Payments not complete to PayPal

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    Asked on January 04, 2017 at 07:42 PM

    We use your service to process donations linked to PayPal. Two transactions since 12/16 have not gone through to PayPal. Other transactions on your site are listed as "Pending" but I believe they have gone through to PayPal. Please assist right away, and reassure me that your service is reliable.

    Rob Godfrey 

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    Answered on January 05, 2017 at 02:01 AM

    I have checked and last two submissions of your form do not have total amount which means that amount was not passed to payment field and that your users were not redirected to PayPal once the form was submitted. 

    This is happening because calculation inside of your form is not set correctly. As you can see on this screenshot total is not calculated. 

    Currently total will be calculated only if donations inside of all fields are selected. This is happening because you did not assigned calculation values to your dropdown donation fields. Inside of this guide you can find how to do it: 

    Take note: For the dropdown field, it always has a blank/empty option, therefore, you must leave or place zero as the first calculation value.

    You need to assign values to all of your dropdown fields. 

    Here is my demo form: 

    Feel free to test it and clone it

    I also saw that you have three incomplete payments. Incomplete payment usually means that someone decided to not pay upon submitting the payment form. More about incomplete payments you can find inside of this guides: 

    How to view incomplete payments

    Paypal Incomplete Payments FAQ

    Hope this will help. Let us know if you need further assistance. 

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    Answered on January 05, 2017 at 01:45 PM
    So do I contact the donors and tell them to resubmit? Do their original transactions then dissappear? Or can I manually complete the transactions?
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    Answered on January 05, 2017 at 03:29 PM

    Submissions with empty totals were not forwarded to PayPal, so you should ask those donors to resubmit.

    If submission payment was received, but submission is still listed under incomplete payments, you can complete that submission manually in order to move it to the completed submissions (see this guide).

    Also, to properly receive the status of complete/incomplete submission, please make sure that IPN is enabled within your PayPal account settings (see this guide).

    You cannot manually process payments for incomplete submissions.