Payment Pending, order received but not sent ...

[simonwar]

Hi,

I am on Digital Download, and use Autoship to sned products.

I recieved an order today that looks like it gave the customer some problems.

They entered it 3 times, creating 3 unique Actinic Order Numbers.

But, none of the orders generated a COPY to be sent to my new orders mail box, and payment did not get authorised?

Anyone got any ideas what may be wrong?

Thanks, Simon.

[TraceyHand]

well, if payment wasn't authorised then the order wasn't completed which is why you didn't receive a copy of it.
Have you checked to see if their payment was refused/failed? (assuming you use a psp)
It could be that the customer wasn't transferred to the payment pages successfully or their payment details failed.
Their persistence implies that they didn't purposefully abandon the cart before paying but it's not that unusual to get orders like this.
Worth a quick email to see if they had problems etc..would they like to pay by another method (if possible)?

[simonwar]

I checked with my bank, there's no reference to any activity whatsoever.

I'll do what you recommend and contact them in the morning, I just hope they wern't put off by the transfer from the site to HSBC?

Q. If I contact them in the morning and they want to re-do the checkout, how can they carry on where they left off, I assume their cookies will be scrubbed overnight? (First time this has happpened).

Thanks, Simon.

[TraceyHand]

not sure. Their browser might retain their details so they can go through your website and checkout again.
Depends on your website settings (as to how long their cart is stored) and their cookies or whether they checked the "remember my details" box, I guess

[Paul Bulpit]

Ask them if (& what) antivirus software they are running.

We don't use digital download, but do get (i) many duplicated orders & (ii) often don't get the email confirmations.

I opened another thread yesterday - may be related?