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Duplicate order after first order times out in cart

Michaela Drapes
$organization

This is an issue that's been happening off and on since our new (totally custom) site launched in 2012, and we cannot get to the bottom of it, since we (and our web developers) simply cannot reproduce it for testing.

Here's the situation:

  1. Patron places an order, but too much time passes. They see a too much time elapsed/order timeout message and they do not receive an order confirmation.
  2. So, thinking the order failed, the patron goes back through the purchase path and resubmits an order, for which they do receive an order confirmation.
  3. Patron is later surprised to discover that they have been double-charged, as (surprise!) both orders went through.

A fun variation on this theme is that sometimes there's a hold on the patron's credit card for two orders, but only the second order comes through and the first hold eventually disappears and they are only charged once.

So, I come to you out of utter exasperation: HOW is that first order going through? Why isn't it generating an order confirmation? Has anyone else ever experienced this?

Any help you can give would be very, very appreciated. Thank you!

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  • $organization

    Hi Michaela,

    We have seen this issue, quite a lot recently in fact.  We currently have a ticket in with TASK and would recommend you do the same (if you haven't already).  Essentially it seems to be that there is a timeout happening somewhere along the way - so the transaction is authorised by the card company, but by the time it has hit back to us it has timed out.  In our case, we see 'V' transactions in T_CC_SERVER_LOG, and a sale then a sale reversal in our credit card portal.

    Unfortunately, we haven't been given a definitive cause as yet, and changing our Timeout settings hasn't helped.  I'll let you know if I hear any more though!

    Best,

    Sarah

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  • $organization

    Hi Michaela,

    We have seen this issue, quite a lot recently in fact.  We currently have a ticket in with TASK and would recommend you do the same (if you haven't already).  Essentially it seems to be that there is a timeout happening somewhere along the way - so the transaction is authorised by the card company, but by the time it has hit back to us it has timed out.  In our case, we see 'V' transactions in T_CC_SERVER_LOG, and a sale then a sale reversal in our credit card portal.

    Unfortunately, we haven't been given a definitive cause as yet, and changing our Timeout settings hasn't helped.  I'll let you know if I hear any more though!

    Best,

    Sarah

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