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.

  • Profile Image

    Customer was charged three times for one PayPal submission.

    Asked by dros0120 on October 19, 2016 at 01:47 AM
    I was also contacted by a customer charged three times (also on 10/18) for one submission (both he and I got one confirmation and one submission shows in the records).
  • Profile Image
    JotForm Support

    Answered by Chriistian on October 19, 2016 at 02:15 AM

    May I ask which customer experienced this issue with being charged 3 times? I understand that only one submission shows in the submissions page, but the user still got charged three times. Did you enable your paypal IPN before you encountered this issue?

    Can you please send us a screenshot of the receipt or invoice for the three charges so we can investigate further? Visit your thread here: https://www.jotform.com/answers/964875 and follow this guide on How to add screenshots/images to questions to the support forum.

    I will wait for your response.
    Thank you.

  • Profile Image

    Answered by dros0120 on October 19, 2016 at 03:28 PM

  • Profile Image
    JotForm Support

    Answered by Chriistian on October 19, 2016 at 09:43 PM

    Thank you for the screenshot. I cloned your form and did some tests, but I was unable to replicate the issue. I did not get charged more than once in the paypal sandbox. It could be possible that your customer Eric Settles experienced an interruption with their internet connection, or they thought that the data didn't go through and tried resubmitting or refreshing the browser window again, causing the same data to be submitted as new entries to the Paypal page.

    If the data was submitted multiple times, you should have received multiple submissions as well. However, since you and the user only received one submission instead of 3, it is also possible that the issue occurred on Paypal's end. 

    To avoid the user from accidentally submitting the form multiple times, I would suggest adding a Captcha field on your form.

    I see that you have already refunded the customer's payment. Please keep us updated if in case you encounter the issue again. Thank you.

  • Profile Image

    Answered by dros0120 on October 20, 2016 at 03:15 PM

    Thank you for the assistance.