ClearAccept flagging excessive payments

[mje]

Occasionally an order paid for with ClearAccept is flagging up as excessive payment received.

Only thing I can think of that may be casuing this is sometimes Sellerdeck crashes when downloading (can't syncronise, restart error message)

Is it this that would be causing the duplication ?

Thanks

Edit - sorted, customer called shop to pay over the phone saying he'd been trying on the website but "wasn't sure if the order was placed" ... ended up with the two payments against the original order as image above, placed another one this morning and then the phone order .... 3 refunds to process !

[Mike Hughes]

That's unusual and suggests there is something going wrong somewhere.

Once a payment has been made the callback should flag it as paid and prevent the customer trying again. It should also take the customer to the receipt page so they'd know it has been paid (and not try again).

I might be worth checking your error log to see if there are any errors that match up up with the payments. It could give you a clue to what is happening here as if it's happened a couple of time it sounds like it could be more than a temporary glitch.

[mje]

Whats happening Mike, is the order is completing and can be downloaded as "paid" but the customer is not seeing the "order completed . thank you " message - all they see is the "order / payment processing" thing and then an error message saying error 500 .... so are assuming their order has failed and some try again, go through the whole process again, and get charged again without knowing about it.

I was not getting the "you have an order" email, but Jonathan @ Graphicz has fixed that, but I am able to download the orders and can see the multiple payments there and in my ClearAccept portal.

Support have now responded, looking into it and we have removed Sellerdeck / ClearAccept option from the website to hopefully prevent anymore issues, I don't know if PayPal is affected the same as not had a PP order Monday / Tuesday (it was all OK at the weekend) - I did notice this evening that Apple Pay is listed as an option, but is not working either, I don't know if that is a consequence of upgrading to 18.2.3 or the issue I have with ClearAccept payments.

image_50423297 (1).JPG

[Mike Hughes]

Yes, I see that you've joined the 'checkout freezing' thread in the V18 topic and it does sound as if it's part and parcel of the same thing. Probably related to a layout update problem. I guess the best thing to do is stick to that thread and see if a revised layout sorts it (when support get back back to you).