Duplicate Transaction has been submitted & lost sales

[elightbox]

On many occasions customers will enter the wrong Card Code for a credit card. These codes rub off and are sometimes hard to read.
If the customer tries to resubmit the transaction with a new card code, a 'Duplicate Transaction has been submitted' error is returned from Authorize.net. The Customer tries once or twice, then they leave the site and we lose the sale.

If any of the fields are changed it would be considered a new transaction, however changing the card code DOES NOT reset the submission. The waiting period between submissions are set via the API and the default is TWO MINUTES
Auth.net support: 'This setting (waiting period) must be set up via a developer that would set the duplicate window for the time specified on the API. '
https://support.authorize.net/authkb/index?page=content&id=A425&actp=search&viewlocale= en_US&searchid=1445542158274
My questions are:
1. What is the time window for re-submission sent by 3dcart in the API response.
2. Is there a way to set our own waiting period between submissions.
3. is there a work-around for this, as we keep losing sales due to this issue.

3dcart support says I should contact sales for custom coding!!!?? No answers to 1,2,or 3.

3dcart-Alex Ticket: #CYL-463-74770

[happydog]

The same happened to us yesterday

[autotoolworld]

Same here, we lose a sale once a week to this, it would be nice to know how to fix

[elightbox]

This issue and the Saved Card errors issues cause a good percentage of our customer service calls. God only knows how many customers just leave without calling.

Please 3dcart-Alex work with Authorize.net on eliminating checkout issues. This is so much more important than many new features than may be introduced. Once a customer enters their card and is willing to finalize the sale, it is such a shame to lose that sale due to system glitches.

http://forums.3dcart.com/forum/shopp...and-lost-sales
http://forums.3dcart.com/forum/shopp...ry-in-checkout

[happydog]

I just cannot handle 3dcart anymore, searching for a new ecommerce solution

[jimmy3dcart]

My questions are:
1. What is the time window for re-submission sent by 3dcart in the API response.
2. Is there a way to set our own waiting period between submissions.
3. is there a work-around for this, as we keep losing sales due to this issue.

Hi elightbox,

I wanted to answer the 3 questions on this request,
1. What is the time window for re-submission sent by 3dcart in the API response
- The x_duplicate_window is not included with the standard Authorize.net submission, so the re-submission window is the default set by Authorize.net (2 minutes).

2. Is there a way to set our own waiting period between submissions.
- Not at this time, but we would be glad to consider adding this functionality to our integration with Authorize.net

3. is there a work-around for this, as we keep losing sales due to this issue.
- No since Authorize.net who is the one that controls this value doesn't have a setting within their interface. From our end, it'll be easier to set the parameter to a fixed value perhaps to the lowest time window allowed by Authorize.net since customers might try to re-submit within seconds, instead of adding a field in the admin panel to control the actual value to be used for this.

I'll reach out to you directly so we can coordinate testing adding this parameter to your current integration. Please keep in mind that this is specific to the AIM integration method and wouldn't apply to tokenized transactions.

[autotoolworld]

Is it possible for us to be added to the testing too, we have lost of money due to this.

[Birdsafe]

What would be helpful with this type of issue is the ability to edit or control the warning messages a customer receives on the checkout page when this sort of thing happens. All they generally get is "re-check your information and resubmit" -- if you added to wait 2 minutes, that might help.

[elightbox]

Birdsafe You can control the message but it applies to several errors and is not error specific. See System Messages 13 & 30

Having more specific error messages would also be helpful (although Authorize.net sometimes returns a Card Code error for wrong expiration dates)

jimmy3dcart Thank you for being responsive and reaching out.