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Credit Card Double Charges

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UNLTina View Drop Down
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Post Options Post Options   Thanks (0) Thanks(0)   Quote UNLTina Quote  Post ReplyReply Direct Link To This Post Topic: Credit Card Double Charges
    Posted: 28-November-2005 at 10:51am
I'm having a problem with my customers pressing the submit button twice during transactions. Nearly every 5th order we get is charged twice.  Is there a pop up screen or a warning that can tell people to NOT press the submit button twice or they will get double charged?  It seems like the customers are getting anxious because they submit their order and the computer screen doesn't do anything for a minute and they thing their order did not go through.

Is there any way I can prevent this from happening?  We are starting to see a lot of irrate customers and our finance office is not thrilled to be crediting so many transactions every week.

Thank you,

Tina
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Post Options Post Options   Thanks (0) Thanks(0)   Quote ProductCart Quote  Post ReplyReply Direct Link To This Post Posted: 28-November-2005 at 3:23pm

Hi Tina,

An update on this topic as it might affect other ProductCart users:

  • JavaScript code exists to disable a submit button once it has been clicked. For example, see this sample code >>
  • ... however the code is not supported by older browsers, which is why it has not been added to ProductCart yet.
  • We are looking into the best solution for this issue and will post an article to our knowledge base soon. Once we do, we will also update this Topic.
The ProductCart Team

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Post Options Post Options   Thanks (0) Thanks(0)   Quote amgqmp1 Quote  Post ReplyReply Direct Link To This Post Posted: 29-November-2005 at 12:09pm

This is a significant issue for us as well...we handles *many* duplicate charges each month, and, I dare to think of the cost we incur due to this situation not being handled...

I'd like to use the sample JavaScript code you've linked too...do you have any info on how one would implement it into your "gwAuthorizeAIM.asp" file (running latest 2.76p)?  Some basic guidance would help me greatly...as the page is quite substantial, and, while I'm versed in ASP, JavaScript, etc., it's a daunting task to know how to properly insert that code into a production store...

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Post Options Post Options   Thanks (0) Thanks(0)   Quote ProductCart Quote  Post ReplyReply Direct Link To This Post Posted: 29-November-2005 at 8:21pm

We have been doing extensive research into this issue. The issue is more complex than it might seem. This is because:

  • Any JavaScript-based solution is useless if the page is reloaded.
  • According to our research, the problem is not that the customer stays on the payment page and clicks on the button twice, since in most cases the page immediately changes to the processing page (e.g. often an empty page while communicating with the payment gateway). Rather, we believe that the following is more likely what happens:
    • there is a delay in the processing of the transaction
    • the customer believes that nothing is happening
    • the customer clicks on the "Back" button to return to the payment page (the payment form is reloaded)
    • the customer resubmits the payment form (the order ID is the same, but this is a new transaction)
  • If this is the case, disabling the submit button is not going to help.

Preferred Solution
For all payment gateways where the payment form submits to the same page (e.g. gwAuthorizeAIM.asp), we believe the best way to go is to set a session variable when the form is submitted. The submit button would then be hidden on the payment form if the session variable has a certain value. The variable would be cleared before showing a "transaction denied" message (e.g. the credit card has expired), so that in those scenarios the payment form can be resubmitted (on gwAuthorizeAIM.asp, the session variable would be cleared before redirecting to "msgb.asp").

We are investigating the best way to implement this idea.

Disabling Image Button
That said, we would also like to provide an easy way to disable the submit image button for those who want to implement this code on their own right away. The following JavaScript works on all browsers except for Safari on the Mac.  

This code can go anywhere before the image button:

<script type="text/JavaScript">
<!--
function DisableSubmitButton(sbtn) {
  sbtn.disabled=true;
  sbtn.form.submit()
}
//-->
</script>

On the image button itself, you would then add the following onClick statement:

onClick="DisableSubmitButton(this)"

We will be back with more information on the Preferred Solution mentioned above. We are interested in hearing your thoughts, if you have any.

The ProductCart Team

Home of ProductCart shopping cart software
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Post Options Post Options   Thanks (0) Thanks(0)   Quote amgqmp1 Quote  Post ReplyReply Direct Link To This Post Posted: 30-November-2005 at 6:15pm

The preferred solution sounds great, and, the interim solution is pretty darn good too!  Thanks again...you folks always step up with amazing results!

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Post Options Post Options   Thanks (0) Thanks(0)   Quote CleverNickname Quote  Post ReplyReply Direct Link To This Post Posted: 15-December-2005 at 12:00pm
We were able to stop the duplicate orders by disabling the Submit button after it's clicked, but also loading the catalog into a popup with no toolbars - and disabling right click on the submit page.

Since doing all that we've only had a couple of duplicate orders.  I suspect those came through from folks with Javascript disabled on their browsers.

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Post Options Post Options   Thanks (0) Thanks(0)   Quote amgqmp1 Quote  Post ReplyReply Direct Link To This Post Posted: 29-December-2005 at 10:17am
For whatever it's worth...we added a snippet of text during our checkout process advising customers not to click submit multiple times.  This has nearly eliminated our problems...it's a low-tech "fix", but, it's working for us. ;)
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