Hello,
I’m experiencing a strange issue with payment processing through Stripe (affecting more than 50% of orders).
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We’ve noticed duplicate orders being sent to our Shopify (with a 5-minute delay from Funnelish to Shopify).
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After contacting our customers to confirm if they intentionally placed multiple orders, here’s what they said:
- “Hello, my name is Indalia Aburto. I just placed an order, but unfortunately, the system glitched and added 3 orders of the same product. I only wanted one order, so please cancel the other 2 identical orders. Thank you.”
- “Thank you for noticing this issue. No, I didn’t mean to order twice. My iPad was just spinning and spinning, so I didn’t think the first order went through. Please delete one of those orders, and I’ll order again when I need more!”
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Support acknowledged this as an issue you’ve seen before but didn’t provide any concrete suggestions apart from asking me to check payments on my iPad manually. My request to escalate this to the tech team was ignored, so I’m reaching out directly.
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The final order, which confirms the issue lies with Funnelish, has 4 products in one order, even though our order form only offers 3 variants to choose from.
We sync orders with Shopify, but it seems something unusual happens after the customer clicks the payment button using the Stripe form.
I’ve already spent over $1k on ads and can’t properly analyze performance because of these issues. There might be more customers who couldn’t complete their orders. I planned to move all my funnels from Shopify to Funnelish, but these problems are making me hesitant.
Please address this issue urgently.