jasehead

Square payments may be an option for Australian stores - Square includes access to Afterpay which is a popular buy-now-pay-later option.

Just reporting back after my first big sales month (June) - I haven't noticed any duplicate payments using PayPal Commerce 1.9.5 but there have still been some duplicate orders being made by customers. The most recent customer said that she had trouble with PayPal accepting her credit card. Can you tell me why I am seeing this in Cubecart's Order Transaction Log: Payer Status: verified Recipient account didn't match specified PayPal account.

From early this month I noticed some outbound emails (from my cubecart store) were being rejected by my host, so not reaching customers. Fortunately, only the Order Cancelled emails are the ones that were tripping SpamAssassin. The three issues (and comments from host support) were: HEXHASH_WORD=2.996 - this will relate to the order number format HTML_IMAGE_ONLY_16=1.048 - I can't see from the logs if there are HTML images included or not PHP_SCRIPT=2.499 - this is the method the email has been sent I changed the store email setting from PHP mail() function to SMTP with SSL (couldn't do this originally due to other limitations), so that fixed the PHP_SCRIPT part. The spam score is now low enough to pass through, but I'd like to reduce it further to avoid future issues. I'm expecting the HTML_IMAGE_ONLY_16 might be the store logo included in the emails? (img src etc.) I don't understand and can not find any explanation of what HEXHASH_WORD means in the context of the Order Cancelled email. Based on the comments from support, I assumed that was the # at the start of the order number eg. #240611-192745-7425; however, the cancelled emails only use the order number without the # at all, eg. 240611-192745-7425. Was support right about the order number format being the trigger? What should I look for and change to reduce the HEXHASH_WORD score assigned by SpamAssassin?

^ Looks like a spam link has been inserted. DO NOT CLICK

My first busy season is in June, which will stress-test this issue. Hopefully, there can be some workaround in place by then.

Stock on hand is updated on processing. The duplicate orders are for items where we have more than one available, so the customer can return and immediately buy another. Otherwise, the customer would not be able to buy because no stock remaining - we have had customers say that they tried though. PLEASE PLEASE PLEASE just put a workaround in place to stop people from placing a second duplicate order. This is only an issue with PayPal Commerce. (swearing removed)

Another duplicate PayPal order today that had to be refunded. I'd be happy with any workaround that stops a customer from duplicating their order within a few seconds (6 seconds this time). Anything that will stop having to refund orders and just suck up the PayPal fee every time. This is costing money, and the problem was flagged 6 months ago.

Yeah, but this is incidental - just an address finder and shouldn't cause any issues. I'll check for updated code, but low priority. I still had duplicate orders with PP Commerce 1.9.3 after the button fix was implemented, but am on 1.9.5 now. Haven't had any duplicates recently only because turnover has dropped in the slow season. I'd expect more from mid-May when things pick up again. Hopefully, there's a fix by then.

No, but only if you have one item. They can purchase again if stock is available. Or they may duplicate the order with missing items and not understand why items are now missing. If they are confused and can proceed with a duplicate order, some customers will click through again. Any workaround would be considered a win if it stops duplicate orders through PayPal and refund losses from PayPal charges.

Or at least an alert to warn against duplicating order/payment.

I'll note here that my store is set to reduce stock on processing, but I've had customers with this same problem even before PayPal Commerce.

Please re-read posts from Dec 15 through to now. I found two comments from Debyink about the confusion process that customers reported. I also note that one of my customers used Microsoft Edge for a duplicate order - so not just a Safari issue.

It's not just a button double-click though. Confusion leads the customer back to the store thinking there is something wrong so they purchase again - need to stop a second order from happening and make it more obvious to the customer that the first order was successful.

No further duplicate tweaks since then?

@Debyink Are you using the most recent PayPal Commerce 1.9.5? I was still using 1.9.3 up until just now, but I was still getting occasional duplicate orders/payments with that version - not sure if there has been additional work to stop that since 1.9.3, but I'll chime in if I notice anything. Safari is the default browser on Apple products, and it's not like iPhone and iPad users are a small group that can be ignored.

