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

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  • #16
    We are also having this problem on our site. We have the latest version of Wordpress, Gravity Forms, and the C&P add-on plugins installed. Everything was working fine in C&P Test mode. When we switched to production mode, users started reporting error messages when they would submit their donation forms stating that the credit card could not be processed. They go back and fill it out again, and the result is duplicate charges and transactions in C&P. We emailed C&P support 4 days ago and have not heard back yet with a solution. Please help.

    Comment


    • #17
      Good day @fuzati-david

      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.
      Regards,
      Click & Pledge Support Department

      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

      Join us @ the educational webinars: https://clickandpledge.com/webinars/
      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

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      • #18
        Good day @fuzati-david

        We reviewed your instance and narrowed down the issue to your 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.

        Added a single line in "gravityforms-cnp.php " file

        ini_set("default_socket_timeout", 120);

        Please let us know if you still experience the issue.
        Last edited by CnP.Support; 04-24-2017, 02:05 PM.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #19
          Good morning CnP.Support.AM,

          We started testing the Gravity Forms donation form again hoping that the latest C&P plugin update fixed the duplicate donations issue. It did not, but we think we figured out why we are are getting duplicate donations. We noticed that many times when you first submit the form, it comes back with an error in the credit card block:

          Code:
          Error processing card transaction:
          Unknown error
          But the payment still gets processed, but the user would not know unless they checked their email inbox and saw the confirmation email. Hence the user resubmits the donation, and the second time, without changing any information, it goes through without any errors.

          Why does this happen?

          You can the form here: https://brfoodbank.org/donate-gf/

          Thank you!

          Comment


          • #20
            Good day @HOC0203

            After upgrading to latest plugin, have you added the below line in gravityforms-cnp.php " file?

            ini_set("default_socket_timeout", 120);

            If not please add the above line to the file and test it.

            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #21
              Thank you CnP.Support.AM, We made the default_socket_timeout change and we are testing the form.

              Comment


              • #22
                We also have a client who is having this issue. I've submitted a Click & Pledge support ticket with the WordPress login info and the SFTP info, but I wanted to write here so I could keep up to date on any potential fixes. Thanks a ton.

                Jonathan

                Comment


                • #23
                  Good day @wiredimpact

                  We have fixed that by adding "default socket timeout" in your instance.

                  Please test it and let us know if you find any issues.
                  Regards,
                  Click & Pledge Support Department

                  On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                  Join us @ the educational webinars: https://clickandpledge.com/webinars/
                  Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                  Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                  Comment


                  • #24
                    Thanks for getting back to us. Would you mind responding to our support ticket so we can ask some more specific questions? In particular, we need to know exactly what you changed so we can replicate it on the live site instead of the staging website.

                    Comment


                    • #25
                      Good day @wiredimpact

                      The issue is with your 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.

                      We have Added a single line in "gravityforms-cnp.php " file

                      ini_set("default_socket_timeout", 120);

                      Please let us know if you have any other questions.
                      Regards,
                      Click & Pledge Support Department

                      On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                      Join us @ the educational webinars: https://clickandpledge.com/webinars/
                      Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                      Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                      Comment


                      • #26
                        Thanks for outlining the details. This is somewhat alarming to us since you're saying it may take up to two minutes for your servers to respond. When we talked to our hosting company, WP Engine, about this they were very alarmed by that length of time. Is there any reason the response is so slow?

                        Also, are you 100% sure that this is what's causing the issue? If so, are you planning on adding that line of code directly into the plugin?

                        Comment


                        • #27
                          We have followed up on our support ticket several times but haven't heard back. Can you please respond to our questions here or through our support ticket from 5/23? Thanks.

                          Comment


                          • #28
                            Good day @wiredimpact

                            Sorry for the delay in the response.

                            Yes, we are 100% sure and in the next release the code will be included in the plugin.

                            In PHP default_socket_timeout is minimum 60 seconds but in your server its setup to 20 seconds only which was causing the issue.

                            Please let us know if you have any questions.
                            Regards,
                            Click & Pledge Support Department

                            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                            Join us @ the educational webinars: https://clickandpledge.com/webinars/
                            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                            Comment


                            • #29
                              Thanks for the response. Do you have an idea of when the next plugin update will be released so we can decide if we should make this change on the live website now or wait until then?

                              Comment


                              • #30
                                Good day @wiredimpact

                                Hopefully the update will be released in the 2nd week of this month.
                                Regards,
                                Click & Pledge Support Department

                                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                                Comment

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