Duplicate orders in woocommerce with Braintree

  • Resolved imwebdev

    (@imwebdev)


    3 years, 5 months ago

    A client is getting duplicate orders, where the customer is getting charged twice for orders. It is not every order, so it’s hard to track down the root cause.

    The site is using the latest version of woocommerce and Braintree (updated two days ago). It is using element or and w3 total cache as potential plugins that could be causing problems.

    Has anyone seen this issue or know the cuase?
    Sometimes the duplicate order is within seconds or the first, sometimes it is several minutes after the initial transaction
    This is a high traffic site so I cannot take the site down and turn off all plugins.

    Is there support I can pay for to get this resolved quickly?

Viewing 6 replies - 1 through 6 (of 6 total)
  • laceyrod

    (@laceyrod)

    Automattic Happiness Engineer

    Hi there,

    Thanks for reaching out.

    I understand you’re seeing intermittent duplicate charges with Braintree.

    Can you share the following details for us to help you in troubleshooting this?

    – Can you share screenshots of some of the orders where your customers were being double-charged from WooCommerce > Orders? I recommend https://snag.gy for easily sharing screenshots – please follow the instructions on the page, then paste the URL in your reply to this ticket. It works with Chrome, Firefox and Edge. Also, please be sure to obfuscate sensitive data/information.

    – Was logging enabled for PayPal Powered by Braintree when the problem happened? If so, can you share what you found in the logs for those dates of the order?

    – If logging was not enabled, can you try placing a test transaction in your site, and see if the problem occurs after logging is enabled. If you see it happening, what’s the error you see in the logs?

    Thanks and looking forward to your reply.

    Thread Starter imwebdev

    (@imwebdev)

    Thank you for your reply.
    Here is a screengrab: https://snipboard.io/95W2eO.jpg. Ever few days there are a couple of orders that are duplicates. As you can see one of these orders were cancelled, the other is yet to be cancelled.

    We are using Braintree Credit Card and not paypal, and I do not see any logging available for this.
    The client has noticed that they do not get an email notification for this send duplicate transaction, but they see that Order ID and the funds being taken from the customer account twice. This is obviously a very big problem is they are having 3-4 orders refunded every few weeks.

    Please let me know what other information I can provide.
    Thank you

    Plugin Support Cara

    (@dcka)

    Hi, @imwebdev!

    Under WooCommerce > Settings > Payments > Braintree, you should see a setting for Debug Mode. Can you please enable that?

    Once you’ve done that, please place test transactions, and see if you’re able to replicate the issue. If you are, please check the logs under WooCommerce > Status > Logs for specific error messages, and share them with us.

    Thread Starter imwebdev

    (@imwebdev)

    Thank you. I have enabled debug mode (totally missed that on first look). And now trying to find the logs, I think I have one duplicate order so may have something to report back!

    corsonr

    (@corsonr)

    Automattic Happiness Engineer

    Hi @imwebdev,

    Would you mind copy/pasting the log here so that we check what’s going on? Thanks

    Plugin Support Hannah S.L.

    (@fernashes)

    Automattic Happiness Engineer

    We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Viewing 6 replies - 1 through 6 (of 6 total)
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