- firstname.lastname@example.orgAsked on August 25, 2014 at 06:10 PM
I have heard from a couple of families who have experienced a problem with our online registration process. Once they complete our Jotform and end up in PayPal, the charges are incorrect. Usually they are doubled (two classes charged instead of just one)
This has happened with our Crocker Highlands registration form and our Hillcrest Elementary form (that's who I have heard from so far, anyway), but not with a couple of our others, so I am not sure if this is on Jotform's end or PayPal's.
Here is what our parent's are experiencing:
From Crocker Highlands parent << I just completed the form, but when I was taken to Paypal to finalize the transaction, my cart showed two separate registrations, so the total was $440 instead of $240, and I was unable to edit the cart.On a different device, I completed the form all over again, but had the same result. It appears that the form, or the connection between the form and Paypal, is broken.>>From a Hillcrest parent << There are two classes offered, and I clicked on the 2nd-5th grade class, but when I got to PayPal, it showed both the K-1st grade class and the 2nd-5th grade class. I don't know why that is happening.>>Can someone contact me ASAP on my cell at 510-501-4636 or via email at email@example.com. With school now in session, parents are going to want to register their kids for our classes, and we cannot have them inconvenienced in this way.Please help! thank you!!Angela DantOakland Youth Chorus
- KadeJMAnswered on August 25, 2014 at 07:33 PM
So basically your problems is that some of your transactions are getting doubled?
We understand you wish for us to contact you via your cellphone but we do not currently provide phone support. However, rest assured we will respond to your thread here in a timely manner to help you with this problem.
Usually duplicating problems like that only happen when the submit button is clicked multiple times in a row even if on accident which can cause the data to be multiplied. So it is recommended to only click the button and wait a few seconds to avoid that complication.
Were these doubling up in your submission viewer too and perhaps you deleted them? Or was this only happening in paypal after receiving the payment?
I tried to replicate the problem in a test but I am unable to do so thus far. I have also cleared your form cache to refresh your forms to see if that helps.
- KadeJMAnswered on August 25, 2014 at 07:35 PM
I also meant to ask if you are able to provide us with a screenshot of one of these duplicated charges that you are seeing from your end if possible?