Error on checkout: Multiple charges/captures occurring

Modified on Thu, 13 Jun at 9:38 AM

A common report some stores have is that customers will be charged multiple times per order, or submit the same order multiple times within a short time period. This often occurs because the customer is being given feedback that makes them think they need to hit the place order button another time.

In all reported cases the issue will stem from a third party extension or site customization. This can stem from a multitude of different extensions, some of which will require patches from third party developers. If there is ever an issue during the payment step, we will void the transaction and attempt to rollback the order. Unfortunately, we are unable to control the rest of the order process and will be unable to void the transaction if non-core code does not request a void to occur.

To troubleshoot, a trusted developer with knowledge of your code base should investigate. Some suggested steps:

Review your sites logs ({Magento site root}/var/log, PHP error log, etc). You can check for logs pertaining to the time the orders were placed or the payment captures occurred. In a number of cases, the exceptions will be caught by third party extensions which will prevent some logs from appearing.
If the issue is recent, review any recent updates or additions to your sites code base. Disable related extensions for a period of time to test if the issue resolves.
If you have no information to go off of, you will need to determine steps to reproduce or trial disabling certain extensions for a period of time to narrow down the culprit.

Should you find yourself unable to investigate this further, or you lack the dev team to troubleshoot your store, please reach out to us for assistance with steps to reproduce and a development environment. Please note that in this case as we know our extension will not be the source of the issue it will not be covered by our extension support.

If you are looking for "multiple authorizations" and you are using the new Hosted iFrame, please see the related support article.