AbleCommerce Shopping Cart Software

We are having a issue with customers getting double charged on orders. At this time, .the only orders that we have had customers call in on are orders for our subscription program. But it is not all orders with a subscription.

For example we have a customer yesterday call in and their card was charged twice. I checked the customers profile and order and nothing looked out of the ordinary, the order as completed and the payment showed a single charge. Here is a summary of their orders with the current order 163141 showing as the most recent order: So then I went out to authorize.net and was able to verify that they were charged twice, and when looking at the info on Authorize.net is showing two different order numbers - 163141 was order was the one that was on the customers profile but 136140 was not So then I went out to the order summary and search for a range of orders around this order and the extra charged order that was in authorize.net was not in the system as show here. order number 163140 does not show up. Also, yesterday we had someone call in and was charged 7 times for an order, and again it shows the same as the example that I gave above - that is customer order looks good, authorize.net shows multiple charges with different order numbers and the order numbers are not in the system.

The one thing common with both these order is that they were for a subscription. The first example the customer had previously ordered the subscription but it was cancelled about 10 months ago. The second example was from a customer with a new profile (they had a previous profile from several months ago, but for some reason (possibly a new email address) created a new profile.

Any suggestions on what could be going on here or other things for me to look into?

Hi Eldon,

You've been using subscriptions for quite a while now. Did this just start happening? Can you think of anything that changed recently?

I am totally stumped by the missing Order.

You might want to enable debug mode for the gateway. If this keeps happening, then the logs will be the best indicator of any issues.

There is a checkout setting that allows customers to place an order without a valid payment. Make sure this is NOT checked. If you are running subscriptions with payment profiles, this option is not fitting.

I'll wait for your update.

Thanks
Katie

We had another one this past week.

No we have We have not made any changes lately for quite a while.

I will go ahead and enable debug mode for the gateway and check and hopefully get more clues

We had another customer call in this week with 7 charges on their card. The multiple charges are always related to someone trying to sign up for our subscription program. In this case the customer tried 2 different cards over 2 days, here is the screenshot from authorize.net showing the charges and again the order numbers shown are no where to be found in AC. You also will notice that the customer had previously placed an order for the subscription for 1 month back in July of last year. Maybe its related to customers with previous subscriptions??
Here is the note from the customer:
I am experiencing difficulties in checking out. I am trying to purchase the all access but every time I put my card number in, it says that it did not work and a profile was not created. I have an account, I just can’t buy anything. I have tried with two different cards.


I have the authorize.net log file, where should I email that?

Please help us get this figured out as it obviously does not look good.