Payment Submissions used Wrong Amount

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    wspmann
    Asked on December 12, 2017 at 09:20 PM

    I have a form used for ordering DVDs.  The price went up this past Sunday (from 35 to 50 a DVD).  I changed the price and have had several orders come over correctly.  However yesterday (12/11) 2 orders came over at the old price of 35.  I did not make any updates.  How did this happen?   Did the change not post to all your servers or something?   This is a huge deal as we cannot honor the 35 amount after 12/10.   Please explain.



    https://www.jotform.com/submissions/73226815484966

    https://www.jotform.com/build/73226815484966


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    Marvih
    Answered on December 13, 2017 at 12:05 AM

    I am unable to replicate the issue. I cloned your original form and It shows correct price in the total field. I also tested a submission to see if it changes the total price and it didn't.

    I will escalate this issue to our back-end team to investigate further.

    We apologize for this huge inconvenience to you..

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    ashwin_d
    Answered on December 23, 2017 at 01:48 AM

    We have received an empty response form you. If you have replied from your email, please click on the following URL to reply again:   https://www.jotform.com/answers/1321509-Payment-Submissions-used-Wrong-Amount 

    We will wait for your response.

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    wspmann
    Answered on January 04, 2018 at 08:06 PM

    Am I ever going to get a response to this issue?  It has been 3 weeks.

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    Marvih
    Answered on January 04, 2018 at 11:14 PM

    Me and my colleague @ashwin_d did respond on this thread, Is this issue still happening ?

    I have cleared your form cache as well.

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    wspmann
    Answered on January 05, 2018 at 10:34 AM

    Your response did not explain anything.  I think ashwin_d was just saying nothing posted to this forum.   You said "I will escalate this issue to our back-end team to investigate further."   What came from that investigation?   Any idea on root cause?  I can only think of 1 way it happened.

    I want to ensure it does not happen next time so if there are steps on my side to take please let me know.  It is not happening but holiday season is over so we don't have a lot of orders coming through now.

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    ashwin_d
    Answered on January 05, 2018 at 11:20 AM

    Please note that this issue is already reported to our backend team. Upon checking the ticket status, I found that one of our developer is already looking into this. Though we cannot provide an ETA on this but we will get back to you as soon as we have any update from them.


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    olivia
    Answered on February 01, 2018 at 05:43 AM

    Hello @wspmann,

    We are very sorry for the issue. 

    Did you replicate the issue again?

    Thank you.