If one order appears twice in your statistics, the cause is almost always on the website, in the moment when the purchase event is triggered. Below are the reasons we see most often.
The most common causes
The customer reloads the thank you page. Pressing F5 or going back to the page triggers the purchase event again. This is the most frequent cause by far.
The measuring code is on the website twice. Typically it is inserted directly in the template and at the same time through Google Tag Manager, so every order is reported twice.
The customer pays repeatedly. After a failed payment the customer orders again and the e-shop creates a second order with a new order number. Both orders are real, they just belong to one purchase.
The order form is submitted twice. A double click on the confirmation button can create two identical orders.
Test orders. Orders created while testing the e-shop are measured the same way as real ones.
How to check it
Look at both records. If they have the same order number, it is a repeated event on one order. If they have different numbers, the customer really ordered twice.
Check whether the measuring code is present only once.
Check the Diagnostics section in the app, where technical issues with measurement are listed.
What to do about it
If the code is on your website twice, remove one of the two placements. That resolves the majority of cases.
You can request a refund of the fee charged for a duplicate order directly in the app. In Order statistics, click Fee refund below the table, select the orders from the list and fill in the reason. The form is submitted to us for approval.
You can always contact us as well. Send us the order number and the date, we will look at what exactly arrived from your website and tell you where the duplication comes from.
ℹ️ Repeated loading of the thank you page cannot be fully prevented, so a small number of duplicates is normal. It becomes worth investigating when duplicates appear regularly or in large numbers.