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Duplicate charges when a user submits a donation using Gravity Forms

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  • Duplicate charges when a user submits a donation using Gravity Forms

    We recently saw a similar issue in our instance. I submitted a ticket about this via C&P support and they directed me to the developer's forum to submit the issue. I hope I'm in the right place. The ticket is Case #: 66990, Subject: Mysterious transactions. Someone purchased a membership on 10/9/18, and then 3 subsequent unintentional transactions took place on 10/10 and 10/11 without any human intervention. I have uploaded the screenshot here that I shared in the ticket, but here I've cropped out any identifying information about the customer. I have granted login access for C&P in our instance for 1 month. Can you investigate and let me know how and why these transactions were processed? Or can you tell me who to be in touch with to look into this further? Thanks!

  • #2
    Good day @[email protected]

    Sorry, but the image you shared is in PNG and this forum doesn't support it in full scale. Would you please share those order numbers here so that we can review it what's going on?

    Looking forward to hearing back from you.
    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/
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    • #3
      Sorry about the PNG file (though maybe they should update the note that includes png as an allowed filetype?). I'm uploading again as a JPG and here are the order numbers:
      37312-1810090919072162001 -- 10/9/2018 (Intentional original charge)
      37312-1810101048011222001 -- 10/10/2018 (unintentional charge)
      37312-1810110722110142001 -- 10/11/2018 (unintentional charge)
      37312-1810111238457682001 -- 10/11/2018 (unintentional charge)
      37312-1810111435553982001 -- 10/11/2018 (unintentional charge)

      I originally said there were 3 unintentional charges, but actually there were 4. Thanks!

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      • #4
        Good day @[email protected]

        This issue is not related to the original post of this thread. I will move this as a new thread because when you or we post the response, all users in this thread will be notified.

        Please see:

        Click image for larger version

Name:	Transactions.jpg
Views:	45
Size:	65.9 KB
ID:	42685
        As you can see in the above image, all of the transactions processed on the different dates as well as the minimum time difference is more than 2 hours. By seeing the above pattern of date and time, one can easily identify that someone has been processed this transaction and it is NOT automatically because, in case of duplicate transactions, there will be only 1 or 2 seconds of difference in the time.
        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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        • #5
          That makes sense. So you're saying someone manually made these charges? If it wasn't the original customer, could it be fraud? I don't want to be alarmist here but am trying to understand the situation. Is it possible the link remained active on the customer's browser and they accidentally clicked on it multiple times over the course of those two days? Can we see the IP address from whence the charges happened?

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          • #6
            Good day [email protected]

            Please see below:

            Click image for larger version

Name:	2018-10-16_11-14-43.jpg
Views:	42
Size:	66.2 KB
ID:	42710

            I hope the above helps. They were done in the span of 2 days and many hours apart. There are also 2 different IP's.

            Hope that helps.
            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


            • #7
              Thanks, this is helpful. I think this is all we can do regarding your support. From here, we'll discuss next steps regarding customer service for this end user. Thanks for your help!

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