What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    What happens with an Incomplete Submission?

    Asked by OperationFriendship on January 17, 2017 at 07:55 PM

    I just noticed that I had 4 incomplete submissions on my forms. What does this mean, exactly? Does this mean that the user saved and didn't pay? Does it mean I need to push it through in order for PayPal to complete processing? If so, then why did other forms/payments just go through?

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    JotForm Support

    Answered by Chriistian on January 18, 2017 at 01:16 AM


    Incomplete payments are the payments that the user abandoned. User might abandoned or close the browser before they proceed to the Paypal's Checkout page.

    You can learn more about the incomplete payments in this guide: Paypal Incomplete Payments FAQ.

    If you have other questions, please let us know.

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    Answered by OperationFriendship on January 18, 2017 at 09:45 AM
    Oh, so then I should not have pushed the order through? It means the person
    didn't complete payment...So, should I delete the form and have the person
    re-do it and pay?
    In Friendship,
    Kristina Riley
    *Chairperson, Operation Friendship Indy North Chapter*
    mobile/WhatsApp: +*1-317-294-2315*
    Website: Operation Friendship: Indy North Chapter

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    Answered by KadeJM on January 18, 2017 at 11:05 AM

    Per our Incomplete Payments guide mentioned above about this " 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)".

    If you wish to attempt it again just contact (and delete the incompleted payment submission) the user and ask them to refill in the form and not to leave the form prematurely so that the submission has time to take them to the paypal gateway to finalize the transaction.