Multi Duplicated Orders Errors

EliteGent
(@gentlemako)

1 year, 5 months ago

Hello there,

Previously, we reported several duplicate orders from customers using the advanced debit/credit card option. We removed this option and replaced it with standard PayPal payment. However, we are now facing the same issue with the standard PayPal payment, including PayPalcheckout. This is costing us thousands of dollars because PayPal does not refund our fees when we refund customers for their duplicated orders. Please advise on how to proceed.

The only information we could gather from the customer is that when they try to place an order, they receive errors such as “merchant declined payment,” “payment didn’t go through for some reason,” and other errors. When the customer clicks “pay” again, the order will go through, including all the previous times they received the errors.

Please advise.

Thank you.

Viewing 9 replies - 1 through 9 (of 9 total)

Plugin Support Krystian Syde
(@inpsydekrystian)

1 year, 5 months ago

Hello @gentlemako

Thank you for reaching out with this issue.

This problem won’t be easy to reproduce, especially since it involves declined payments.

It sounds like you switched from Advanced Card Processing to the Standard PayPal Gateway or the Debit and Credit Card gateway (black button). Could you please clarify which one you are using now?

To move forward, it would be really helpful if you could share your System Status Report. You can find this by going to the WooCommerce / Status section of your site, clicking on Get system report, and then selecting Copy for support.

Please also provide any log entries related to this issue. You can upload them to our PrivateBin, and then share the link here for us to review in detail.

Let us know once you’ve gathered this information, and we’ll proceed from there.

Kind Regards,
Krystian

Thread Starter EliteGent
(@gentlemako)

1 year, 4 months ago

We went back to using the advanced debit/credit cards, but the issue persists, and we have to refund duplicated orders for customers every day. We noticed a lot of errors about webhooks verification being failed.

https://privatebin.syde.com/?61b6f0e562d986a4#BbjTWEFF3mitSXuFsXDWDD3oZ4E56UCozsmBwvik4gnR

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Plugin Support Krystian Syde
(@inpsydekrystian)

1 year, 4 months ago

Hello @gentlemako

I recommend moving your live site to a staging environment. From there, please use a sandbox account and try to reproduce this behavior using the vaulting credit card feature available here.

It’s crucial to verify if you can reproduce the issue in the staging environment. If you can, I would suggest temporarily disabling any caching plugins, such as Redis Cache, and checking the logs for any remaining errors with webhooks. The overall problem seems to be related to connection or caching issues, which can lead to these events.

Please let me know how this works out for you.

Kind Regards,

Krystian
Thread Starter EliteGent
(@gentlemako)

1 year, 4 months ago
Hi Krystian,

Thank you for the response, we made sure to deactivate redis cache and exclude the checkout as well as the cart page from the caching system and the issue still presits.
- This reply was modified 1 year, 4 months ago by EliteGent.
Plugin Support Krystian Syde
(@inpsydekrystian)

1 year, 4 months ago

Hello @gentlemako

Did you test this on the staging site to see if you can replicate the issue? Its crucial for us to know.

Kind regards,
Krystian

Thread Starter EliteGent
(@gentlemako)

1 year, 4 months ago

Hello Krystian,

We have tried this with Paypal sandbox. When we click on Test payments with PayPal sandbox, the Paypal pop-up works properly with no issue; we will try to replicate this issue by placing small orders on the real website and keep you updated.

Thank you.

Thread Starter EliteGent
(@gentlemako)

1 year, 4 months ago

Hello Krystian,

We have tried multiple orders, and they all went well. We noticed this issue is happening even with PayPal pay later, and sometimes PayPal checkout, which doesn’t make sense since the customer goes through the PayPal portal. Please advise.

Thank you

Plugin Support Krystian Syde
(@inpsydekrystian)

1 year, 4 months ago

Hello @gentlemako

We suggest you contact us directly for further assistance. We may need to examine your system report or logs to better understand what’s happening. You can open a ticket with our service desk. Here’s how you can request support: Request Support. Please make sure to include the URL of this thread in your ticket for reference.

I’m looking forward to your response.

Kind regards,
Krystian

Thread Starter EliteGent
(@gentlemako)

1 year, 4 months ago

PayPal support request has been submitted.

Another update:

Every customer tells us the same thing. When they go to pay, the system is declining their payments. so they keep submitting the order until one goes through and then declined payments go through so we end up with multiple orders from the same customer for the same items.

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