Customer Doubled Charged

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  • Updated 3 years ago
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This conversation was archived and is no longer visible to community members. The community moderator provided the following reason for archiving: I want to assure everyone that this has our top attention and we are working with the payment gateways and Rackspace to isolate and resolve this issue once and for all as soon as possible. We have logging turned on for every customer that has written in

I have just received my 5th customer getting doubled charged twice. Any one else having this problem? www.caddydaddy.com
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Caddy Daddy

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Posted 4 years ago

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whomadeyoursite

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Totally agree.
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Nile

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THIS-IS-UNBELIEVABLE!

CC, I guess I'm not alone with the frustration, being disappointed, angry and feeling taken advantage of.

It's time for you to finally accept the matters, take responsibility and step up by going way above and beyond here and for other's still awaiting solutions, like me! What will it take?
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lsavage320

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I've had my CC store open for just over a month - we process with Authorize.net and are having issues with double (and one triple!) charges. I monitor my Authorize.net "Unsettled Transactions" report constantly to void duplicate charges before they are settled at the end of the day. Have submitted several tickets and they are supposedly looking into the problem. Had no idea it was so widespread until I read this post!
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Caddy Daddy

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Thank you for getting involved. I'm sure that CC has many more that are not in the community and just turn in tickets. Caddy Daddy
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Jubilee

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We had another missing order on April 3. Customer was charged through Authorize.net but no order was created in CC.

The customer's account with all the info was created but the "order" was stuck in abandoned carts with no customer information assigned to it. Seems that CC stopped documenting the order in my store once the customer proceeded to login or checkout.

This has been an ongoing thing in my store since March 2011. Thankfully it doesn't happen often but I have an "unsolved" support ticket on the subject.

I don't believe this is the issue of a customer using the back button because there was only one attempt to authorize this order. I've never seen double charges but occasionally see the missing order with successful payment.
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gpcall

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" I was actually able to duplicate this. But the way i duplicated was by clicking the back button in the browser after clicking the order submit, then being taken back to the view cart screen and then checking out and submitting the order again. The reason i know this is what is happening was because i looked and compared the times that the charges took place in Paypal. "

If the fault is also known to occur in this scenario, then it should be blocked/modified immediately while efforts are made to isolate and identify the real source of the problem. Network lag with shopping carts is a generally known problem, yet disabling a (mal) function like this or even some simple text messages on checkout screens could save some hassle here.. good luck with a solution and hope it comes soon..
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mw

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Is Core looking into this problem? What is their response? This is huge since customers don't want to here about any excuse! If you don't have hundreds or customers a day you might want to match orders. Their integration with Paypal is sooooooo lacking. I have to match every single paypal express orders with my orders since everytime a paypal user sends a gift to someone else ALL information in the billing changes to the gift address- it is unreal- I have never seen this happen in all the years we have been using Paypal. It only started when we switched to Core- they aren't too interested in checking out the problem because apparently there are not enough customers on here who are having the same problem- thus many hours of wasted time!
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Caddy Daddy

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Way to go CC. The torture continues. In addition to this customer today having his order lost in Abandoned/Live Carts he was triple charged. Why do you come out with new features? You need to throw every resource at this and solve this long overdue constant problem. This is Bad Bad. DADDY
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Nile

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I completely agree with both @mw and @CaddyDaddy. CC is quite quick to feed our Praise from within the Community to their brochure sales site, but is slow to assign appropriate resources on to matters like this. This is quite embarrassing.
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Matt DeLong, CEO

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@nile getsatisfaction has an API that we use to auto-move "praise" to the homepage of our website....so it's not that we are quick to do that, once a week a script runs to copy it to our homepage -- it's automated :-)
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Jubilee

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I always get a quick reply to my support tickets on the subject. The reply says basically, thank you we are working on it.

I want to give them the benefit of the doubt and believe that they are really working hard but it's been over a year now since they have known of the situation and still no solution.

It makes me feel uncomfortable about the entire payment situation if payments are dropped and they don't know why. And as I've said before, it must be a CC problem since it is happening with Paypal and Authorize.net both. It also indicates a CC problem since it is only happening in one of our stores and not the other.

... venting.
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Jubilee

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Another missing order on April 4. This time it was a paypal order. All previous times it was Authorize.net. And again this time, the order was stuck there in abandoned carts with the customer's name and the correct items. This was not a case of the customer using the "back" button because there was only one paypal charge and no order created in CC. We have two CC stores and I just don't understand why this is an ongoing problem in one store and never happens in the other.

