Double and Triple Billing My Clients
I'm starting to get increasing numbers of complaints of clients being double and triple billed. This is happening at the cheddar getter level and i've verified it with authorize.net. What is going on with this?
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Support Staff 1 Posted by Marc Guyer on 07 Feb, 2013 06:33 PM
Hi Glenn --
Occasionally we can lose communication with Authorize.Net in the middle of a transaction. That's obviously not ideal but it typically happens very rarely. Any triple charge would be extremely rare. Can you link me to a customer or two?
2 Posted by Glenn Setzer on 07 Feb, 2013 06:42 PM
A recent triple billing:
https://cheddargetter.com/admin/customers/get/id/22484a4e-49ed-11e2...
4983424539 | 12366 | Settled Successfully | 03-Feb-2013 14:10:47 | H*******, Ethan M | XXXX**14 | USD 38.95
4983135182 | 12366 | Settled Successfully | 03-Feb-2013 11:13:11 | H*******, Ethan M | XXXX**14 | USD 38.95
4983132049 | 12366 | Settled Successfully | 03-Feb-2013 11:11:05 | H*******, Ethan M | XXXX**14 | USD 38.95
I have more if you need them.
Support Staff 3 Posted by Marc Guyer on 07 Feb, 2013 07:03 PM
Hmm... That certainly has me concerned. The team suspects a rogue background process that was discovered and eliminated on 2/5. In short, the process seems to have been interfering with gateway communication since 2/1. So, I recommend checking your Authorize.Net account for transactions between those dates. I'd check myself but we don't have access to your Authorize.Net merchant interface.
Support Staff 4 Posted by Marc Guyer on 07 Feb, 2013 07:21 PM
I've just done a bit more sleuthing and found that Ethan's account is the only one that looks like that. By "like that" I mean that we have a record of a transaction error (authnet detected duplicate) on his latest invoice followed by an approved transaction hours later. That appears to be the signature for this anomaly. So, I'd still suggest taking a look at your transaction history in authnet between those dates just to be sure but I think that Ethan might be the only one. Can you confirm?
5 Posted by Glenn Setzer on 08 Feb, 2013 01:24 PM
Yes, he was the only one that we've found so far that was triple billed. But we've had several emails from users about being double billed, which we have confirmed and refunded. This seems to be a more recently developing problem as we've never seen issues like this in the past.
We are in the process of reviewing our authnet logs, but whatever you guys can do to prevent this moving forward would be great. With hundreds of transactions per month we rely heavily on knowing that the subscription billing is executed accurately.
Thanks for following up.
Support Staff 6 Posted by Marc Guyer on 08 Feb, 2013 03:36 PM
Ok Glenn -- Can you give me an example of one that was double-billed?
Jess Pendley closed this discussion on 21 Nov, 2013 07:32 PM.