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  • Profile Image

    Client experiencing double charges on credit card and submissions not sent

    Asked by milkpond on February 06, 2017 at 08:37 PM
    Hi There,
    I have a client who has ordered online and received confirmation of her payment/ order however 2 days later she received the same confirmation with a different ID# and sees she has been charged again for the order. Today she received another confirmation with payment 'pending' again for the same submission.
     
    Please advise how this could be happening and how to resolve the problem. 
    I have refunded the last $38 she was charged, however looks like she will be charged again tomorrow.
    See below the submissions and references to the transactions.
    Please advise how to stop the submissions.
    Many thanks in advance.
    Nadine 0409129189
     
    ------------------------------------
    On 7 Feb 2017, at 8:20 AM, Susanne Mechtersheimer <smecht@gmail.com> wrote:

    Dear All,
     
    I am a parent at Glenaeon Rudolf Steiner School and have booked online for 1 Value Package worth $38. In the meantime I have been already charged twice, and a third charge of $38 is pending!!!
     
     
    I have forwarded you the last confirmation, so you can see the Transaction ID. The two previous IDs are:
    403195834X5-42470V
    40N81099E9600171Y
     
    Could you please stop charging my credit card and could you please reimburse 2x$38= $76 that you overcharged my credit card.
     
    Please let me know that you received that email,
     
    Regards
    Susanne Mechtersheimer

    Begin forwarded message:

    From: Natural Child School Photography <admin@ncsphotos.com.au>
    Subject: Order Confirmation
    Date: 6 February 2017 4:32:53 pm AEDT

     
      jotform.com  
     
    O.K lets start by selecting your preferred payment method below:- Credit Card
    Parent / Guardian Susanne Mechtersheimer
    E-mail smecht@gmail.com
    Phone Number (61) 481470827
    Student 1 Daniel Mechtersheimer 12, Value.
    Student 2  
    Student 3  
    Student 4  
     
    Value Package (Amount: 38.00 AUD, Quantity: 1) Total: 38.00 AUD
    Transaction ID: 3152344880286915X

    ==Payer Info==
    First Name
    Last Name Mechtersheimer
    E-Mail smecht@gmail.com

    ==Address==
    Street 10, Kananook Avenue 
    City Bayview
    State NSW
    Zip 2104
    Country Australia
    Do you have any questions for us or extra information regarding your order?  
     
         
     

     

    Submission Date
    2017-02-03 05:58:10
    O.K lets start by selecting your preferred payment method below:-
    Credit Card
    Parent / Guardian
    Susanne Mechtersheimer
    E-mail
    smecht@gmail.com
    Phone Number
    (61) 481470827
    Student 1
    Daniel Mechtersheimer 12 Value
    Value Package (Amount: 38.00 AUD, Quantity: 1) Total: 38.00 AUD
    Transaction ID: 40N81099E9600171Y


    ==Payer Info==
    First Name
    Last Name Mechtersheimer
    E-Mail smecht@gmail.com

    ==Address==
    Street 10, Kananook Avenue 
    City Bayview
    State NSW
    Zip 2104
    Country Australia

     

     
     
  • Profile Image
    JotForm Support

    Answered by EltonCris on February 06, 2017 at 11:40 PM

    There is no problem with your payment configuration and the user's payment. He is only paying a one-time product and not a subscription. Perhaps it was the way the user paid the product on his Paypal account. Please ask him to cancel the payment instead on his Paypal account https://www.paypal.com/us/selfhelp/article/How-do-I-cancel-an-automatic-payment-I-have-with-a-merchant-FAQ2058 to avoid any further billings.

    This guide might as well help https://www.paypal.com/us/selfhelp/article/how-do-i-cancel-or-change-my-automatic-paypal-credit-payment-faq3408.

  • Profile Image
    JotForm Support

    Answered by EltonCris on February 06, 2017 at 11:44 PM

    By the way, there are three submissions from that user in your form submissions page. They were submitted on different time. This means that the user has submitted the form 3 times. This might be the reason why 3 possible payments are shown on his account. You can simply ask the user or you can cancel it to avoid any charges.

  • Profile Image

    Answered by milkpond on February 07, 2017 at 12:45 AM

    Thank you for your response.
    The user didn’t pay with a paypal account, she paid with a master card.
    She also only visited the page on the 02/02/17 (the first submission).
    Sorry, but no clue how to resolve this the client. She assures me she only submitted one form.
    Is there any other reasons why this would be happening?
    Help please.
    Nadine
    ...
  • Profile Image
    JotForm Support

    Answered by owen on February 07, 2017 at 03:00 AM

    Hi Nadine, 

    I checked all 3 submission from the same user. They all seem to have been recorded on times that has no relevance to each other. I can not think of any other possibility on why she was charged 3 times than she actually submitted form on 3 separate instances. There is not a satisfying assumption that I can come up with. 

    However, in order to prevent multiple submission from a same user (if that's ok for you) you can do the following:

    1. You can set unique submissions: https://www.jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form

    2. You can set form limits based on a unique question: https://www.jotform.com/help/223-How-to-set-Form-Limits-Based-on-a-Unique-Question

    I hope these help. 

    Please contact us again if you need any further assistance.