Client was double charged and form duplicated

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    Asked on May 14, 2019 at 04:03 PM

    Hi- one of our forms duplicated, like a month afterwards where our client was charged again via Stripe. This morning we received a notification that a form was filled out on the "WEX Raleigh 2019- Exhibitor Form- $50 OFF" and she already filled this form out in April and now was charged again. We asked her if she did this and she said she did not fill out the form again. 

    This happened now twice and I am losing money on the return of funds with the processing fee. I am a good customer of jotform and need this fixed ASAP as well as asking for a way to re-coop some of the funds lost with either a free month on my bill or something. 

    We can't have this continue to happen and lose money every time. 

    Thank you, 

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    Answered on May 14, 2019 at 07:30 PM

    Hi @womenempowerexpo!

    We apologize for the inconvenience this has caused you. To further assist you, may you please provide us with the Submission IDs of the duplicated charge from your form? 

    You had stated this has happened twice, was this on the same form or a different one? If it was a different one or a different customer can you please provide the name of the form as well as the Submission IDs?

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    Answered on May 27, 2019 at 08:56 PM

    This is one that came in today that she said she did not process. ID

    This is one she did process over a month ago. ID
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    Answered on May 28, 2019 at 01:53 AM

    We do apologize for the inconvenience.

    I have checked both submissions and they are identical. Do note that the submit button must be clicked before a submission is triggered.

    Both submissions has the same:

    1.)IP address:

    2.)Location Address

    3.)Email address.

    May we know if the user has used his mobile phone in filling up the form or laptop/pc?

    May we know also the web browser the  user has used?

    May we know if there are other reports with this issue in your form?

    Looking forward for your response.

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    Answered on May 28, 2019 at 09:11 AM

    This user was adament that she did not submit another form nor even look at the form to be able to re-submit her payment info and was spooked out when she got the charged and immediately called our office. We had to issue a refund which costs money in processing fees lost. 

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    Answered on May 28, 2019 at 10:34 AM

    We do apologize for the inconvenience this may have caused.

    For further information, may we know if your form is embedded to a web page?

    I am not exactly sure how this has happened as the Form was resubmitted after a month and we don't have a widget or feature that would send the form again based on date.

    Maybe your user did not close the  browser tab in which the form was filled and somehow the form was resubmitted, most likely by using back browser button.

    To prevent duplicate submissions you can set unique submission on your form:

    How to Set Unique Submissions on a Form

    You can also set form limit based on unique question:

    How to set Form Limits Based on a Unique Question

    And you can add a captcha to your form:

    How to Add a CAPTCHA field