- Nikki WeglarzAsked on November 21, 2016 at 01:10 PM
I have had a customer payment post 4 times now in the past 2 weeks when its only supposed to be posted 1 time.
Please call me at 317.752.5682Page URL:
- JotForm SupportMike_GAnswered on November 21, 2016 at 02:29 PM
I would like to apologize, unfortunately, we do not have a phone support and the best way to contact us is here in the support forum. We will be glad to help you with your concern, however, we may need more information.
May we know the form you're having issues with and can you further explain what you mean with what you've mentioned about a customer payment being already posted 4 times, please? I have checked the website you've included in your post and have not seen any forms from Jotform embedded in it. Also, the email address you've used is not associated with any accounts here in Jotform.
Kindly provide us more details regarding your issue so we can proceed with helping you. We will wait for your response.
- Nikki WeglarzAnswered on November 21, 2016 at 02:44 PMThe email address the account it under is email@example.com
A customer paid an invoice online on Friday 11/11 in the amount of 155.00 that came through, then on 11/13 payment from him posted again twice and then again this Sunday 11/20 it posted his payment again. I was in touch with our credit card processing company and the website company and it seems as though they say it is a glitch in jot form that the customers card keeps getting charged, when he is not entering it on his end or we are not entering on our end.
Please let me know what else you need.
- JotForm SupportMike_GAnswered on November 21, 2016 at 04:56 PM
Apologies for any inconvenience. I'm afraid a form will not be submitted without it being actually submitted or submit button is being clicked. However, there may be instances where the respondent of your form returns to the submission URL to resubmit the form.
I would suggest you contact that specific customer and ask him if he made those other payments.
I also suggest you set up "Unique Submissions" to your form and select "Strict Check".
Please refer to the guide below to know how to set it up.
This will help you to prevent getting the same submission from the same respondent. You can also try to set up form limits base on a unique question: https://www.jotform.com/help/223-How-to-set-Form-Limits-Based-on-a-Unique-Question
You can run an IP address check to the submissions you mentioned. You can view your form respondent's IP address through the submission page.
Then, you can try to look up the IP addresses online to check if the locations are just the same.
I hope this helps. Let us know if you need any further assistance. Thank you.