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jasehead

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Posts posted by jasehead

  1. 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?
  2. 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.  

  3. 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.

  4. 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.

  5. 12 hours ago, jasehead said:

    UPDATE  - 3 hours later I'm having to deal with a duplicate order placed 5 seconds apart, so it's still happening.

    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?

  6. 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.

  7. On 11/29/2023 at 2:07 AM, Debyink said:

    Heard back from my customer and she said:

    The sign in was on an apple I-Pad, using Safari

    After authorising payment on Paypal the message is something like “returning you to the seller’s website to complete the purchase”. On returning to your website you go back to the order page where there is no option to “complete purchase” and no confirmation that payment has been made and so you go through the whole “make payment” routine again, only to find I have paid for two exact same orders.

    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.

  8. I had at least one customer duplicate an order only seconds apart for the same item and order total - the PayPal processing fee was different for each order. Plenty of stock, so stock level wasn't involved.  I have had other duplicate orders where the PayPal fee was the same for both.

    This thread isn't about the store being up to date, it's about whether PayPal commerce works for older versions of CC6 - so elasticsearch shouldn't apply unless the store is 6.5 or above. If plugins/extensions require minimum Cubecart versions, then perhaps saying "Compatibility: Cubecart v6" in the marketplace isn't enough information.

    I'm on 6.1.14 with PayPal, PayPal Commerce, Card Capture and Oxipay/Humm - all fine for the last 4 days, but another blank gateway from PayPal Commerce today. I'd retire the old PayPal gateway if Commerce was working 100%.

    Can't the PayPal Commerce plugin just be updated to prevent a duplicate order from the same customer within a time limit? Order numbers will be different so some other identifier needs to be tested. From what I can see from the timestamp in the order number, the duplicate order follows 7 seconds later. This might simply be customer behaviour clicking back and forward, but customers don't remember details about what happened in that moment.

    I guess you don't want to throw worrying error messages or confusing freezes at the customer either, but also important for the initial transaction to work and not just look like it did (important for the customer and the store). So maybe a processing countdown?

  9. Debyink, can you check the duplicate transactions in PayPal to see if you were charged different PayPal fees for duplicate transactions of the same total value? Also, in Cubecart Admin, can you check the Order/Overview tab for some PayPal Commerce orders to see if the gateway is always showing or not - the gateway should be listed at the bottom of the order in the shipping section, just above the save buttons.

  10. Bear in mind the original question: Is PayPal Commerce OK for older versions of Cubecart 6?

    I would hope that the payment gateway plugin is robust enough to handle a transaction cleanly without workarounds being added to cubecart itself.  Otherwise, the answer would be that the plugin requires (minimum cubecart version number) to work without error.

  11. I'm still getting a mixture of blank gateway and paypal_commerce from customer orders. Another customer experienced a duplicate order and duplicate payment that I had to cancel today. She said that she seemed to be sent back to PayPal twice. The order numbers indicated a 7-second gap.

    Shouldn't the plugin itself resist duplicate payments like this? I don't get the PayPal fee back when issuing a refund so, the more this happens, the more it costs.

    BTW, these duplicate orders, the first showed a blank gateway and the duplicate showed paypal_commerce. The processing fee at PayPal was the same for both orders. The transaction history in CubeCart was the same. Only difference was the time.

  12. The orders list was to show how hit and miss the PayPal Commerce is working - it looks like two different methods.

    The orders list is basically the default Admin/Orders screen from 6.1.14 with a column added for gateway (my needs) - also, rich text because I couldn't attach an image. I abbreviated names when posting here for customer privacy, and highlighted the duplicate orders in red so you could see that a blank gateway and the paypal_commerce gateway were both shown for much the same order.

    This is the same gateway information in Admin that would be visible if I clicked through to the individual order (except the underscore is removed):

    Delivery Information
    Delivery Method   By Weight
    Delivery Product   Parcel Post
    Gateway  paypal commerce

    But, if the gateway is blank in my orders list, then the individual order is also missing the whole "Gateway paypal commerce" row.

    The customer has since responded to say that she didn't notice, click or do anything differently when she was placing her order and duplicated the payment. So, if it was just  a resubmit after a few seconds then why was it processed and charged differently? And if PayPal Commerce is sometimes charging a higher amount when a lower charge may apply, then isn't this potentially costing CubeCart merchants money?

  13. Are the recent versions of CubeCart usable if we don't have a web host that supports Elasticsearch? Will future versions of CubeCart work across the board, or will all future updates be dependent on Elasticsearch?

    Does that mean that CubeCart merchants without access to Elasticsearch are stuck at 6.4.10?  Will a non-elastic branch of CubeCart continue to be developed and updated, or at least security patched occasionally?

    To quote Al from 2017, considering adding Elasticsearch to CubeCart:

    Quote

    It will never happen because the vast majority of our merchants have generic shared web hosting which will never be compatible with ElasticSearch.

    We could integrate it but only for merchants who have there own dedicated server or VPS and are happy configuring ElasticSearch.

    Sadly this just doesn't fit our demographic and the development time required to implement this isn't worth while.

