Duplicate charges when a user submits a donation using Gravity Forms in Wordpress

[HOC0203]

We are seeing a lot of duplicate charges created when a user submits a donation using Gravity Forms in Wordpress, using the C&P plugin:

https://brfoodbank.org/donate/

Can you provide some guidance? Is there something specific we need to configure?

Thanks!

[CnP.Support.AM]

Good day @HOC0203

Please submit a support ticket at http://help.clickandpledge.com with FTP and admin login details as well as the website URL so we can review your entire configuration. Include the link to this post in the ticket for reference.

Please let us know when you have submitted the ticket. Do not post the requested information in this forum as this is a public forum.

[HOC0203]

I received a confirmation from Patrick at C&P Support that this information you requested and that we submitted has been passed on to you. Let us know if you need anything else. Note that we had to revert to using the C&P widget instead of the Gravity Form because donors were getting really upset being charged twice. The Gravity Form can now be seen here:

https://brfoodbank.org/donate-gf/

Thanks!

[CnP.Support.AM]

Good [email][email protected]HOC0203

Sorry for the delay in response. We try to access your instance with the details you have provided but unable to login. It seems those FTP details are not correct. Would you please recheck and let us know the correct login details through support ticket.

[kkosak]

Hi there,

I'm having the same issue. Would you mind providing insight on how to troubleshoot once you've pinpointed what is causing these double charges?

Thanks!

[CnP.Support.AM]

Good day @kkosak

You may want to submit a support ticket with the details of FTP as instructed above so that we can review your instance or may want to wait until we review HOC0203 instance and find out whats going on?

[kkosak]

I've submitted a support ticket, am waiting to hear back to provide credentials. Please keep me updated on what you find in this other instance.

[CnP.Support.AM]

Good day @kkosak

One of our developers reviewed your instance and found NO duplicate charges in your instance. Would you please share the couple of order numbers which charged double?

Regarding the recurring issue, we have fixed it in your instance. Please test it and let us know if you find any issues.

[kkosak]

Hi @CnP.Support.AM,

Saw your tests come through this morning and we've actually had three double donations since you ran the tests. Here are the order numbers:

Donor 1: 30158-1703230917134841649 and 30158-1703230917372381649
Donor 2: 30158-1703231008596496597 and 30158-1703231009446746597
Donor 3: 30158-1703231115538160829 and 30158-1703231117272670829

I've also been able to recreate the issue twice using the form. The screen shot attached is the error that appears below the credit card number despite the card being charged.

[CnP.Support.AM]

Good day @kkosak

We reviewed and found that those are not duplicate but have been processed the transaction twice. Please see the time difference of each transaction:

30158-1703230917134841649 and 30158-1703230917372381649 = 19 Seconds of difference:



30158-1703231008596496597 and 30158-1703231009446746597 = 40 Seconds of difference:


30158-1703231115538160829 and 30158-1703231117272670829 = 2 minutes and 21 seconds of difference:


Regarding the "Unknown error", we have narrowed down the issue to your WooCommerce server setting of timeout. We have increased your timeout from 20 seconds to 120 seconds. That is the default value for our own servers given authorization from a gateway may take time.

Default_Socket_Timeout

Please let us know if you still experience the issue.

[kkosak]

Hi @CnP.Support.AM,

I just updated the Gravity Form C&P plugin and it seems as though this timeout adjustment has reverted back to the default. Can you tell me where to update the timeout on the backend?

If this is something your team needs to do, please let me know as I've revoked the credentials provided previously.

Thanks!

[CnP.Support.AM]

Good day @kkosak

Yes, it would be great if you please resubmit the credentials so that one of our developers can review your instance.

[kkosak]

Hi @CnP.Support.AM,

Credentials have been sent. Please provide instructions to adjust the timeout setting in the future so we can resolve the issue immediately after a plugin update.

Thank you in advance.

[kkosak]

Hi @CnP.Support.AM,

I believe our developer was able to resolve, but could you confirm?

Thank you!

[CnP.Support.AM]

Good day @kkosak

We received the credentials but the FTP login details doesn't seems to be correct. We tried but unable to login. Would you please verify the credentials and let us know the correct one?