I'm getting really tired of explaining to customers why/how we "lost their order". That's how they see it. They don't understand about cart systems. If they pay money and don't get the goods, it's the merchants fault.
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Michael Grant

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Why is this still not fixed?
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Caddy Daddy

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Hi Michael,
Based on my conversations with CC I don’t think they know how to fix this and it is not at the top of their priority list as it does not affect the masses only a few. Thank you for posting. DADDY
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Caddy Daddy

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CC has rebuilt the paypal integration module before my last double charged happened. I do want to thank CC for finally getting there ticket admin area upgraded. Wish they had fixed our problems first. www.caddydaddy.com DADDY
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Caddy Daddy

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On Friday 20 th CC removed one of my posts about what I believed and the timing on when these issues started. Did not think that saying what I believed to be true would be censored. All of us involved I'm sure feel the same way. There is a way that they allow us to dispute what they did and I'm now going to do that and see what happens. www.caddydaddy.com DADDY
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SunnyB

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Hmm, I am new to CC (from Australia) and working on building my store, makes me think should I go with CC or others that I am testing at this time. I will be keeping an eye on this forum if this issue is resolved.
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Caddy Daddy

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Another paid customers order today LOST IN Abandoned/Live Carts
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Helen C.

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Hi Caddy Daddy,

Would you mind to send us the order # in a ticket so we can look into this for you?

I am sorry for any inconvenience this may have caused you.

Thanks,
Helen
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Caddy Daddy

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I always do. I did this time as well. DADDY
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Helen C.

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Hi Caddy Daddy,

I looked for a ticket on this from today and I was unable to find one. Would you be able to point me in the right direction? I want to do everything I can to help to get this issue resolved for you.

Thanks,
Helen
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Caddy Daddy

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120118-911493 Where is this order? I don't see it complete. 4 Hour(s) 13 Minute(s) ago Feedback Received
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Helen C.

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Thank you for posting the ticket number and for documenting the issue. We are looking into this and our CEO has responded to your tickets personally.

Thanks,
Helen
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hill.chris.m

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We are having missing orders and duplicate charges in authorize.net. I have tickets open on this and hope it is resolved soon because we have a lot of angry customers!
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Jubilee

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Not to be negative, but I have had an ongoing support ticket open on this issue for over 13 months. Every time it happens I update them with the details. The response I get from support is that "the developers are looking into it".

After 13 months, I've come to the conclusion that it's not a priority with them. Which is sad because everything else about CC is so great.
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hill.chris.m

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Yikes. 13 months? You're not being negative. That's just honesty. I am worried that we will continue to lose customers because this isn't a priority with CC.
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Jubilee

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I just try to be a politely squeaky wheel.

Hoping that if we continue to keep this thread at the top of the forum, it will eventually get some attention to the problem. The CC cart is too good for them to let something like this go indefinitely.
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Caddy Daddy

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Matt (Mr. CC) got back to me and said Cloudflare was not the problem. Yes that is true we have only had Cloudflare for 6 weeks.(Note on Cloudflare: No phone support and we will probably stop using this as we see no improvement). Would have hoped that CC was further along with this problem solving.
DADDY
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Jubilee

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hmm... I could have told them Cloudflare was not the problem. We don't use Cloudflare.
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Caddy Daddy

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Another paid customers order today LOST IN Abandoned/Live Carts
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David Oakes

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Been watching this topic for some months now glad it wasn't happening to me.

Then today it did.

Cmr emailed me to say having trouble placing order. The, I received authorize.net email for receipt of funds. No order generated - BUT the cmr did get an auto email receipt with order number 2446. Item still in abandoned cart. Cmr account is set up. Logged in as customer - nothing in cart - no order.

Immediately put through a test order - went fine.

Messy, but at least the cmr seems amused by the whole situation.

wouldn't want this on a regular basis.

David
www.cribbageguy.com
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Caddy Daddy

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Another paid customers order today LOST IN Abandoned/Live Carts
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hill.chris.m

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Can someone from CoreCommerce please respond to this thread and let us know what's going on with this issue? It's clearly a widespread / serious problem and some communication would help.

Chris
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Michael Grant

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Seriously, this is ridiculous. There's no way in upgrading my account until this it's resolved. I'll go to a competitor that doesn't have this issue.
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David Oakes

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And again today. Never before, then twice in 2 days!

Also, when I go to phone order, select the customer account and put it in as a check sale (then approve) to re-enter it into the system, other info turns up! The phone number, address, delivery address, email, etc as well as comments.

So the order IS IN the CC system somewhere, connected to the customer, just not showing.

The product info, you can get from the abandoned cart, so all the info seems to be there.
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Michael Grant

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Legendary SupportTM at work here...