Duplicate Order Placed

[WildroseHeaven]

I have had a customer contact me that she has received her order twice, in checking yes I received two orders from her and shipped both out. She claims that she only placed one order, these orders were 3 days apart and one used the SHOP10 coupon that is only to be sent out by ETSY in the event of an abandoned cart. If the order went through, which it did why did she receive this coupon? She is looking for a solution.

[GieseDeseiGns]

Just have her refuse one of the packages, and have it returned to you. When you receive it back in condition it was sent refund her.

[ArtDollsbyJD]

She bought the item twice.  It's easy sometimes to forget what we may or may not have purchased.  Have her return the one. If you cannot send her a return label for the one, my way is to refund the shipping for the 2nd one and then when it arrives refund the rest. If she hasn't opened she could just mark it return to sender. 

[CanningCrafts]

Did she checkout as a guest on the first order? I've had customers place 2 orders, the first as a guest. Once they logged into their account & didn't see the order there, they purchased again thinking the first order didn't go through. Other than "forgetting", that is the only way I can see a customer ordering 3 days apart. Was the second order the one with the coupon? Maybe she bought again so she could use the coupon, then acted like the first order was an "accident"? Etsy has been known to send out the abandoned cart coupons within minutes. The easy solution would be to refund on return for one of the purchases.

[bohemians]

I had a buyer do that once. Ordered one as a guest, then made a different purchase through her account. She didn't realize that my item was also in her cart (easy to do) - so it went through the checkout with the other item. I just asked her not to open it and refuse delivery. Once it came back to me, I refunded. NP

[YarnShop4U]

We are also seeing more duplicate orders. Sometimes I chalk it up to impatience and double clicking buy, but when a 25x repeat buyer has 5 items in her cart and we get an order for only 1 of them and then messages saying "I put in an order and it wants me to put in another. Did you get my order?" (which we did, but only 1 item). I don't know if the other items were still in her cart or if she somehow hit "buy now" and only ordered 1 of the 5 she wanted. Fortunately the buyer messaged me about it so we could address the problem immediately; she said she had this happen with another seller. Unfortunately most people think it's an issue with the seller's shop so they blame us for duplicate orders and Etsy collects yet another sale while we're left holding the bag with an angry buyer. 

I now cancel every single duplicate order; if it wasn't an error they can reorder. I see there are a few other threads in the technical issues so I'm copying and pasting this since they don't seem to be getting any interest and needs to be addressed.

(Marlene)