Announcement

Collapse
No announcement yet.

3 payments for one order error

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

    3 payments for one order error

    Hi, we have had a customer call today to say he has contacted his bank and he has been charged 3 times for one order for an order placed on our website.
    We use actinic payments

    Checking in actinic i see we have three orders pending payment all with unique order numbers although they are for the same customer and the same amount.

    Checking in actinic payments admin online I see there are three transactions showing against his card but they all have the same unique ref number, all transactions are showing as approved with a green tick although the state shows as voided. Surly they should all have a different ref number.

    None of them are showing as settled yet.

    Now the customer is demanding we refund him.

    Any idea what is best way to go forwards.
    I have contacted support but awaiting there reply.
    Wesley
    Treasure Island Sweets

    #2
    I've seen this when a customer failed their password check with 3D secure a couple of times and got it right on the third attempt. In fact it happened to myself and I ended up with 3 insurance policies on my car. It seems that even though my password was incorrect, the bank (HSBC) confirmed the rest of my details and authorised each attempt I made, even though 3D Secure told me it hadn't been authorised. Is this a possibility Wesley? If it is, you may be better talking to your bank.
    Regards,

    Nick Churchill
    www.oliverslighting.co.uk
    Olivers Online Shop
    Working within SellerDeck V11

    Comment


      #3
      I had a situation around 18 months ago where the customer contacted me stating that they had checked with their bank and be told that a payment had been taken twice, despite only one payment coming through to me.
      When I telephone the payment processor (NoChex at the time) they confirmed that only one payment had been accepted tried to explain that despite only one payment being accepted the bank at the other end may temporaily show the two payments.

      I don't understand how it works but it is possible that if the customer checks with their bank the next day they may find only one payment has actually been taken and the other two were simply temporarily shown on the system.

      I know in my case I tried to reassure the customer that more than one payment had not gone through but to double check when the statement arrives and I never heard back so assume everything was fine.
      Darren Guppy
      Golf Tee Warehouse
      Golf Tees and Golf Accessories.

      Comment

      Working...
      X