewhere.

I doubt if it's anything sinister as there are easier and less discoverable ways to make fraudulent purchases.

Mike