AbleCommerce Shopping Cart Software

We had a customer call in today and said that they where charged multiple times for an order that they place a couple of days ago.

In checking into it it we called the customer and she said she was getting an error while trying to checkout (unfortunately she could not remember what it said - she did say that it was an odd message, nothing related to credit cards problem that she could recall) and that she tried multiple times during the day to place the order. Then finally on the 4th attempt the order went through.

But all of the previous attempts to place the order while they did not generate an order in her account (or anywhere that we can see) her card was charged 4 times.

Here is a screenshot from Authorize.net - it shows 4 charges over about a 3 hour period Here is a screenshot of the order history - notice the gaps in the order number match the authorize.net transaction. The customer service team said they had seen this a couple of times in the past few months when they where placing orders (getting an odd message and the credit card was still charged) but they had caught it before the customer did.

Any ideas on what we cause this and to prevent it going forward?

Hello Eldon,

Are you using Authorize.net CIM? On the Configure > Store > General page, what do you have for your Checkout Settings? The one I'm interested in is the setting for Order Payments.

Did this customer get an order through at all? Or did she just give up. In your first screenshot, it looks like maybe she did get order 118360.

Thanks
Katie

You are correct 118360 was a successful order for this customer.

Yes we are using the Authorize.net CIM.

Here are the checkout settings.

The checkout setting "Do not create order unless it has a successful payment" will increment the order number each time the payment fails. That explains why you are seeing multiple order numbers in Authorize.net, but it doesn't explain why Able isn't getting a successful transaction response.

For the successful order, can you private message me a screenshot of the customer's address via the order summary page. Also, look in Authorize.net for one of the failed orders and send me a screenshot of the customer's address information via Anet order summary page.

Thanks,
Katie