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Payment applied to wrong customer's transaction

Posted: September 24, 2020 at 7:45 am

charlie francus

September 24, 2020 at 7:45 am

Greetings. Long time EE user here. I just came across a customer that said she never had the option to pay and wanted to make sure her tickets were properly purchased. I pulled up her attendee information and it said “over paid”. I used the paypal transaction ID to pull the information in Paypal’s history and the payment was from a completely different person. I asked the initial customer if she had used the email address from the Paypal transaction and she had never heard of it. When I search attendees for the person’s name from the Paypal transaction I found an abandoned/incomplete transaction for the total that matches the Paypal transaction that was made.

The two transactions were started within 10 minutes of one another. It would seem that somehow, person #1’s payment was applied to person #2’s cart. I’m not sure how this is possible as both transactions have seperate IDs and session keys.

Any help would be greatly appreciated. If this is an isolated incident it isn’t that big of a deal to fix, but I am concerned this is systemic and could turn into a nightmare very quickly. We have sold over 700 tickets for this even thus far and expect to nearly double that in the next week.

Thank you

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