Re "Incomplete Payments"--How to complete payment submission?

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    Asked on December 28, 2016 at 02:50 PM


    Recently I noticed 2 forms in the "Incomplete Payments" section. When I opened them up, I was able to verify both to complete the submission process. However, this did not initiate an actual Paypal payment, it only moved the forms from the "Incomplete Payments" category into the relevant folder the participants were signing up for. Is there a way for me/Jotform to initiate the payment from the site? I was going to contact the participants themselves, but realized this would not keep everything as clean as having it run through Jotform, like all the other folks who've signed up (particularly, it wouldn't create a recurring payment). Can you help with this?

    Thank you,


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    Answered on December 28, 2016 at 03:49 PM

    Hey Ember, the steps on completing Incomplete Payments highly depend whether you indeed received the actual payment in Paypal or not. So, the short answer to your question, "Is there a way for me/Jotform to initiate the payment from the site?" would be no, there isn't.

    We mentioned a note on this guide that completing Incomplete Payments on your Submission Page will NOT process any payment as there was no payment information to begin with. The system will simply treat this as a regular submission so it can be included on form reports, and that email alerts can be fired off as usual.

    Complete guide: Paypal-Incomplete-Payments-FAQ

    From the guide above, here are some snippets to better explain it:

    Completing submissions without payments

    Clicking the 'complete submission' button on the list of incomplete payment submissions will NOT process payments. It will simply trigger the post-submission actions and dump the data to the submissions list, as if it was paid for (but not really).

    Completing paid submissions

    IPN is crucial for JotForm to mark your submissions as completed if there was really a payment made. In the event that  Paypal IPN was disabled at the time of submission, you can still have them marked as completed by triggering the corresponding IPNs.

    Luckily, Paypal keeps a history of IPN messages sent/not sent by their server.

    Under the IPN Settings page, there is a link that says IPN History page. On that page, you can find the IPN messages that were not sent -- its status should be Disabled.

    Select the unsent IPNs then click Resend Selected. Doing so will allow JotForm to process the Incomplete Payments on our side (with valid payments) and finally mark them as completed.