Suggested new feature - Duplicate Order Management

[rodneep]

I would like to suggest that a new feature be added to Actinic
Duplicate order management.

Scenario:
A customer completes the shopping cart
Actinic allocates an order number
He progresses to secure card payment
Card payment fails (for whatever reason - lots of them)
Customer is returned to cart checkout page
He tries card payment again
Actinic allocates *another* order number
Card fails again
... and so on

A download of orders puts those orders into PSP
(as it should)

Now... continuing...

Same customer tries again to card payment
This time he succeeds.
(this can be within minutes following, or much later)

In the download of orders we now have:
a. one or several orders with different order numbers in PPSP
b. one order authorised payment.

(some customers give up at the first try and hence only end up, genuinely in PSP)

Many customers succeed in Payment Auth first time.

Now comes the big problem:
Multiply that scenario by the 800 or so orders received this weekend, and we have a massive task on our hands.

1. We look at the PSP page and delete all obvious duplicates
2. This weekend (to date 11.00am Sunday) that leaves 147 in PPSP

Now we have to switch screens to "Pending" and *try* to identify those that are on the PPSP list that have eventually succeeded. Then go back to the PPSP screen and delete those. Finally, leaving those customers that we still need to contact.

On this weekend's orders (of the 147 left after deleting obvious duplicates)we identified:
66 orders (also in PPSP) that had eventually succeeded

It is a huge task, and because we are "eyeballing" it, we may indeed be left with some in PPSP who have actually succeeded in paying eventually.

Duplicate order management would be a way of overcoming this. Either at the remote cart end, or locally. Ideally it would happen before downloading the orders.

How to identify a duplicate?
A PPSP order compared against "paid" that has:
1. same surname
2. same zip/post code
3. same total amount
4. check against first line item ordered.
(That is needed in case the customer does purposely create
another order for a different item at the same price)
(Order number cannot be used as a check, because Actinic allocates a new order number on each "try")

Please :-)

Regards
Rod

ps. Why they fail and end up in PPSP is another subject ;-)

[cdicken]

Why they fail and end up in PPSP is another subject ;-)

According to a lot of the PSPs I have spoken to, many of them fail quite simply because when faced with a payment page the customer just decides not to go through with the order. In this case, the customer has never technically 'submitted' their data to you, so you cannot legally do anything with the order details.

With regards to helping you filter out the true duplicates, I suggest using the export feature to export the 'Pending' and the 'Pending PSP' order details into csv files and then put the data into one Excel file. Sort the orders by order number. The first part of the order number comes from the customer's name and postcode so should be the same in all the duplicates.