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 is an incomplete payment? If I hit complete payment, will that charge the customer twice?

    Asked by 20NAACP12Dayton on March 29, 2017 at 12:48 PM
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    JotForm Support

    Answered by david on March 29, 2017 at 02:46 PM

    If a user closes the browser or didn't settle the payment after being redirected to the Payment Page, this will be logged as an Incomplete Payments. It will only be posted as a valid submission if the user completed the Payment and was able to completely process the transaction.

    Payment can also be marked incomplete even if the payment was complete, this is usually caused by IPN not being enabled in PayPal:

    https://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal

    Completing incomplete submissions will not charge the user, regardless of if the payment was accepted or not.  Completing incomplete submissions will only trigger emails and place the data in with the rest of the form data.  No payments are processed when completing incomplete submissions.