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    Can't find responses

    Asked by Tyboone on January 07, 2017 at 03:47 PM

    I had a customer complete a form yesterday and make payment via jotform. I have received her payment but I don't have her data... She says she completed the form

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    JotForm Support

    Answered by Kevin_G on January 07, 2017 at 10:31 PM

    I have checked some of your forms  and noticed you have some incomplete payments, please do note that this happens due to different reasons, your user closed the payment page without completing the payment, for connection issues the payment was not completed properly and did not reach the server. 

    You can see your incomplete payments by following this guide: How-to-view-incomplete-payments

    What I would suggest you is to enable the IPN option in your PayPal account, here's the guide: How-to-Enable-IPN-on-your-Paypal-Account

    You should also enable the Incomplete Payment Notification so you do not miss those incomplete payments: How-to-Setup-Incomplete-Payment-Notification-E-Mail

    Also, here is a guide with more info about incomplete payments in PayPal: Paypal-Incomplete-Payments-FAQ

    Once the payment has been properly completed then you will notice the payer info in the submissions page: 

    If the payment has not been completed as soon as the form was submitted then the products purchased will not display payer info, and only the products will be displayed: 

     

    Hope this helps.