My customers are getting charged twice.

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    eliteenterprises
    Asked on January 13, 2022 at 05:09 PM

    I had 2 customers in a row charged twice (as if submitted twice) on the 10th & 12th of this month. No other orders were submitted, so I did a test submission yesterday and it went through fine (only charged once). Then I had a customer call today, the 13th, to place an order a few minutes ago and I put filled out the form for her online through our website, and even though I pressed the submission button one time, she was charged twice. How do I stop that?

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    Alexander_G
    Answered on January 13, 2022 at 07:10 PM

    Greetings, 👋

    Thanks for contacting us.


    We would suggest you redirect the Thankyou page to an external page or custom Thankyou page below:

    Use for redirection: 👉 https://www.jotform.com/thankyou.html

    Guide: 👉 Redirecting Users to a Different Page

    Sometimes the default Thank You page is left open in the browser that could be the reason for double submitting. When the page is automatically reloaded it can trigger another submission.


    Please give it a try and let us know how it goes.

    Warm Regards,

    Alex

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    eliteenterprises
    Answered on January 13, 2022 at 10:28 PM

    Dear Alex,

    I personally (not the client) put in the order today and can't figure out how your solution of creating a separate thank you page would resolve the issue.

    First of all, leaving the thank you page open has never caused this in the past. Why do we have to edit and make changes for a Jotform problem? From my view, there's an obvious problem on Jotform with the form. You've made upgrade changes and it keeps making further problems. We have almost 900 entries with no problems until you did your upgrade in November. You pay a staff...shouldn't they figure this out? I'm so frustrated because your errors on the form is an embarrassment for our company. Where is quality control? Where's the project manager? Where's customer service? I'm forced to wait 2 1/2 hours to get an answer from you (or whoever). What are you going to do to solve this problem? In case you don't recall, this was the fix to the form avoiding the required field by pressing the submission button twice, so we've gone from one problem to another. Your answer is that you want us to fix your problem by creating a separate web page...yet about 900 other submissions never had the problem. Please figure it out...it's caused by your company...explain.

    My phone number should be in your files. Shouldn't someone at this point give me a call? That's what I call customer service.

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    Kenneth_C
    Answered on January 13, 2022 at 11:41 PM

    Hi there,

    Apologies for the inconvenience, however, we do not offer phone support.

    Can you share the Submission ID# of the submission that was charged twice so we can check?

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

    We also suggest that you implement the Unique Submission feature to prevent users to submit the form more than once: https://www.jotform.com/help/64-how-to-set-unique-submissions-on-a-form/.

    Awaiting your response.

    Best.

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    eliteenterprises
    Answered on January 14, 2022 at 08:40 AM

    So now we are now talking with Kenneth. Maybe eventully the CEO of the company will read this, but I doubt it as he really doesn't want the mundane day to day problems of his customers. Kenneth, can you explain to me why this did not happen for several years and is happening now. Why is it that we have to do a fix for your screw up? Again doesn't your company do anything with quality control. Mine does, if we screw up we fix it! I don't ask the customer to fix things. In the real business world, not in the fantasy world of Jotform, you have to own your own problems and eventually get them fixed. Your are not owning this...you are passing the buck. Fix the damn problem or fire the people who can't fix it!

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    eliteenterprises
    Answered on January 14, 2022 at 08:50 AM

    As far as I can tell, there are no submission numbers on the submissions page just a count down which is backward. The latest post is number one but when the next person orders, that submissions will be number 2. I have done the Unique submissions, but we have customers who order over and over again. Will this allow them make another order the next day, week or the next month. I can't wait to fix your next problem.

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    Afzal_P
    Answered on January 14, 2022 at 09:47 AM

    We completely understand your situation and we apologize for the inconvenience this has caused.


    I have escalated this thread and notified our back-end team about the issue you are facing. We'll notify you on this thread as soon as we receive any word from them.


    Your patience and understanding are most appreciated.

