Troubleshooting: Duplicate orders

How to handle duplicate orders

This article explains how to identify and manage duplicate orders that may occur due to multiple responses from payment providers.

Duplicate orders

When an order is created, your control panel may occasionally receive two responses from the payment provider, such as Klarna or Vipps. When this happens, a message will appear indicating that an order may be a duplicate.

How to handle a duplicated order

To handle a duplicated order, follow these steps:

Step 1: Confirm that the order is duplicated

• Check that the order time, customer name, and order lines are identical.
• Check that the orders contain the same payment reference.
• If the references are different, it indicates that the customer has completed the purchase twice. We recommend that you contact the customer to find out if this is actually a mistake.

Step 2: Process the orders

To activate a duplicated order, it is very important that you process the orders in the correct order, and it is essential that one order is activated before the duplicated order is processed. The procedure is as follows.

• Complete and activate one of the orders. Then confirm that the payment went through with Vipps or Klarna.