Subject: Fwd: [## 849844 ##] Cx was charged even for the orders showing payment status unprocessed
From: Pritish Nandi <[email-masked]>
To: Harsh Sharma <[email-masked]>
Date: Fri, 17 Mar 2023 11:51:48 -0700 (MST)

From: "UltraCart Support" <[email-masked]> 
To: "manager" <[email-masked]> 
Sent: Friday, March 17, 2023 7:42:00 PM 
Subject: Re:[## 849844 ##] Cx was charged even for the orders showing payment status unprocessed 

Hello Deeksha, 

The way the credit card transaction works is that there is a 'handshake' protocol for the authorization. So there is a back and forth exchange happening. If the authorization handshake is interrupted after the billing details are transmitted to the gateway, and we do not receive back the authorization response, the we must treat the order as unprocessed. 

Best regards, 
Hunter 

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---- On Thu, 16 Mar 2023 18:45:36 -0400 [ mailto:[email-masked] | [email-masked] ] wrote ---- 

Hello Team, Hope you are doing great! One of our cx tried placing the order online. The payment didn't go through. So she kept trying and ended up placing 4 orders but for all 4 orders, the payment status was unprocessed. Cx contacted and got only 1 order processed and reject the other 3 and we did the same as cx requested. However, cx still got charged 4 times and then she placed a chargeback for the 3 transactions out of 4 as she only allowed 1 transaction over the call to go through and we did the same and rejected the extra 3 orders. Kindly, help us with it. Why did the extra 3 transactions were processed when we rejected the order when their payment status was unprocessed? We don't want this to happen again. Looking forward to hearing from you. Thanks! Harry