Hi,

For a while now, we've had duplicate order confirmation emails sending to both us and our customers, and one customer has just complained that when he visits our site, he sees his old order from years ago. It's difficult to receive much more detail as this customer is overseas and we don't want to upset him further!

Here's the message we were sent:

'This is the second time this happens, when I open your webpage my old order
is there, but I don’t want to order it again!
Please confirm that you have corrected this, otherwise I will not use your
webpage anymore.'


This has happened with a few customers and has resulted in us sending out duplicate orders on occasion. Otherwise, the shop works excellently and has for many years.

The site is

http://www.thomassmithfasteners.com

Can you please provide any assistance here? Many thanks!

Best Regards,

Stephen

Hi Stephen

Can you let us know which page they are opening to see the old order - do they mean the cart or thanks page?

Andy

Please feel free to review / rate our software

Hi Andy,

I have asked our sales manager if we can find out from the customer and will let you know.

It has happened quite a few times now though, and I can't thiink what would cause it, it's obviously hard to reproduce!

Best Regards,

Stephen

Hi Stephen
It sounds like have the thanks page open in their browser, and so when they open the browser again they are seeing the thanks page with the order details. If you think that's the case could you let me know what payment processor you are using?

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater

Hi Vince,

We are using Barclays ePDQ card payments and Paypal.

I don't know if you can glean anything from the site, but this is it:

http://www.thomassmithfasteners.com


I'm not sure if we need a new version of the custom payment file or something? Looking around the forum, I can't find anyone else with this issue, so it must be something on our site!


Best Regards,

Stephen

Hi Stephen
Do get a new copy of the ePDQ scripts as the latest version will not send out confirmation emails or update the order details again when refreshing the thanks page. I'm also adding some code so that after a certain period refreshing the thanks page will not even bring up order details, and that will stop customers getting confused if they do happen to view a bookmarked page.

Vince

Click Here for Shopping Cart Software
Click Here to sign up for our newsletter
Click Here for the latest updater

Hi Vince,

That sounds great.

Where do I get the new ePDQ scripts? I use Barclays ePDQ and Paypal Standard.

I have just yesterday updated to HTTPS, and noticed when testing that when cancelling on the Barclays ePDQ payment page, the cart.php seems to be a relative link, so it's trying to go to a Barclays page rather than back to our page. The new scripts will probably fix this too.

Thanks,

Stephen

Hi Stephen

The EPDQ files are available for download here https://www.ecommercetemplates.com/free_downloads.asp#payment

Andy

Please feel free to review / rate our software

All working perfectly now.

Thanks, once again :) Fantastic support.

Best Regards,

Stephen

As an update on this - since I added the new ePDQ files after our HTTPS upgrade, all has seemed fine, until just now. I received notification from Barclays that a payment had been received, yet we didn't get the email from the store. When I checked, the order is showing as not authorised. We have had other ePDQ orders today that have authorised just fine. Do you have any idea what this could be?

Many thanks,

Stephen

Hi Stephen

Maybe the customer didn't make it back to the store following purchase on the Barclays side, could be they closed the browser for example. If it's a one-off occurrence I think it would be something along those lines.

Andy

Please feel free to review / rate our software

Hi Andy,

Yeah, that seems reasonable. I'll keep tabs on it.

Thanks again,

Stephen