I have a dilemma… I use SecureTrading for my card processing. The customer is taken from my site, to ST’s secure pages to enter the card information.
When a transaction is successful, they are redirected back to a success page on my site and the status of the order is set to Processing.
When a transaction fails because the customer hasn’t put the information in correctly, they are redirected back to a failed page on my site, and the order is cancelled and the products returned to stock.
However I’m coming across the situation where a customer’s card fails, the order is cancelled, but they click the back button on their browser and reenter the card information correctly. The money is then taken from their card, but the order still says cancelled in the admin. I don’t always spot that the money has been taken and then customers wonder why they haven’t received their order.
I’m not sure what to do. If I don’t redirect the customer back to a failed page on my site, and they don’t bother trying again with their card or it keeps failing, the order stays at Pending and stock levels decreased. I have to then manually cancel the order. This is ok during the day when I’m there to keep an eye on things, but if an order is placed outside of business hours, pending orders can prevent other customers buying the same products because there aren’t enough in stock or appear out of stock.
We experience the same situation with customers hitting the back button either by accident for reconsidering. As far as we can tell there is no way around this as it is some quirk. What we do is inform the customer by calling them and usually they are understanding and then we just manually create a new transaction in the Magento backend. This rarely happens so not sure how much effort you want to put into it, seems like a major concern for you so perhaps you want to post a job for on the job board as I am sure one of the developers can figure it out.
Glad I’m not the only one who has the same issue. Most of the time it’s ok because I pick up the issue and as you do, reenter the order. However my worry is that if I’m not around/on holiday etc, that the people who help out won’t spot it and it happens fairly frequently.