Oxipay/Humm may not be available after Feb 2024 - BNPL Pty Ltd (formerly known as Certegy Ezi-Pay Pty Ltd) updated their "trading approach" and ended many retailer agreements (probably smaller retailers?) PayPal Pay-in-4 now seems to be the only pay-by-instalment option left for CubeCart, at least for Australian stores - we need other options for CubeCart.

I can't see any errors in the request log. Customer reported back: "I can't remember exactly but it was something to do with paypal. I'm afraid I wasn't paying very close attention, so I may have accidentally triggered it to pay twice? I'm sorry if that isn't very helpful." I don't think it's as simple as double-clicking a button. Again, I feel that something in the process is confusing the customer, so they go back and try again (within seconds) which duplicates the order and the payment, but with a different order number. Can't there be a timer function built in to disallow a second order from the same customer within 30 seconds? Or that completely blocks a duplicate order from the same email address + product codes + delivery address?

No help from the customer yet, but my web log shows: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_15_7) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/111.0.0.0 Safari/537.36 So I'm guessing that's Chrome 111.0 running on Mac OS. Possibly on an iPhone because the IP address showed a phone carrier, but these can provide service for home/desktop internet too.

Just had a customer pay for duplicate orders within 4 seconds, judging by the CubeCart order number. PayPal Commerce v 1.9.3 so this issue is not resolved. One order shows the paypal_commerce gateway and the other shows a blank gateway - so that's not fixed and might be connected (first order had the blank gateway). The PayPal transaction history in CubeCart is the same except for the transaction ID. In PayPal, the payments were processed 25 seconds apart. (sigh) Another refund that costs me the non-refundable PayPal transaction fee.

It's always going to be difficult to get accurate steps from a customer - they're never going to be fully aware of where they are or what they did. Perhaps there's some error log that can be generated (or temporarily add that ability) - also capture browser/platform details? At least the clues for this one were: Microsoft Edge Pressed pay twice within a few seconds because they thought they had to pay again for postage So it has to be something that can confuse a customer in a matter of seconds so they click again. Debyink mentioned iPad/Safari, so if it's the same issue maybe not browser-specific. My feeling is something causing customer confusion in the process. If double-click is disabled in 1.9.3, then it must be a second attempt by the customer.

From the customer: "Yes this was a duplicate order and I only wanted to order 1 book. I ordered using Microsoft Edge and pressed pay twice in PayPal, first for the book and then for the postage." Orders were 5 seconds apart. The first order had a blank gateway, second order said paypal_commerce. Charges in PayPal were both $2.16AUD. Can a customer make duplicate payments while in PayPal and this ends up creating duplicate orders in CubeCart? Why would a customer think they had to pay separately for postage?

Reporting back on my experiences after the Christmas rush. I updated the PayPal Commerce plugin to 1.9.3 weeks ago and haven't noticed any duplicate orders. I'm using Cubecart 6.1.14 with a not-very-modified Foundation skin. UPDATE - 3 hours later I'm having to deal with a duplicate order placed 5 seconds apart, so it's still happening. The gateway information is still missing on half the orders (Admin > Orders > Overview - shipping section contains no gateway), so that hasn't been fixed. I use the gateway information as a custom column in the orders list to identify manual card payments. I also use it to calculate payment processing fees over the long term and determine which payment gateways are cost-effective. I guess I could just edit my admin skin for the orders and just force-replace the blank gateway, but that just hides a problem with the plugin that should be fixed. I had a patient but very frustrated customer from Norfolk Island who could not get the PayPal Commerce or old PayPal Standard gateways to work — just "swirling in circles for 20 minutes" — multiple attempts over multiple days. I had to enable the manual Credit Card Capture gateway for her. Norfolk Island is an external territory of Australia and shares currency, postal service etc. I still feel like I need other options and can not rely on PayPal Commerce for all transactions, so I'm not at a point yet where I can retire PayPal Standard and Credit Card Capture. I expect PayPal will unplug PayPal Standard at some stage.

I got another duplicate order today - 48 seconds apart (so possibly a customer issue given the extra time). The first order remained Pending but the second went through to Processing. There was only one payment in PayPal, but I had to check anyway because the old PayPal Standard gateway would sometimes have an unexpected error and Cubecart would say Pending but the payment had gone through in PayPal. No money lost, but time lost investigating every duplicate order with PayPal Commerce.