  • Profile Image
    eliteenterprises
    Answered on January 14, 2022 at 10:48 AM

    No one answered this question? "I have done the Unique submissions, but we have customers who order over and over again. Will this allow them make another order the next day, week or the next month?"

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    Afzal_P
    Answered on January 14, 2022 at 11:08 AM

    Since your customers order using your form repeatedly, the Unique Submission option would not be suitable in this case. The Unique submission disables the user after one submission.


    I recommend you add the CAPTCHA field to your form. Captcha field is introduced for form protection against spammers and spambots. This will make sure the field is checked before every form submission.

    How to Add a Captcha Field


    I hope it helps, let us know if you need further assistance.

    Thank you.

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    eliteenterprises
    Answered on January 14, 2022 at 01:37 PM

    Spammers would have to enter their credit card number to submit the form. I would gladly take any money they wish to put in my square account. So I don't see the need for a Captcha. This does not resolve the issue at hand.

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    Afzal_P
    Answered on January 14, 2022 at 01:53 PM

    My apologies for being clear. I recommended Captcha to stop double submissions leading to charging your customers twice.


    I have already escalated this thread and notified our back-end team. We'll notify you via this thread as soon as we receive any word from them.

    Thank you.


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    eliteenterprises
    Answered on January 14, 2022 at 02:00 PM

    You are not answering the questions, really at all. You are not looking at the above mentioned form, you are waiting for the computer to answer our questions. This is just lazy, but I assume (yes, you are making an ass out of me) it's what you were told to do in your job. You have not given us any way to resolve things except to fix it ourselves and those things you would have us fix are not really relevant to the form. It was, however, the answer the computer came up with. Is this the way you treat all your clients? How would you feel if you were treated this way? For years this form worked perfectly, but since November your form has gone haywire for us. We never had a captcha before. Why do we need it now..to fix your problem? What is the difference? Why is it needed now but was never needed in the roughly 900 submissions before? Why is this now an issue. Can someone or anyone explain? Your company did something different and we have to fix your issue? Please be serious. Everything you have suggested so far is a joke.

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    Mianala
    Answered on January 14, 2022 at 03:39 PM

    Greetings,

    We apologize for any inconvenience this may have caused.

    We usually do not provide a warranty for our forms as indicated in our Terms of Use

    We treat all the customers' requests/issues with all our heart and my colleague has already escalated this to our back-end team.

    Please rest assured that as soon as we have any updates, we will inform you on this ticket.

    Again, we do apologize for the inconvenience this may have caused.

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    eliteenterprises
    Answered on January 15, 2022 at 11:27 AM

    We paid our annual payment of $390 in November and the problems (1/5 of customers not being charged shipping even though it was required on form, all except 2 customers being charged twice when submitting). Before that time, we had NO problems. Please let us know when our forms will work again as they were working before we payed you in November. It's embarrassing to contact each of our customers to let them know there was an error in our Jotform processing. We're still waiting on your "back-end" team.

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    JohnRex
    Answered on January 15, 2022 at 12:09 PM

    I can see that the escalated ticket is still being looked at. I am sending a follow up to the assigned team to look for further updates.

    Hope we get some news this time.

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    eliteenterprises
    Answered on January 17, 2022 at 11:11 PM

    Update on our status. Out of the 5 orders we received this weekend, 4 of our customers were charged twice. If we set it up for only unique submissions, then our repeat customers won't be able to order.

    We're still hoping to get an update of a solution for this problem.

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    Rehan_F
    Answered on January 18, 2022 at 12:05 AM

    Greetings,

    We are sorry for the delay. An update is still not available. I'm sending another follow-up request to the assigned team.

    We will let you know here as soon as we hear back from them.

    Thanks

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    olivia
    Answered on January 18, 2022 at 09:22 AM

    Hello,

    We are sorry for the issue you experienced.

    The issue should be fixed.

    Could you please try again?

    Thank you for your understanding.