Guest Double Charge
This guest was charged twice when she made a reservation for one person 2 nights arriving May 19, 2017. I checked on Stripe and refunded one of her payments.
Chadwick (Pacific Tradewinds Hostel) @ Mon, 08 May 2017 10:20:11 -0700 said:
I want this also!
Darren (HostelSnap Support) @ Tue, 09 May 2017 10:39:06 -0700 said:
Thanks for reporting this Chad. These are tricky bugs to track down when it only happens to a single person once in a while. If you are able to talk to the guest and find out details about their reservation experience and browser this will helpful. You can add these comments on the Issue Tracker.
Darren (HostelSnap Support) @ Wed, 31 May 2017 10:37:44 -0700 said:
@neeeeeeext I *think* I see what's happening and how this bug can be replicated and fixed.
@chadwick415 See if this sounds correct based on your feedback from guests who have experienced this problem.
It seems that the Stripe server hangs up (due to momentary high load?) every once in a while. The guest (or staff on the internal side) gets stuck on the gif loader (see temp1h-stripe-hangup.png attached) and never see the confirmation page. They end up reloading the page and resubmitting their credit card again.
I know Stripe has some protection to prevent double charges. However, it seems like this only works after a 30-second delay. Because then you will see a Stripe alert that says something like, "Your payment has already been processed"
I think we need to implement our own delay that prevents HostelSnap from submitting another CC processing request to Stripe if one from this card (or user) has already submitted a CC charge with these last 4 numbers in the past 2 minutes. Instead of processing the user's request they will see a message that states "Your card has been successfully charged. View reservation confirmation page? Does that seem like it might work?
Chadwick (HostelSnap Support) @ Fri, 02 Jun 2017 12:08:47 -0700 said:
This does seem to be what is happening. I spoke with a guest yesterday (Robert Gonzalez) who was charged 6 times for his initial deposit. He said when he was making the reservation the connection was slow and he clicked the payment button multiple times which ended up charging his card multiple times.
In regards to the fix on HS, will this message only come up if the card has been successfully charged or is still processing? I'm concerned that in instances where the payment does not process correctly, we'll have to wait 2 minutes to try the card again?
What I've seen on other payment websites is a disclaimer that says "Do not click back or double click, wait for payment to process" or something like that. I wonder if that would be enough to prevent this from happening?
Chadwick (Pacific Tradewinds Hostel) @ Wed, 14 Jun 2017 13:21:20 -0700 said:
We had another guest check in today who was charged 4 times for the first night deposit. He wasn't sure but said it's likely that he may have clicked the payment button multiple times.
I think we need to implement some sort of delay if we have not already.