Form responses are being put submitted for payment twice

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    Bluebell_Dairy
    Asked on February 10, 2021 at 09:20 AM

    We kee getting some of the form responses with double payments.

    It does not happen to every response only some of them.

    We have checked with the customers and they havent sent the form twice. We have noted this with other forms as well.

    Any suggestions why this is happening?

  • Profile Image
    Jovanne_A
    Answered on February 10, 2021 at 10:04 AM

    Hi, thank you for contacting Jotform support.

    Could you please share with us the submission ID of the duplicate submissions?

    Guide: Where-to-find-the-submission-id

    Also, is the form embedded on a web site? If so, please provide us with the site URL so we can check.

    We look forward to your response.

  • Profile Image
    Bluebell_Dairy
    Answered on March 12, 2021 at 05:15 AM

    Hi

    It is a regular occurence that happens across alot of our forms

    THe submission ID's of the most recent are:

    4909560517914387668 and 4909560517914387668

    The form isn't embedded we just have a link from our website https://bluebelldairy.co.uk/animal-adoptions/

    THe form that we had the issue on this occasion is https://form.jotform.com/201395191708356

    However it does happen quite alot


    Many thanks

  • Profile Image
    Bojan_J
    Answered on March 12, 2021 at 07:15 AM

    Greetings.

    I was able to locate the duplicated submissions.

    To prevent this, can you please try to disable Allow Browser AutoComplete from the form settings:

    Allow_Browser_AutoComplete.png

    Please try this and let us know if the problem occurs again.

    Thank you for your cooperation.

  • Profile Image
    Bluebell_Dairy
    Answered on March 18, 2021 at 05:43 AM

    Hi Thanks for this

    I have done this across all forms.

    However one form we have just released has just done a double payment again:

    The duplicate is 4917225504513864551, the original was 4917225504513864551

    This is on form https://eu.jotform.com/210732895007354

    I have disabled Allow Browser AutoComplete on this form


    THanks for your help

  • Profile Image
    Bojan_J
    Answered on March 18, 2021 at 07:54 AM

    This happens if the user refreshes the Thank you page after the form was submitted.

    Can you please add a custom Thank you page, so your users are redirected to another page? This way, the form won't be submitted multiple times:

    screenshot_4325.png

    If possible, please update it, and let us know if the problem happens again.

    Thank you for your cooperation.