Multiple Credit Card Charges
Printed From: ProductCart E-Commerce Solutions
Category: ProductCart
Forum Name: Using ProductCart
Forum Description: Running your store with ProductCart
URL: https://forum.productcart.com/forum_posts.asp?TID=3379
Printed Date: 31-October-2024 at 10:32pm
Software Version: Web Wiz Forums 12.04 - http://www.webwizforums.com
Topic: Multiple Credit Card Charges
Posted By: thetatech
Subject: Multiple Credit Card Charges
Date Posted: 26-January-2010 at 3:24pm
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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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Replies:
Posted By: Greg Dinger
Date Posted: 26-January-2010 at 4:26pm
Posted By: thetatech
Date Posted: 27-January-2010 at 1:29pm
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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
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Posted By: Hamish
Date Posted: 27-January-2010 at 2:41pm
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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. ------------- Editing ProductCart Code? See http://wiki.earlyimpact.com/developers/editcode" rel="nofollow - WIKI Guidelines for Editing ProductCart's ASP Source Code |
Posted By: thetatech
Date 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... |
Posted By: Greg Dinger
Date Posted: 27-January-2010 at 3:08pm
Posted By: thetatech
Date Posted: 27-January-2010 at 3:15pm
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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..
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Posted By: thetatech
Date Posted: 27-January-2010 at 3:16pm
| We are still on v3.51... |
Posted By: Greg Dinger
Date Posted: 27-January-2010 at 3:20pm
Posted By: ProductCart
Date Posted: 27-January-2010 at 3:21pm
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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. ------------- The ProductCart Team Home of ProductCart http://www.productcart.com" rel="nofollow - shopping cart software |
Posted By: thetatech
Date Posted: 27-January-2010 at 3:22pm
| Obviously, when we tell them that the only way these duplicate charges can occur is by actions that they take during the transaction - they immediately become very defensive.. i.e. not taking any blame for the multiple charges... |
Posted By: thetatech
Date Posted: 27-January-2010 at 3:25pm
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In happens infrequently, but more times than I would expect. I thought about the gateway being slow and the customer possibly hitting 'refresh' when would cue up multiple charges. Is there any way to display a 'progress meter' so they will get the idea that something is happening and not to hit refresh or back?? |
Posted By: Greg Dinger
Date Posted: 27-January-2010 at 3:32pm
Posted By: Hamish
Date Posted: 27-January-2010 at 3:58pm
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It's also worth asking Nova if they can tell you anything about the repeated transactions. Did they receive multiple requests, their exact timings etc. If they are say, at 5-10 second intervals or longer then I would be more likely to suspect the customer is doing something strange. If they processed all of them over just a couple of seconds then it's more likely software related.
------------- Editing ProductCart Code? See http://wiki.earlyimpact.com/developers/editcode" rel="nofollow - WIKI Guidelines for Editing ProductCart's ASP Source Code |
Posted By: katharina
Date Posted: 28-January-2010 at 9:54am
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We also use NOVA (now Elavon) having this issue as well. I always think it is the user. Double click, oh wait the billing address needs to be changed after clicking pay, etc. What we do every day is: a) Confirm all payments for each invoice before it gets shipped. We had once one marked in the BO as being paid, but it wasn't in NOVA. It's a good accounting practice to check on payments anyway. Doing this will also reveal double charges. b) On the end of the workday we log in one more time to check for double charges. They settle our account around 6pm, but you can set it to whatever time you want with NOVA. What this does for us and the customer is prevent overdraft charges to their account. They may see douplicate authorizations to their account, but they will not settle, therefore no over draft fees. Beyond that the customer needs to talk to their bank and have charges reversed. We did have some unhappy customers over authorization charges, but we always ease them by telling them that they will be gone the next day. Blame it on technology. LOL Now I think the customer has some rights if all the charges do get settled and they do occur over draft fees because you refunded the extra charges at a later time. It's better to prevent them in the first place. ------------- Katharina ******************* www.GermanPlaza.com ******************* |
Posted By: thetatech
Date Posted: 28-January-2010 at 9:58am
Katharina -- TY for responding.. Do you still currently use NOVA? Do you have the Disabling of the PLACE ORDER button to prevent this? Thank you for your advice. WE will change our policies but I would rather rid this occurence from happening anymore 
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Posted By: katharina
Date Posted: 28-January-2010 at 10:10am
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I don't use that disabling code, didn't know about it until I read this. I didn't bother much either, since it is so infrequent. I agree on preventing it all together, but I think their is always someone who manages it somehow. Another thing that may help you is in NOVA that you can sort the daily transactions by payment amount, that will help finding duplicates if you have lots of orders. I also think there is some weakness on NOVA, since we do have infrequent order that show as being paid in PC and they are not in NOVA. You better check that way around too, because you may be shipping orders without payment. So good accounting practices are a must. We print all orders twice, go into NOVA, stamp our copy as being paid, and release the order for shipping. We do the same the Paypal. At this point you will notice duplicates. Perhaps you can also add the check duplicate routine to your end of day practice in the accounting department. It should not take long at all. ------------- Katharina ******************* www.GermanPlaza.com ******************* |