First Data integration: Duplicate submissions/payments received

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    Asked on December 24, 2020 at 06:20 PM

    Hi, We have a problem with this software. customers that sign in and pay for the service through this software are apparently being charged multiple times (their credit card)? How can we fix this glitch?

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    Answered on December 24, 2020 at 06:39 PM

    Hello! Allow me some time to check this. I'll get back to you soon with an update.

    Thank you!

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    Answered on December 24, 2020 at 07:26 PM

    Hello! I believe that you're referring to your "LAX Physical | Patient Intake" form. I noticed that there are various duplicate submissions on your form. Duplicate submissions like in your case occur when users do not close the 'Thank you' page on their browsers after making a submission. This very 'Thank you' page reloads the next time users open their browsers which then results in a re-submission without users even knowing it.

    Simple way to prevent this issue is to implement a Captcha field on the Form. Captcha will present the user with a challenge every time an attempt to re-submit a form is made. So, only if they solve the challenge and then click on the 'Submit' button, it'll result in a re-submission; So no automatic re-submissions will be made. You can implement the Captcha field into your Form as follows:


    After installing Captcha on your form, please clear your form cache as well by following these instructions: How-to-Clear-Your-Form-Cache

    If you still face issue after this, please get back to us; we'll escalate the issue further.

    Thank you!

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    Answered on December 31, 2020 at 05:45 PM

    We added the captcha and that's reduced the duplicate payments but we still get a few. Is there another level of security we can add?

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    Answered on December 31, 2020 at 11:53 PM


    Thank you for reaching Support.

    One known reason on how the duplicate submissions were triggered, is when the form was filled out using a mobile browser and the Thank-You Page was reloaded. This can also happen if the Thank-You Page was in the browser's previous session and the browser restores it on startup. If this is the same case with your form, try disabling "Allow Auto Browser AutoComplete" in your form settings.

    Allow Browser AutoComplete

    If you're still receiving duplicate submissions, redirect your users to a custom Thank-You Page, as the default internal one that comes with the form builder may hold the user's previous session's submission data which is what gets sent when they refresh the page. You can use the following Thank-You Page for this:

    Redirecting Users to a Different Page:

    Redirecting Users to a Different Page

    Here's a few more options to prevent multiple submissions from users:

    • Add a Captcha Field - the form will ask for a simple challenge to be performed before the form gets submitted. This may prevent accidental or user initiated duplicate submissions.
    • Set Unique Submissions on a Form - block multiple submissions by checking the form filler's browser cookies and IP.
    • Set Form Limits Based on a Unique Question - you can set one of your forms questions like email address to be a unique question. This will not allow a user to use the same email address to submit your form.

    Hope that helps. Let us know if you have any questions or if you need further assistance.