Users make one submission, but are billed twice on PayPal

  • mdavid
    Asked on March 6, 2017 at 11:45 AM

    The user fills out the form once and successfully makes a payment, but they say that they had an error.  The user than fills out the form a second time, successfully makes a payment, but there is no corresponding JotForm submission.  I do have the option to block double submissions but I thought that it would not allow them to make a payment if the submission already existed.

    Page URL: https://form.jotform.com/63485523728262
  • David JotForm Support Manager
    Replied on March 6, 2017 at 12:55 PM

    Setting unique submissions will prevent more payments from the same user. I checked your form, and you have not set unique submissions on your form: https://www.jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form 

    Users make one submission, but are billed twice on PayPal Image 1 Screenshot 20

    Let us know if you have more questions.

  • mdavid
    Replied on March 6, 2017 at 11:21 PM

    But I am using the "Unique Question" feature to disallow multiple submissions:

    Users make one submission, but are billed twice on PayPal Image 1 Screenshot 40 

    I can't use the "Unique Submission" as I have some parents with multiple children at the school and they need to fill out more than one form.  The real concern is that there is no corresponding JotForm submission for the extra charge in PayPal.  

    One parent got this error after her first submission with payment:

    Users make one submission, but are billed twice on PayPal Image 2 Screenshot 51

    The parent then tried to submit a second time and got this error:

    Users make one submission, but are billed twice on PayPal Image 3 Screenshot 62

    This submission generated a PayPal transaction, but no JotForm submission.

    I can provide examples with PayPal transaction ID's if necessary.

  • Chriistian Jotform Support
    Replied on March 7, 2017 at 3:21 AM

    I understand that you want to allow the users to submit more than one submission.  The error which the user of your form experienced, when they submit your form, might be a temporary issue. Please check it on your end if the issue still persists.

    About the JotForm submission, I checked your form and I noticed that there are incomplete payments on your form. Here's a guide on How to view incomplete payments.

    Users make one submission, but are billed twice on PayPal Image 1 Screenshot 20

     

    For more info about Paypal Incomplete payments, please see this guide: Paypal Incomplete Payments FAQ.

      

  • mdavid
    Replied on March 7, 2017 at 6:46 AM

    I had three parents on one day that had the double payment issue.  Perhaps it was a one time error.  If it happens again, I will post to this thread.

  • mdavid
    Replied on March 14, 2017 at 12:23 PM

    I had two more parents generate a payment from the form with no corresponding form entry.  I can provides dates, times and PayPal transaction ID's if it helps.
  • Ashwin JotForm Support
    Replied on March 14, 2017 at 1:56 PM

    Hello mdavid,

    Since your latest question is a new issue, I have moved your question to a new thread and you will be answered here:  https://www.jotform.com/answers/1091325

    Thank you!