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    Users make one submission, but are billed twice on PayPal

    Asked by mdavid on March 06, 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

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    JotForm Support

    Answered by BDAVID on March 06, 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 

    Let us know if you have more questions.

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    Answered by mdavid on March 06, 2017 at 11:21 PM

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

     

    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:

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

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

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

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    JotForm Support

    Answered by Chriistian on March 07, 2017 at 03:21 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.

     

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

      

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    Answered by mdavid on March 07, 2017 at 06:46 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.

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    Answered by mdavid 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.
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    JotForm Support

    Answered by ashwin_d on March 14, 2017 at 01:56 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!