Receiving duplicate responses from customers

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    natheys
    Asked on June 01, 2020 at 04:20 AM

    Hello, I have started to receive duplicate email forms from a select few customers.  This is frustrating and is causing confusion as to whether the customer has changed their submission or not.

    Every case has seemed to be a system issue and has not been the customer re-submitting a form.

    The problem has increased since I upgraded and started paying your company for this service.

    It is not helping my reputation as the astute customers are noticing the issue as they see a duplicate email order has been sent.  They are emailing me to advise that they have not sent a duplicate form

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  • Profile Image
    Vick_W
    Answered on June 01, 2020 at 07:52 AM

    Hey there!

    Apologies for the inconvenience.

    I would like you to kindly follow the available solutions related to duplicate submissions depending on your requirement.

    1. You can use our unique submission feature to block multiple submissions from one system of one IP address by setting the "Check Cookies Only (Loose check)" or "Check Cookies & IP address (Strict Check)" respectively. Here is a guide:

    https://jotform.com/help/64-How-to-Set-Unique-Submissions-on-a-Form


    2. You can also use our unique question feature to prevent from submitting duplicate submissions. Example: You can set one of your forms question (like cell number or email address) to be a unique question. This will not allow a user to use the same cell number or email address to submit your form. Here is a guide:

    https://eu.jotform.com/help/375-How-to-Have-Unique-Question-Using-Multiple-Fields

    3. Also try adding a captcha field to your form to avoid duplicate submission.

    Here's a guide: https://www.jotform.com/help/205-How-to-Add-a-Captcha-Field

    Do let us know if you need any further assistance.

    Thanks.

  • Profile Image
    EltonCris
    Answered on June 26, 2020 at 07:01 PM

    Hi,

    The duplicate submissions problem is now resolved. We added some preventive measures to help deter unwanted resubmissions of the previous entry. This should not happen again.

    Thanks!