Duplicate orders when using Sagepay

[Buzby]

Over the last couple of weeks we have received a very high level of orders where the customer has ordered 2,3 or even 4 times due to errors received with Sagepay of pages freezing or crashing.

We receive all orders fine so are aware of the duplication, however we have also dispatched goods only for the customer to be surprised believing that their order had been unsuccessful. In these instances the customer had only ordered the once so there was no indication to us that there was a problem.

Is anyone else having this problem?

[saucysal]

Yes

Yes, we have had this problem occasionally, and similar ones. We have had a customer place an order and make payment 4 times, having received error messages with SagePay with the first 3, we received one successful order in Actinic which we despatched. She contacted us a while later when she received her card statement, we searched on SagePay and found the 3 other successful payments that we had known nothing about, and refunded them.

Similar things happen occasionally where somebody has made a successful payment but the order came into Actinic as a failed payment. We knew nothing about the successful payment until the customer chased up their order some days or weeks later. Sometimes we find the successful payment on SagePay, and sometimes not, but find it on PayPal. Our PayPal payments are made via SagePay, so the successful payment should have been findable on SagePay but was not. It appears to be a problem where the payment is not being linked to the order.

All these events can lead to very unhappy customers, though we have been lucky so far that they have been understanding.
Sarah

[saucysal]

Further

We have a warning near the end of our Checkout that if the customer does not receive the order confirmation emails from us, and are not taken back to our website to view/print their receipt, and have not received the order shipped email, they should contact us immediately. This helps with some cases, though few people actually read anything that we say.

If they made multiple payments you would think that they would have received multiple confirmation emails, at least from SagePay if not from us also.

Sarah

[gillian]

I have the same problem Sage Pay success, Actinic failure.

Anyone please?

[Jan]

I seem to be having this problem with Paypal since upgrading for 10.0.1, I'm watching it ATM to see what it actually happening.