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Sean Niemiec
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August 30, 2013 at 3:10 pm
We have a concern with our Event Espresso.
On August 27th – we had two customers
In our Espresso they purchase two tickets but on Authorize.net the order
was processed TWICE.
We have had to process refunds and it has cost us money.
We don’t know what triggered it to be run twice. Any ideas?
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Sean Niemiec
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August 30, 2013 at 3:25 pm
Here are better details…
On August 27, 2013 two individuals purchased tickets. BOTH of their transactions were duplicated. Our Event Espresso list shows only ONE transaction but our Security processing service & Merchant Service Provider show both transactions were processed twice.
The Security processing service (authorize.net) shows the same exact Invoice Number and time stamp for each transaction. I’m told the Invoice Number comes from your end. That info is as follows:
8/28/2013
6051
1
6011xxxxxxX4323
Retail Sale
56.16
DISCOVER
David Anderson
8/28/2013
6051
2
6011xxxxxxX4323
Retail Sale
56.16
DISCOVER
David Anderson
8/28/2013
6051
3
5466xxxxxxX6096
Retail Sale
67.40
MC
Tammy Kelly
8/28/2013
6051
4
5466xxxxxxX6096
Retail Sale
67.40
MC
Tammy Kelly
We have already processed refunds for the duplicate transactions; however, will still be charged for all of the fees involved in the error, as well as the refund.
Could you please determine how this occurred and fix the problem.
Typically it is not possible to run a duplicate transaction but this one seemed to slip by – and yet not be reported as such by Event Espresso.
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Josh
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August 30, 2013 at 5:12 pm
Hi there,
I am creating a ticket for someone on the development team to look into this. It appears to be a sporadic issue that has been reported by other users of Event Espresso using different versions of Event Espresso, but all using Authorize.net.
We have not been able to reproduce it in testing.
We will follow up here with any additional info as we learn of any developments.
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Sean Niemiec
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August 31, 2013 at 11:50 am
Can you tell me if we have a duplicate transaction window for word press plug in?
It seemed as though we had something of the sort, because there have been many occasions where we needed to rerun a card due to incorrect number or something and we were unable to do that because there was a safeguard that prevented duplicate transactions.
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ndaniel
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August 31, 2013 at 12:51 pm
Hi Josh,
On this issue, I see in our system that the transactions are happening a time apart.
Sometimes a few minutes, sometimes a long while.
There are quite a few now that I review this.
The issue must be resubmission due to page navigation (back button) because the browser session id is identical in each case of duplicate submission.
-Bill
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Dean
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September 2, 2013 at 12:49 am
Hi Bill,
Thanks for the feedback, that is useful information. I will add it to the ticket for the developers.
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Sean Niemiec
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September 10, 2013 at 6:17 pm
Okay – so it sounds like the problem has been diagnosed – but how do we keep it from happening again?
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Sidney Harrell
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September 10, 2013 at 11:48 pm
Authorize.net has a default of a two minute window where they check for duplicate transactions. You can lengthen that by following the instructions here: https://eventespresso.com/topic/authorize-net-issues-2/#post-57585
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