Duplicate orders

[Madeira]

Hi,

We're having a problem with orders being declined because of duplicates. Customers are calling saying they're receiving the notification: Unable to authorize. A duplicate transaction has been submitted.

When I go into Authorize.net to see what's going on, I see duplicate orders. Is this a case of the customer hitting Purchase too many times? I've had 2 customers call in 2 days which is odd, so I thought I'd ask.

Thanks.

[eMediaSales]

Re: Duplicate orders

Authorize.net? Enabled "discard failed order ID", so that each new auth gets a new order ID.

Best,
James

[Madeira]

Re: Duplicate orders

Can you please explain?

[eMediaSales]

Re: Duplicate orders

It's in the Payment Settings -> Authorize.net tab.

Authnet does a duplicate order check. If the same order is submitted twice with same order number and order total, they reject it right away. Miva has a setting to cause a second authorization on the same order to use a different order number, so AuthNet doesn't reject an otherwise *real* reason for requesting a second authorization.

This usually would occur if the first authorization was rejected either due to initial bad card info or post-processing AVS/CVV or fraud filters. Authnet rejects the order, customer tries a new card or corrects their typo, dup transaction then gets rejected.

James

[Rick Wilson]

Re: Duplicate orders

You can also reduce the Authorize.net Duplicate Window if your Miva Merchant is fully up to date.

[Madeira]

Re: Duplicate orders

It's in the Payment Settings -> Authorize.net tab.

Authnet does a duplicate order check. If the same order is submitted twice with same order number and order total, they reject it right away. Miva has a setting to cause a second authorization on the same order to use a different order number, so AuthNet doesn't reject an otherwise *real* reason for requesting a second authorization.

This usually would occur if the first authorization was rejected either due to initial bad card info or post-processing AVS/CVV or fraud filters. Authnet rejects the order, customer tries a new card or corrects their typo, dup transaction then gets rejected.

James

Thanks. I've enabled this in Miva.

[Madeira]

Re: Duplicate orders

Hi,

Unfortunately, our customers are still receiving notification that their order can't be processed because of a duplicate order.

Does anyone know why this is happening?

Thanks

[Madeira]

Re: Duplicate orders

In looking through our Authorize.net Unsettled Transactions I see we have 2 orders declined. According to Authorize.net they were declined because of an address or zip code mismatch, but our customers are getting the message it's because of duplicates. (??)

Both orders have different transaction IDs but the same Order number.

[Rick Wilson]

Re: Duplicate orders

Have you contacted support? Also do you have your fraud features set the way you want?

Also the way you "handled" the issue was the old way to do it.

You should now see a setting in that module that sets the duplicate transaction window and it's defaulted to 120? That's the number of seconds Auth.net waits before allowing the same transaction to try again, you can set it to something lower.