As of Sunday 24 March 2019, we were aware that a handful of customers are seeing the following message when paying for their order:
"Payment for your previous order has been captured (Order ID: XXXXX)"
This issue has now been resolved, and customers should not be experiencing any further issues.
Please read on for information on what happened, and how you can help us if you encounter an error in future.
What caused this issue?
An update to eCommerce platform was released by our service provider on the morning of March 14th, 2019. After issues with that update were found, they reversed the update on the morning of March 19th, 2019.
Their reversing of that update created an additional issue, that impacted our customers who placed and paid for orders using Paypal between March 14th to March 19th, 2019.
Specifically, our eCommerce platform uses a cookie stored within your web browser. A cookie created during your previous transaction during those two dates wasn't cleared, causing our site to think your shopping cart still had items in it from a previous transaction. This in turn caused the error message you received.
What has been learned from this?
Our eCommerce service provider is putting in place steps to improve their approach to updating how the platform works - especially when those updates are reversed, and is making additional changes to help avoid these situations in future.
Let us know if you have a problem using our site
If ever you encounter a problem using our website, please let us know.
We do everything we can to give you a frustration free shopping experience, and letting us know when you see something that isn't working the right way helps us significantly.
And those customers who reached out to us during this error know we'll bend over backwards to help with your order whenever and wherever we can.