Order with no payment (Despite customer not completing checkout process)

Hi All
We had a call from a customer yesterday explaining that she had received an order confirmation despite the fact that she had not completed the checkout process or indeed got to the step where she would enter her CC details.

We order came through to us, with no delivery details, only a billing address and the product, no ip, date or time, credit card check details etc - our payment gateway did not take any payment for the order.

Has anyone else had a similar issue? We currently use sagepay and I've looked into the order but cannot find out why this has happened - it could also be a customer/user error - multi-clicking. I would like to check this thoroughly though - what would be the best way to debug or look at this?

Many Thanks in Advance
:blink:

I had a similar issue. The customer had an order number, in the backend the order still was 'preparing'.

I called the customer and he sent us the payment manually. I checked all the payment runs from various browsers and countries, it worked fine. The customer said that there were no payment options available to him. I checked this out by creating a new customer from his country and order the same products. All worked fine.

Strange strange strange :frusty: