Hi!
I have a customer who claims that after going through most of the checkout process, they changed their mind about the order and left the website without completing the purchase, but the order went through anyway and they were charged. They say that to exit the website, they clicked the escape button. Two days later they decided they wanted to place a different, smaller order, and completed checkout. My system reflects both orders.
Could the website have completed the first sale when the customer clicked Escape? My assumption is that the customer is somehow mistaken and they actually clicked Enter, but I want to make sure there isn’t an issue where customers will be charged without explicit consent to a purchase.
Hi, @MichelleSpaTech !
Thank you for sharing your question with our network.
I appreciate the context you shared and can definitely offer further insight. Since the checkout is a secure portion of your site controlled by Shopify, no other alterations can be made to force checkout without clicking on “complete order.”
Therefore, it is safe to say the customer completed the order by agreement - essentially clicking to accept the terms of the transaction. With that being said, Shopify does offer one click checkout and other accelerated payment methods (depending on whether or not you enable them) which make ordering easier than ever. Some users are then surprised by how quick and easy it was to process the order, especially if they were expecting a confirmation button.
Other times, a user might try to click the “back” button during payment processing and end up ordering twice. The browser advises against doing this simply to avoid sending multiple requests. I recommend taking this opportunity to further educate the customer on this for future orders and then depending on your business model discuss a grace exchange or return - totally up to you!
Let me know if you have further questions,
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We don’t have one-click checkout, so I assume the customer must have clicked the back button. Thanks for the thorough response!
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