1 customer 2 orders

I've had this happen occasionally and I think sometimes they miss doing the payment through Paypal and put it through again as they don't realise you have the order.

I have looked at these orders the completed ones and ones which failed and they are often for the same items. Also, I have on occasions rung people up if they have had several fail to see why and its usually "oh I hit the wrong button and couldn't get back, or I decided to finish it later, or I couldn't remember my Paypal password".

The customer then rectifies the reason why they didn't continue the payment and starts again as they think the order hasn't gone through at all.

As people become more in tune with your web site and how the cart works it happens less to I think.

I also, don't think you can really stop it, but you could put an explanation page on your site. They probably won't read it though as I have all payment information on my site and what to do if payment fails etc but no one ever seems to read it.
Probably not anything you are doing, but stand corrected if I'm wrong, but don't think so.

Oh yes, I've had that with 4 attempts. So long as there get there in the end. I personally don't think the cart is that difficult to use ie self explanatory, but then you are dealing with the public!!!

Also, another thought if you use Nochex (I have that to) I find that there are a higher number of fails with that as the info has to be exact otherwise Nochex reject the payment, the client then starts entering it all again for another go.

Hi Mr P
In sales manager there are several orders from the same person, 1 order not complete then the next (from the same person) completed, i have had another 3 un-completed orders today. I have contacted these people to see where the problem is, only one has said they have had problems with there own paypal account. I dont have any error messages in my cpanel so i can only see that its a problem with the customer. I am looking at adding HSBC merchant account soon but not sure with orders not being completed, more to the point not knowing why. I think i will just have to see how it pans out, perhaps i need to upgrade my paypal to pro who knows???
but thanks for your comments much appreciated
teresa

Funny we had a "Not Completed" order today, I think they had a problem with PayPal, because the 2nd order was paid for by her boyfriend, both orders for the same product and the address was the same. I had another one about 6 months ago, then the customer was in dispute with PayPal, so the order was a "Not Completed" I emailed her and she sent a cheque for the products.