Users get charged multiple times

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    Asked on January 08, 2018 at 01:07 PM

    We are having an issue, which happened twice within a couple days, where the users cannot seem to submit their forms (they are getting errors on the form uploads, and they are also having to re-enter their credit card info).

    At the end of their struggles, we have not received their form submission, and the credit charge came through 5 or 3 times.

    The first form that is having the issue (which charged the user 5 times) was:

    The second form having this issue (Which charged the user 3 times) was:

    We had a similar situation a couple months ago where a user made a submission and was charged twice even though she only submitted once. This case seems related but worse because the user cannot get the submission to go through, yet keeps getting charged.

    Can you help?

    Thank you in advance.

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    Answered on January 08, 2018 at 02:16 PM

    Generally, if there is any error while submitting the form it is required to reenter the credit card information due to security reasons. But for the failed submission it shouldn't be charged. Could you let us know if you have received the submissions as many times as they charged was made for both forms? If there is only one submission, please provide us with the submission ID from bth the forms to investigate the issue further. Also, please let us know if the form is embedded on any of your web pages. 

    We will wait for your response. Thank you.

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    Answered on January 08, 2018 at 02:37 PM

    The kicker is that the users have not been able to make a successful submission. Yet their money keeps coming through!

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    Answered on January 08, 2018 at 03:44 PM

    1) Are these forms embedded on a webpage somewhere?

    Or do your customers access your form via the direct link?

    2) When your customers fill out your form and submit do they get an error message.

    For example:

    1515444154The Easiest Online Form Builde

    If so can you supply a screenshot of the error? That would make it allot easier to know how to fix your issue.

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    Answered on January 09, 2018 at 10:33 AM

    Our customers are accessing the forms via direct link. We do not have them embedded on a webpage.

    These 2 "customers" (which are really leads) are already quite miffed about the situation, as you can understand, since their first dealings with our institution charged them 5 times for a submission that will not even go through. I do not want to jeopardize the situation any more by asking them to re-run the (long) form and take a screen shot of their errors, so unfortunately I cannot get you any screen shots.

    However, the fact that it has happened to two different users on 2 consecutive days makes me think that it was not user error.

    We have another unresolved ticket that is related, and you can view that one for more clues. The title is: 

     received one submission, but two payments were processed. (Private)

    Please let me know if this can be resolved and by when. Since this form is our first transaction with our leads, it is important that it be working flawlessly. Thank you for your time and help.

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    Answered on January 09, 2018 at 11:08 AM

    OK, I have escalated this issue to Level 2 support. They will investigate and post a response on this thread.

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    Answered on January 16, 2018 at 09:29 AM

    Can you tell me if there is any word on this ticket? This is a very important matter which needs to be addressed quickly. Thank you so much.

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    Answered on January 16, 2018 at 09:52 AM

    You have been assigned a developer who is looking into the matter. Also the status of this ticket has been marked as "Important".

    Once the developer has made progress resolving this issue they will post a response on this thread.