Stripe Integration: Users are being charged multiple times when errors occur on the forms

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    diekemperphotography
    Asked on February 23, 2021 at 10:31 AM

    We keep having a lot of blank submissions coming through.... and multiple payments from people for the same time slots..... would this be due to so many people trying to book at once? We need help asap! Thank you!!

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    Patrick_R
    Answered on February 23, 2021 at 12:15 PM

    Hello! Our apologies for the inconvenience. This happened due to a temporary glitch and has now been fixed.

    Kindly re-check. In case you still face problems, let us know.

    Thank you!

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    diekemperphotography
    Answered on February 23, 2021 at 01:02 PM

    The blank submissions are fixed, but it still took peoples money multiple times even without an appointment time. I thought we had it set up where it won't take their card without an appointment. We have some people's card that were charged up to 5 times.

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    FelipeSantana
    Answered on February 23, 2021 at 06:06 PM

    Hello @diekemperphotography,

    Our apologies for the inconvenience that you have experienced.

    I reviewed the form you shared with us and I can see that there are a total of 57 submissions and it seems that every single one does have an appointment time and a payment verification. I am not able to see any duplicate on my end.

    Can you kindly share the Submission IDs for those that have been charged multiple times? You can also share any screenshots that will help us identify which submissions caused multiple charges.

    Related User Guides:

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    diekemperphotography
    Answered on February 25, 2021 at 04:35 PM

    So when they were trying to book a time it would give them an error, so they didn't think it was processed so they would try again and with an error message it still charged the card, even if they didn't have an appointment set. We had a 3 people that it took their money and no appointment. Then 8 others that got an appointment and gave them the error and it charged their card multiple times.

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    FelipeSantana
    Answered on February 25, 2021 at 07:07 PM

    Hello @diekemperphotography,

    Please accept our apologies for this inconvenience that you have experienced.

    As I mentioned in my previous response, we do not have records of the duplicate payments that have been taken without the appointment selection. On our end, we see that the payments were made only for the submissions that are saved on your Tables page.

    However, if you are certain that there were unwanted charges on your form, we will need you to share the records of the duplicate charges that have been made to your users. This way we can escalate the issue to our developers and provide them with proof of the duplicated charges.

    You can share screenshots of these charges as proof and also please share the submissions IDs of those that were charged multiple times.

    Related User Guides:

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    diekemperphotography
    Answered on February 26, 2021 at 02:43 PM

    Here are a couple screen shots I have from our stripe account. The one on top was charged this many times with no appointment. The picture on the bottom is someone that has an appointment that got the error code so it makes you think it doesn't go through, so you do it again and they only have 1 appointment, but charged 3 times. 1614368464_60394ed01e60e_Screen Shot 2021614368463_60394ecf93556_Screen Shot 202

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    FelipeSantana
    Answered on February 26, 2021 at 04:30 PM

    Thank you very much for sharing these screenshots.

    I did review your submissions again and I can see that there is only one record for the submitter "Michelle Kade". However, it is clear by your screenshots that the transaction was applied multiple times, even though there is only one actual submission.

    Here is a screenshot of the submission I found for this person:

    1614374674_6039671291f77_

    Please allow me to escalate this issue to our Development team for further review. They will take a closer look and try to find the cause behind this issue. As soon as we have updates on this, we will inform you immediately via this support ticket.

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    diekemperphotography
    Answered on February 26, 2021 at 04:44 PM

    Thank you so much for taking the time to try and figure out the issue. We would love to continue to keep using this for booking, as long as the issue can be fixed. Thanks again, we really appreciate it.