Multiple Credit Card Charges

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   Seldomly, we get a customer that accrues multiple credit card charges for an order but yet I cannot replicate how they are doing it and, as I said, it doesn't happen everytime.
Does anyone else have this happen to them?? If so, does anyone know of a sure-fire way to keep this from happening?

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thetatech Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 05-August-2008 Status: Offline Points: 0	Post Options Post Reply Quote thetatech Report Post Thanks(0) Quote Reply Topic: Multiple Credit Card Charges Posted: 26-January-2010 at 3:24pm
	Seldomly, we get a customer that accrues multiple credit card charges for an order but yet I cannot replicate how they are doing it and, as I said, it doesn't happen everytime. Does anyone else have this happen to them?? If so, does anyone know of a sure-fire way to keep this from happening?

Greg Dinger Members Profile Send Private Message Find Members Posts Add to Buddy List Certified ProductCart Developers Joined: 23-September-2006 Location: United States Status: Offline Points: 238	Post Options Post Reply Quote Greg Dinger Report Post Thanks(0) Quote Reply Posted: 26-January-2010 at 4:26pm
	It may be a case of them hitting submit more than once. If that's the case, try this: http://www.earlyimpact.com/faqs/afmviewfaq.asp?faqid=475

thetatech Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 05-August-2008 Status: Offline Points: 0	Post Options Post Reply Quote thetatech Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 1:29pm
	I have implemented the strategy you have listed but the multiple charges occur infrequently. All this does is create more overhead for our accounting/cs depts and infuriates our customers when it happens. I am looking for (1) why/how it happens and (2) how to prevent it

Hamish Members Profile Send Private Message Find Members Posts Add to Buddy List Admin Group Joined: 12-October-2006 Location: United Kingdom Status: Offline Points: 56	Post Options Post Reply Quote Hamish Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 2:41pm
	Hi, Are you saying the prevention of multiple clicks creates more overhead / fury - or (as I suspect) the multiple charges. When did you implement the change - is the problem occurring even after the change - as that is waht it should be preventing! (1) - Why/How it happens : When a customer hits "submit" to complete the transaction more than once then they send duplicate transactions to the payment gateway, which may well happily accept them. (2) How to prevent it - The code as suggested by Greg.
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thetatech Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 05-August-2008 Status: Offline Points: 0	Post Options Post Reply Quote thetatech Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 2:57pm
	Hamish.. The mulitple charges cause us and our customers a great amount of grief. I implemented the preventitive code a while back but the multiple charges still occur. Yes. The problem is occuring even after the change has been implemented. What if customers hit the back button after charging.. or hit the refresh button during the transaction... Can my processing center (NOVA) be at fault.. I have got to put an end to this...

Greg Dinger Members Profile Send Private Message Find Members Posts Add to Buddy List Certified ProductCart Developers Joined: 23-September-2006 Location: United States Status: Offline Points: 238	Post Options Post Reply Quote Greg Dinger Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 3:08pm
	The circumstances when I found it necessary to install that code was a store running a MS-Access database. Customers were experiencing slow site response due to the database. Although we ultimately upgraded the store to MSSQL, installing this fix did resolve the problem. I find it surprising to learn that you still have the problem after installing that code. What version are you running? What database?

thetatech Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 05-August-2008 Status: Offline Points: 0	Post Options Post Reply Quote thetatech Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 3:15pm
	We have 4 different sites -- all running under SQL Server 2000.. The response time from the submit button to the Thank You page is quick. Yet, 2 days ago within 2 minutes, a customer had 4 charges duplicate charges which caused them to have an overdraft fee that they are now wanting us to repay them for -- its a total mess. The multiple charges have occurred on each of the sites.. I am desperate to find out why and how to stop them..

thetatech Members Profile Send Private Message Find Members Posts Add to Buddy List Newbie Joined: 05-August-2008 Status: Offline Points: 0	Post Options Post Reply Quote thetatech Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 3:16pm
	We are still on v3.51...

Greg Dinger Members Profile Send Private Message Find Members Posts Add to Buddy List Certified ProductCart Developers Joined: 23-September-2006 Location: United States Status: Offline Points: 238	Post Options Post Reply Quote Greg Dinger Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 3:20pm
	Have you interrogated the customer as to what part of their own procedures may have led to this? I don't have any further ideas, but if you can answer the above this may give someone an idea to pursue.

ProductCart Members Profile Send Private Message Find Members Posts Add to Buddy List Admin Group ProductCart Team Joined: 01-October-2003 Status: Offline Points: 135	Post Options Post Reply Quote ProductCart Report Post Thanks(0) Quote Reply Posted: 27-January-2010 at 3:21pm
	Is this a one-time occurrence or have you experienced this issue multiple times? If it's a one-time issue, it was probably due to a communications problem between the storefront and the payment gateway. For example, the payment gateway's server might have been down or slow to respond. The customer might have then submitted the form multiple times. All the requests were probably "queued up" by the payment gateway and processed. It's really hard to have a bullet-proof solution to this. Even if you add JavaScript to disable the submit button, if the customer clicks to submit the form, goes to a blank page (gateway's server is slow to respond), goes back to the payment page and resubmits, the issue will remain.
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