Jotform glitches experienced recently

Hi,

I have a Jotform that is used as a platform to sell books. Recently, the following issues have been encountered:

• Form respondents have not been receiving a copy of their submitted orders in their registered emails, even though we have set it up that way.
• Duplicate orders have been received even though the form respondents only submitted their orders once.

Appreciate your help to address these issues as soon as you can. Thank you.

Regards,

Nina

Hi there,

We apologize for the inconvenience.

Form respondents have not been receiving a copy of their submitted orders in their registered emails, even though we have set it up that way.

I checked your form's Autoresponder email, and it currently doesn't have any specified field. Kindly please map the email field.

Duplicate orders have been received even though the form respondents only submitted their orders once.

Please share with us the submission IDs of those duplicate data.

Duplicate data usually occurs when the thank you page is reloaded, which often happens when the user didn't close their form tab in the browser successfully.

Guide:https://www.jotform.com/help/549-where-to-find-the-submission-id/

We will wait for your response.

Hi,
Thank you for the prompt response and apologies for the oversight regarding
the email setup.
The submission IDs of the duplicate orders are as follows:

Thanks!
Regards,
Nina
...

I have checked one of the duplicate submissions and saw those were submitted almost an hour apart:

The form cannot make a submission on its own, so it's either the user intentionally re-submitted it or like my colleague has mentioned, might have reloaded the browser where the Thank You Page is which then triggers the resubmission.

To prevent this, please use an external Thank You page so when your users open the mobile browser, it loads the external link instead of the default Thank You page to NOT trigger duplicate submission.

Guide: How to Redirect to a Page After Form Submission

If you don't have a custom Thank You page, you can use this link https://www.jotform.com/thankyou.html 

Alternatively, you can add a CAPTCHA to your form. So when the thank you page is reloaded, the captcha would appear first and it wouldn't create duplicate until the user completes the captcha and resubmits the form.

Guide: How-to-Add-a-Captcha-Field