What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Can anything be done on JotForm side to avoid duplicate PayPal payment

    Asked by afcpool on May 05, 2015 at 12:55 PM

    Somehow one of our customers was charged twice on PayPal after hitting submit on our form--in other words, just one JotForm submission, but two hits on PayPal for the total amount due While I caught this, I don't know how it happened, and wonder if there is a fix to add on the JotForm side. The only advice I see on PayPal (https://ppmts.custhelp.com/app/answers/detail/a_id/165) is that they can control for duplicate payments if an invoice number is passed through. I don't see how this can be done with the widget. {Also we don't generate an invoice number.]



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    JotForm Support

    Answered by Mike_G on May 05, 2015 at 02:13 PM

    I have checked and investigated your form, I have found out that you have set up a Paypal payment through the option, Collect Donations/Custom Amount Payments, as this will capture the total payment your customer will have to pay on the Amount to Charge field of your form. To my understanding, someone submits your form once and they are being charged twice on Paypal? Does this happen to your customers before or just one customer for an instance? I hope you don't mind us asking for those particular submission ID's where they have been charged twice but only submitted once. We will wait for you kind response so we may further help you. Thank you.

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    Answered by ltaleagues on May 27, 2015 at 12:35 PM
    I have had the same thing happen.  It has only happened twice with hundreds of submissions and different forms. The customer is getting charged twice but only one submission.  They do however have different transaction ID# on paypal. If we can get straighten out it would be appreciated.
    4/19 ID:305303470752767723
    5/26 ID: 308486818645591130
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    Answered by Sammy on May 27, 2015 at 01:52 PM

    Could you inquire if the customer received any errors during submissions, this might have resulted in them assuming the data didn't go through and tried resubmitting ore refreshing the browser window causing the same data to be submitted.


    What forms are the ID you provided tied to, id like to create a duplicate of the form so I can test thoroughly on my side and try to recreate the issue.


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    Answered by ltaleagues on May 27, 2015 at 03:24 PM

    The forms associated with the id are as follows:


    I have contacted one of the customers to see if they received an error or had to refresh the form. The on from 5/26 had to refresh.

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    Answered by Sammy on May 27, 2015 at 04:35 PM

    I have tested the first form but my data goes through without creating duplicates,


    The refreshing of the form might have caused the data to be resubmitted as a new entry to the PayPal page.

    Could you try removing the captcha for both and testing the form to see if the issue reappears.

    Keep me posted on the outcome.

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    Answered by ltaleagues on May 27, 2015 at 06:56 PM

    Will do, thank you.