Gift Certificate Order with no Gift Certificate?

I have this weird thing happening, and it's only happened to one guy so far......but it's happened to him twice with two separate orders.

I get the invoice, and everything appears fine....except the system says it's a Gift Certificate payment, when in reality, it pays with a credit card.

It happened once, so I manually ran his CC info to get the money.

It then happened again, and I am going to have to do the same as above. When I contacted him about it, he placed a third, smaller order to see if that would go through, and this time it did.

The only difference I see between the order that went through and the order that didn't is that his shipping address was different. So unless there is something triggering weird behavior in his shipping address, I am looking for a possible explanation from the experts!

Here is a screenshot of the order for you to see what is happening:

http://www.mjmmagic.com/store/images/weird.jpg

Keep in mind that no payment is received on this order. It says that there is a balance, but their info is never run through LinkPoint, our CC gateway processor. If I didn't catch this, we would have shipped the info out and never got payment for it.

The black censored areas are just the person's name, email address, discount code (for 10% off), and phone number.

What version of Zen Cart ?

DrByte:

What version of Zen Cart ?

The latest: 1.3.5

It hasn't happened except for those two times, and both instances happened with the same guy. I just can't figure out what may have happened. At first I thought, "What if it's something screwy like having an apostrophe in the Company Name of the delivery address"....but I haven't tested that out.

This just happened again with ANOTHER customer....different from the first. The order says it was paid with a Gift Certificate/Coupon, but there is a huge balance of over $200 left that we never got paid for.

Any ideas?

Are you using coupons or gift certificates for any reason that you couldn't (for now at least) turn the feature off ?
... Admin->Modules->Order Total ... and remove the ot_coupon and/or ot_gv options.

Unfortunately, we have one main coupon that is used CONSTANTLY to always give 10% off the shopping cart contents. Disabling it would be out of the question, since we'd our customers would send a tidal wave of responses that their discount coupon isn't working.

And this problem has only happened three times (in comparison to the HUNDREDS of orders that we've gotten since the upgrade). So it's not THAT much of a pressing issue. I just wanted to bring it up here and log it down, in case someone else runs across it.

If it happens again, I will update this thread. Thanks Dr. Byte.

It happened again. New customer and a big order.....which I now have to call the guy, get his credit card info, and manually run it through by hand. I am attaching another screenshot.

Any ideas yet why this continually is happening to people?

Do you use Gift Certificates for any reason? If not, let's at least turn "those" off, but leave coupons available.
Admin->Modules->Order Total->ot_gv ... remove

Do you have any tracking system like User Tracking installed, with which we could inspect the customer's browsing activity?

What contributions/addons/mods do you have installed on your site?

Do you have any coupons other than your single 10%-off coupon? Are there any"inactive" coupons offering something other than 10% off ?

DrByte:

Do you use Gift Certificates for any reason? If not, let's at least turn "those" off, but leave coupons available.
Admin->Modules->Order Total->ot_gv ... remove

Yes, we do use gift certificates occassionally. Not daily as we do with our 10% coupon, but when people want to return something, we issue them store credit (gift certificate) to purchase with. Turning this off altogether can cause complaints when trying to make purchases (unless there is an other alternative to using gift certificates).

Do you have any tracking system like User Tracking installed, with which we could inspect the customer's browsing activity?

If that is some separate mod, then no.

What contributions/addons/mods do you have installed on your site?

Let's see....we have the Sales Report, Easy Populate (for froogle feeds), SEFU, Testimonial mod, Database Backup Mod, and I believe that's it.

DrByte:

Do you have any coupons other than your single 10%-off coupon? Are there any"inactive" coupons offering something other than 10% off ?

Yes, there are a few inactive coupons that have already been used. I can go through and clean all those up.

It's just weird, because normally if you use a coupon, it will tell you the name of the coupon on the order. Well in all of these cases, it just lists our standard 10% off coupon....but it's like the system is tricked into thinking that the whole thing is paid for when it really wasn't.

And the fact that it seems to happen to the same random people is baffling. For example, I have seen this happen at least 5 times to three different people. One of those three people had it happen three times, whereas two other people only had it happen once.

I can't yet figure out what they may (or may not) be doing.

Any similarities in their IP addresses? street addresses? Credit Card type used? Dollar amount of order?

What credit card module are you using?

DrByte:

Any similarities in their IP addresses? street addresses? Credit Card type used? Dollar amount of order?

Hmmm....well the only similiarites I have seen so far is that ALL the instances happened from a California customer, and ALL were over $100.00.

Addresses
Concord, California 94521
Fairfield, California 94533
Sacramento, California 95828
Sacramento, California 95828
Sacramento, California 95828

Dollar Amount
Total: $130.27
Total: $259.40
Total: $155.32
Total: $266.24
Total: $431.68

That one guy from Sacrameto had an order in between those which was under $100, and it went through just fine.

I have many, many other California customer though and none of this happens to them, although I will now have to see if their orders are over or under $100.

Kim:

What credit card module are you using?

We have 'The Zen Cart FREE CHARGE CARD' enabled as well as 'Linkpoint/YourPay API.'

How about a pattern on the Products being ordered when the orders are over $100 and the person lives in California?

Also, you said you are v1.3.5 ...

This is an upgrade correct?

How did you get to the upgrade? As in where did you get it ... what version were you ... what steps did you take to upgrade ... etc.

Why are you using the Free charge card?

Ajeh:

Also, you said you are v1.3.5 ...

This is an upgrade correct?

How did you get to the upgrade? As in where did you get it ... what version were you ... what steps did you take to upgrade ... etc.

We upgraded from 1.3.1, I believe. When I upgrade, I create an exact copy of my existing store, and then overwrite everything in there with the new files from the upgraded version. That way, the newer files will replace any old files that were being used.

I then test that all out in a temporary store and if it looks good, we switch it over to be the new LIVE version.

Kim:

Why are you using the Free charge card?

I don't know. It was probably something enabled a long time ago and since we really don't understand what it does (:/) we just left it in there.