Authorize.net: Double submissions with duplicate transactions for users

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    DiscoveryCharterSchools
    Asked on January 30, 2019 at 01:16 PM

    I just published this form for after school signups but people are being charged twice for their classes.  What is wrong?

     

    Additional info... the form is actually submitting twice as I have two submission numbers.  Here is one ID 4246810095684954016  and the other is 4246810095684336364.  I only clicked the submit button once.  It did take a long time to process but I never did get an error.

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    gerardw
    Answered on January 30, 2019 at 02:48 PM

    You can enable the "Unique Submission" option in your form to ensure that double submissions do not occur.

    Go to Settings > Form Settings > Show more options and scroll down to the "Unique Submission" option. 

    1548877652Screenshot_3.png

    If you select Strict Check, people in the same network (in the same school, college, university, institution) will not be able to make submissions, as the IP address for the network would be the same.

    If you are considering the target audience as students in the same school, Loose Check should be chosen.

    You can also refer to our guide below for reference:

    How-to-Set-Unique-Submissions-on-a-Form


  • Profile Image
    DiscoveryCharterSchools
    Answered on January 30, 2019 at 02:52 PM

    I assume this makes sure that I do not click the submit button twice.  Correct?  If yes, the problem is that the submit button is pressed once and we get two transactions created.

    Also, I have many payment forms and have never had to do this.  Why would I need to do this now?

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    gerardw
    Answered on January 30, 2019 at 03:00 PM

    Yes, this will disable people from Submitting twice. 

    I assume that you are facing this issue with the form that you have mentioned above.

    I see that it is disabled and I am getting the message "This Form is currently unavailable"

    Could you please enable this so that we could check from our end also?

    Thanks!

  • Profile Image
    DiscoveryCharterSchools
    Answered on January 30, 2019 at 03:04 PM

    I changed the form to check cookies only and tried it again.  Now what I get is an error message saying this is a duplicate transaction AND I GET CHARGED FOR THIS TRANSACTION.

    WHY AM I GETTING CHARGED?

  • Profile Image
    DiscoveryCharterSchools
    Answered on January 30, 2019 at 03:05 PM

    And Yes it really did do the transaction.... I got a confirmation.... here is the transaction ID 41172732889

  • Profile Image
    DiscoveryCharterSchools
    Answered on January 30, 2019 at 03:07 PM

    I have enabled it.

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    gerardw
    Answered on January 30, 2019 at 04:11 PM

    Sorry for the inconvenience caused. We are looking into this issue and would like few additional information:

    1. Are you facing this issue only with this one form? i.e. https://form.jotform.com/90256345395159. If not, could you provide any other form where you are facing this issue?

    2. Since when are you facing this issue? i.e. is this issue existing from the first submission that you may have received for this form?

    3. How many users have reported this issue of double submissions?

    I am currently investigating this issue and if possible will forward to our backend team for further review.

    Meanwhile, it would be helpful, if you could provide your responses to my above queries?

    As a workaround, I would also suggest that you try to reintegrate Authorize.net into your form, clear your form and browser cache and try again.

    Thank you for your patience.

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    DiscoveryCharterSchools
    Answered on January 30, 2019 at 04:27 PM

    Many of the other forms do not get used on a regular basis.  These other forms were working the last time they were used.

    I do have 2 forms that do NOT collect payments that did get used yesterday/today and they seem to be fine.  But again they do not collect payments.

    We just went live with this form today and the first two transactions were fine.  Then the problem started.  We have had 7 double transactions.  You can look at the submissions as you will see the duplicate transactions there (form creates duplicate transaction which then causes the duplicate payment).  We had disabled the form to stop any more transactions until we had the problem fixed.  We then enabled it for you.  Since this time, we have had a couple more transactions that seemed to be fine.

    If you have other questions, just let me know.

  • Profile Image
    gerardw
    Answered on January 30, 2019 at 04:52 PM

    Yes, I could see the duplicate submissions and they seem intermittent too.

    Let me forward this to our backend team to investigate further. As soon as we receive any news regarding this issue, you will be updated via this thread.

    Thank you!

  • Profile Image
    DiscoveryCharterSchools
    Answered on January 30, 2019 at 06:55 PM

    Thank you ... also I am going to change the form back so that the person can do multiple submissions as the family will need to do this when they have multiple children.

    Any idea as to how long this might take.  I have another ticket it where I have not received an answer on in 6 months.  We need this taken care of ASAP as people can not register with the fix.

  • Profile Image
    BDAVID
    Answered on January 30, 2019 at 11:20 PM

    Unfortunately, there is no way for us to tell how long it will take since our back-end team does not provide an estimated time-frame for a resolution. If there is any progress, you will be updated via this thread.