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DoubleCount error - we think at PayPal

Thread began 2/27/2020 9:51 am by Nathon Jones Web Design | Last modified 2/28/2020 9:20 am by Nathon Jones Web Design | 348 views | 8 replies

Nathon Jones Web Design

DoubleCount error - we think at PayPal

Has anyone ever heard of, or experienced, a "double count" error?

We've configured eCart to work with our client's PayPal "Business Account". They are not prepared to pay for Website Payments Pro so all we have, in eCart, is an option to pay by PayPal which obviously drags the user through to PayPal for all the login stuff etc.

We're experiencing a major problem whereby customers are being charged twice at PayPal and we can't work out why. The only feedback we've been able to retrieve from a customer is that they received a "DoubleCount" error.

What's weird is that PayPal is, apparently, displaying an error message which, we are assuming, is prompting the customer to try the order again, except when the second order goes through, the order ID and item descriptions are all muddled and, at the end of the process, PayPal isn't writing back to database either.

It's a complete mess and the client is tearing their hair out.

This isn't happening with all orders, and there isn't any obvious pattern to it (I suspect there will be, but it's not obvious just now).

Has anyone heard of this error?

Thank you.

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