All systems are operational

Past Incidents

Wednesday 27th November 2019

No incidents reported

Tuesday 26th November 2019

No incidents reported

Monday 25th November 2019

payment.quickpay.net Opfølgning / Follow up

Lørdag middag blev vi opmærksomme på et problem med dobbelt betalinger i QuickPay. Selve problemet blev løst natten til søndag kl. 02:30 dansk tid.

Kortholdere har i en periode kunnet opleve, at deres betaling er afvist i betalingsvinduet, selvom betalingen faktisk er gået igennem. Kortholder kan derefter have gentaget købet (/betalingen), hvilket kan lede til dobbelt-ordrer i jeres system.

Da der er stor forskel på, hvordan de enkelte shopsystemer og integrationer opretter og håndterer betalinger, kan vi desværre ikke sige præcist, hvordan jeres system er påvirket, og dermed heller ikke automatisk håndtere de påvirkede betalinger.

I bør derfor manuelt sikrer jer at betalinger og ordrer gennemført før natten til søndag, ikke sendes dobbelt.

Derudover skal I være opmærksomme på, om jeres system på andre måder kan være påvirket af de ovenstående problemer.

Selve problemet

Kort fortalt skyldes problemet at en bestemt version af Google Chrome på bestemte devices er begyndt at “åbne” links før at selve brugeren klikker på linket. Chrome gør dette for, at give brugeren en oplevelse af højere hastighed. Den side som brugeren måske efterfølgende besøger er således blevet hentet inden brugeren selv aktivt gør noget. Funktionaliteten “pre-fetch” er ikke ny, men det er nyt, at en browser gør det så “aggressivt” og uden at afsender af websiden beder om det.

Den såkaldte “pre-fetch” betød, at det for brugere/kortholdere med den installerede ny version af Chrome har set ud som, betalingen er blevet afbrudt. Eller med andre ord: vores system har oplevet, at kortholder har afbrudt betalingen. Normalt vil kortholder herefter blive ledt ud af betalingsflowet, men i dette tilfælde har de kunnet gennemfører betalingen, hvilket har gjort, at betalingsvinduet ikke har vist den korrekte endelige status til kortholder.

English version

On Saturday we became aware of a problem with double payments in QuickPay. The problem was resolved Sunday morning at 01:30 UTC.

In some cases the cardholder has been shown, that their payment has been rejected, even though the payment has been completed. It is possible that the cardholder hereafter has completed another payment in your shop, which then results in a double order.

As there is a large variation in how shop systems and integrations create and handle payments through QuickPay, we cannot state exactly how your systems are affected.

You should therefore manually go through payments completed before Sunday morning, to make sure you are not shipping orders twice.

You should also consider other ways that your system can be affected by double payments and orders.

The actual problem

A certain version of Google Chrome on certain devices has begun to “open” links before the user clicks. Chrome does this to provide a faster loading of the next website. This “pre-fetch” is not a new thing, but is however a new thing that this is done automatically without the website requesting it.

This “pre-fetch” means that our system has registered that the cardholder has cancelled the payment. In the normal flow where the cardholder actually clicks the link, the cardholder is then moved out of the payment flow. But in this case the cardholder has been able to complete the payment, resulting in that the payment window has not shown the correct status to the cardhodler.

Den såkaldte “pre-fetch” betød, at det for brugere/kortholdere med den installerede ny version af Chrome har set ud som betalingen er blevet afbrudt. Eller med andre ord: vores system har oplevet at kortholder har afbrudt betalingen. Normalt vil kortholder herefter blive ledt ud af betalingsflowet, men i dette tilfælde har de kunnet gennemfører betalingen, hvilket har gjort at betalingsvinduet ikke har vist den korrekte endelige status til kortholder.

Sunday 24th November 2019

payment.quickpay.net Issue with double authorizes fixed

The issues with double authorizes is now fixed. Blame a new version of Chrome on certain devices with a new default setting.

We will give a more detailed follow up later on - it's been a long day.

But for now - all browers on all devices behave properly.

Night

Saturday 23rd November 2019

payment.quickpay.net Update on double authorizes

We are still analyzing the issue, but it seems to be limited to a few Chrome on Android version combinations - namely Android 8 and 9 with Chrome 78.0.3904.xxx

We'll continue to analyze and work on a solution.

payment.quickpay.net Double authorizes

Hi

A few merchants have reported receiving double orders.

Reported scenario: The cardholder makes a payment that goes OK. However, the cardholder is informed that something went wrong why they try again. Now merchant has two authorizes on the same order.

We see no operational problems, but when 3 merchants report independently of an identical pattern of use, we naturally investigate the matter.

We investigate and return when we have become wiser.

Friday 22nd November 2019

No incidents reported

Thursday 21st November 2019

No incidents reported