Clients have been charged twice

  • jldance
    Asked on September 8, 2020 at 11:23 AM

    Clients are being charged twice without having registered twice. We integrate with Stripe, and they said the problem might be coming from you?

    Please help!

  • BJoanna
    Replied on September 8, 2020 at 12:52 PM

    Sorry for the inconvenience this may have caused you.

    Please provide us a link of the form to which the issue is related and the IDs of the duplicate submissions.

    Where to Find My Form URL?

    Where to Find the Submission ID?

    It is possible that the user's did not close the Thank You page after they submitted the form and that the Thank You page was reloaded which triggered duplicate submission. You can prevent duplicate submissions with the Unique Question and Unique Submission features.

    How to set Form Limits Based on a Unique Question

    How to Set Unique Submissions on a Form

    You can also add a Captcha field.

    How to Add a Captcha Field

  • jldance
    Replied on September 8, 2020 at 5:58 PM
    Thanks for your reply!
     
    This happened a few times. Here it goes:
     
    IDs: 4750382977972605123 & 4751473067971935356
     
    Limón Series on ZoomIDs: 4752961962128148974 & 4752961362123343680
     
    Thank you so much for your help.
  • Mike_G JotForm Support
    Replied on September 8, 2020 at 9:36 PM

    Thank you for the additional information.

    I checked the submissions you posted:

    The duplicate submission on your Beginner Class Series form was submitted over a day after.

    4751473067971935356 — 2020-09-05 15:35:09

    4750382977972605123 — 2020-09-04 09:18:21

    While the duplicate submission on your Limón Series on Zoom form was submitted exactly a minute after the original submission.

    4752961962128148974 — 2020-09-07 08:56:39

    4752961362123343680 — 2020-09-07 08:55:39

    Given that the duplicate submissions have the same product selection as the original submission, the reason behind this is probably what my colleague, BJoanna, has mentioned. You may also contact the person show who submitted the form to confirm the transactions.

    Also, the issue doesn't seem to happen to every submission you have in y our forms. Is your form embedded on a website? Or, the forms are only being submitted from their respective direct link?

    Perhaps adding a Get User Agent widget to your form would help us determine what's causing the issue on future submissions.