     

  14. Orders

     
    Order Number
     
    Customer
    Gateway
    Status
    Date
    Total
     
    231103-182455-8318 Ms M M-P paypal_commerce Processing Today, 18:24 $33.90   
    231103-172004-2229 Mrs J B Card_Capture Processing Today, 17:20 $44.90   
    231103-160532-9624 L J paypal_commerce Cancelled Today, 16:05 $37.90   
    231103-160525-7896 L J   Processing Today, 16:05 $37.90   
    231103-121946-2995 Dr N R paypal_commerce Processing Today, 12:19 $15.51   
    231103-050647-7344 J L paypal_commerce Processing Today, 05:06 $51.43   
    231103-001054-8764 R P   Processing Today, 00:10 $36.90   
    231103-000326-9144 R P   Processing Today, 00:03 $43.90   
    231102-223011-5478 R S   Processing Yesterday, 22:30 $37.90   
    231102-182734-8990 F V   Processing Yesterday, 18:27 $33.90   
    231102-152831-1280 Ms J V N C PayPal Processing Yesterday, 15:28 $51.90   
    231102-141655-3744 T W   Processing Yesterday, 14:16 $51.90   
    231102-130545-7361 Mrs F B Card_Capture Order Complete Yesterday, 13:05 $39.40   
    231102-115254-6062 Mr R T Card_Capture Order Complete Yesterday, 11:52 $37.90   
    231101-213219-9727 K W   Order Complete Nov 01 2023, 21:32 pm $85.85   
    231101-210216-8780 Ms C W paypal_commerce Order Complete Nov 01 2023, 21:02 pm $37.90   
    231101-200803-4564 A O   Order Complete Nov 01 2023, 20:08 pm $40.90   
    231101-195315-4301 mrs C R PayPal Order Complete Nov 01 2023, 19:53 pm $42.83   
    231101-193420-1939 M H   Order Complete Nov 01 2023, 19:34 pm $33.90   
    231101-190934-6652 V A paypal_commerce Order Complete Nov 01 2023, 19:09 pm $33.90   

     

    Just to show how patchy the paypal_commerce looks (blank gateways). PayPal is the old PayPal Standard, which I was hoping to phase out.

  15. I had an instance of one customer submitting a duplicate order via PayPal Commerce within moments of the first order, and in CubeCart I could see a blank gateway and paypal_commerce (comparing the order numbers is looks like only 7 seconds later, so not enough time to enter new payment information?).  Both orders were processed and PayPal collected the payments.  I manually refunded the second order.  IDs are replaced with xxx in the examples shown below.

    First Order# 231103-160525-7896 - blank gateway shown in CubeCart:
    (info in PayPal)
    Gross$37.90 AUD
    PayPal fee-$1.29 AUD <--  different fee to second order, see below
    Net total$36.61 AUD

    Transaction Logs

    Transaction ID Status Amount Gateway Date/Time Notes
    xxx Completed $37.90 PayPal Today, 16:07 Payment successful. 
    Address: confirmed
    Payer Status: unverified This Transaction ID has been processed before. Recipient account didn't match specified PayPal account.
    xxx COMPLETED $37.90 PayPal Commerce Today, 16:06 Payment completed for AUD 37.9 AUD
    xxx COMPLETED $37.90 PayPal Commerce Today, 16:05 Seller Protection: ELIGIBLE
    Settlement Mode: Capture
    PayerID: xxx

     

    Second Order# 231103-160532-9624 - paypal_commerce gateway shown in CubeCart:
    (info in PayPal)
    Gross$37.90 AUD
    PayPal fee-$0.96 AUD <-- different fee because of card payment? Then how was the first order different if only 7 seconds apart?
    Net total$36.94 AUD

    Also included card and the processor response details (not shown in the first order):
    Card type: VISA
    Address Verification Service (AVS): U
    CVV: Match
    Authentication status 3DS: Y- Cardholder enrolled
    ECI 3DS: 5- Cardholder authenticated by the issuer
    ECI Submitted 3DS: 05- Cardholder authenticated by the issuer

    Transaction Logs

    Transaction ID Status Amount Gateway Date/Time Notes
    xxx Refunded $37.90 PayPal Today, 21:57 You, the merchant, refunded the payment. This Transaction ID has been processed before. Recipient account didn't match specified PayPal account.
    xxx Completed $37.90 PayPal Today, 16:09 Payment successful. 
    Address: unconfirmed
    Payer Status: unverified This Transaction ID has been processed before. Recipient account didn't match specified PayPal account.
    xxx COMPLETED $37.90 PayPal Commerce Today, 16:07 Payment completed for AUD 37.9 AUD
    xxx COMPLETED $37.90 PayPal Commerce Today, 16:07 Seller Protection: NOT_ELIGIBLE
    Settlement Mode: Capture
    Payment Method: Card
    liabilityShifted: true
    authenticationStatus: YES
    authenticationReason: ERROR
  16. Does an IPN need to be set up in my PayPal settings for PayPal Commerce? I can see an old IPN in PayPal is set up for modules/gateway/PayPal/ipn.php - this may be a relic in my PayPal settings from an older version of CubeCart as far back as v3.

    Update:  Searched forums and changed PayPal IPN to .../index.php?_g=rm&type=gateway&cmd=call&module=PayPal

  17. Yes, shipping information. I likely changed a lot of the language files long ago. We don't send any parcels by ship.

    It was the one order that also had "Disabled in PayPal" as the phone number. We have had two other orders with PayPal Commerce. Just implemented the plugin in the last 2 days. The order in question was #2 of 3, so we're getting normal results as well - but there are different ways a customer can place their order with this gateway.

    Edit: Have since had other PayPal Commerce orders with no gateway info, but all now have phone numbers (all international format but no plus at the start). Also receiving orders with gateway info, so I suspect the blank gateway issue may depend on whether the customer is using a Buy Now PayPal button or working their way through the Secure Checkout in CubeCart.

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