Customer being charged twice

1) Customers being charged twice.

We utilize the integration you offer with Stripe to collect payment. We find this to be an integral feature as it negates the need for customers to open multiple pages when registering and paying for our course offerings. As you likely know, ease-of-use is extremely important to the success of a service.

My boss has found that customers are frequently charged twice for their selections on our Jotform. You recommended that we install the reCaptcha feature, which was done some time ago. The issue still occurs. What other suggestions do you have?

Hi there,

Stripe charges only occur when a form is successfully submitted. Kindly confirm if the duplicate charge also comes with the duplicate form submission. If this is the case, you can add the following to avoid this from happening.

You may set the unique submission on your form to avoid users making duplicate submissions:

GUIDE: How to Set Unique Submissions on a Form

Or you may set a form submission limit based on a unique question:

GUIDE: How to set Form Limits Based on a Unique Question

Based on the same issues we receive, duplicate submissions happen if the user is using a mobile phone. Sometimes the Thankyou page is left open in the browser which could be the reason for this duplicate submission. When the browser is opened the Thankyou page gets reloaded and triggers another submission.

We suggest redirecting the user to an external URL after the form is submitted.

Another way is to make sure the "Allow Browser Auto Complete" feature is disabled.

After these settings are applied to your form and the same issue persists, share the Form URL and the Submission IDs for us to investigate further.

Where to Find the Submission ID

Where to Find My Form URL

Regards,