- thesunmagazineAsked on June 15, 2015 at 03:49 PM
The form linked below is set up to sell tickets at $40 per person plus an additional variable amount in donations. We are seeing several incorrect form submissions, however:
Some come through with 1 ticket and no donation, which should be $40, as a $0 order.
One other came through with 2 tickets and a $20 donation, which should have been $100, as a $20 order.
How can I prevent these errors? The form itself is a direct link, not embedded. I chatted briefly with someone who suggested I mark the Amount Due field as required, which I have done, but we have since then received another $0 order. It was also suggested that the Amount Due field isn't updating quickly enough on certain very old browsers.
Limitations: We have a limited number of tickets to sell, and people can purchase multiple tickets per form submission. I used the Inventory widget to control this. I used the Calculate Fields widget to add the ticket prices and the variable donation amount to generate an Amount Due that is sent to PayPal for the transaction. I can't take this form offline to make a fix, either, since we sent the link out in an e-mail.
As far as I can tell the calculation fields are working correctly. 14 out of 20 responses so far have been correct. But 6 out of 20 have errored in some way.
- JotForm SupportjonathanAnswered on June 15, 2015 at 05:05 PM
it could be causing problem to some end-users who might have tried editing the payment multiple times, but the saved cache on the browser was conflicting with the Calculation.
Disable the autofill feature and observe further if the issue still persist.
Hope this help. Let us know if not resolved.
- thesunmagazineAnswered on June 15, 2015 at 05:09 PM
Thank you Jonathan, I have disabled the Autofill and will report back in the morning.
- JotForm SupportjonathanAnswered on June 15, 2015 at 05:10 PM
Please don't hesitate to contact us again anytime for any assistance needed.
- thesunmagazineAnswered on June 15, 2015 at 08:57 PM
Sad to say we are still seeing $0 forms being submitted after disabling Autofill.
- CharlieAnswered on June 16, 2015 at 02:31 AM
I've checked your submissions and I see there are blank total field in them.
May I know if the form is embedded on a website? If it is, could you share us the web page link, it's possible that there might be a code conflict between your website and the form. You could try using the iFrame embed code instead.
We'll wait for your response.
- thesunmagazineAnswered on June 16, 2015 at 07:52 AM
As I said in my original post, the form is NOT embedded. We are linking to the JotForm URL from a web page and an e-mail message. The majority of submissions are being processed as expected, but about 25% of them have blank totals. I can't reproduce the error in my own testing. As far as I can tell, the calculation works as expected.
How can I fix this form, or failing that, is there another way to achieve the same result by building the form another way?
- CharlieAnswered on June 16, 2015 at 09:42 AM
Please accept my apologies, I might have incorrectly read the first post you have.
I'm testing my cloned form but I was unable to replicate the problem. It seems like it's more related to the browser or device being used by the end user.
I've tried testing it on Chrome latest version, Mozilla Firefox latest version and IE 11. I'm unable to replicate it there.
I've also tested it on an Android mobile device but I was also unable to replicate the problem.
Would it be possible to ask the users to what device and browser they are using for us to narrow down the cause of the problem?
We'll wait for your response.
- CharlieAnswered on June 16, 2015 at 10:00 AM
We were making some test submission that accidentally processed/completed 7 of your incomplete payments. We deeply apologize for the inconvenience as we are also making some test submissions in our end to replicate the problem. To avoid confusion to which submissions were actually paid, please cross match it with your Paypal transactions.
Again, apologies for the trouble that this might have caused you.
Regarding the problem, we are continuously trying to replicate the problem in our end.
- thesunmagazineAnswered on June 16, 2015 at 10:09 AM
I am able to reproduce this error on an iPad 2 running iOS 8.3 like so:
1. Load the form in Safari.
2. Enter a number of tickets. DO NOT CLICK OUTSIDE THE TICKET FIELD.
3. Click "Proceed to Checkout"
A $0 order for any number of tickets will be placed.
To avoid interfering with any more of our incomplete payments, please restrict any further testing to your cloned version of the form if at all possible. Your accident has made an already frustrating experience even more time consuming.
- CharlieAnswered on June 16, 2015 at 10:45 AM
I'm really sorry about the inconvenience done with the incomplete payments.
I've tested the cloned form with restriction to your submissions, and I was able to replicate it on iOS 8.3. However, it works with iOS 7. It seems like the Form Calculation widget is not fetching the value or not performing the calculation when the Inventory widget is filled out, but it seems specific to iOS 8.3, I will noted in my report to further test on older iOS versions.
Here's a screenshot of my test submissions, this is separate from your account.
I'll forward this immediately to our developers to have it fixed. Again, apologies for the inconvenience. We will update you as soon as we hear any news regarding this problem.
- thesunmagazineAnswered on June 16, 2015 at 10:52 AM
Assuming this will not be resolved in the next few hours, is there any other way to accomplish what we're trying to accomplish with this form?
- JotForm Support ManagerJeanetteAnswered on June 16, 2015 at 11:52 AM
First of all, we are truly sorry for all the frustration this has caused to you.
The issue has been already escalated to our devs.
At the moment there is no way around to prevent this problem which seems to be specific to iOS 8.3
I've assigned this ticket with a very urgent priority, hopefully it will be fixed soon.