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  • Profile Image

    How do I handle the Incomplete Payments?

    Asked by Fluge on May 02, 2017 at 11:09 AM

    I have a small group of Incomplete payments, and I dont know if they are going to eventually go thru or if I need to contact the people about the payment.

     

  • Profile Image
    JotForm Support

    Answered by John_Benson on May 02, 2017 at 11:58 AM

    Yes, I suggest you to contact and ask them what happened about their submission and if they preferred other way of payments. Incomplete payments means the user stop or close the browser checkout page after clicking the Submit button. Please check this guide for more information: https://www.jotform.com/help/135-How-to-view-incomplete-payments

    Let us know if you have questions. Thank you.

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    Answered by Fluge on May 02, 2017 at 01:19 PM

    OK, so please tell me how to handle the Incomplete payment list. Please answer these questions for me:

    these questions pertain to just the incomplete payment screen:

    1. What happens when you hit the delete button?

    2. What happens when you hit the Complete Submission button?

    Then lets say I email them and ask them about their order and payment and they reply back with:

    1. Yes I am going to bring a check the day of the photo shoot, What button do I click?

    2. If they say Yes I am going to pay online tomorrow, Which button do I click?

     

    other hopefully non redundant questions:

    1. If I click the delete button does it just remove it from the incomplete payment screen but not from my submissions list?

    2. Is the list I have of submissions that are not on the incomplete payment screen, considered PAID SUBMISSIONS?

    3. Will they be able to go back online on another day and complete their payment without there being a duplicate order form?

    thank you for your help with this.

    Dennis

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    JotForm Support

    Answered by ashwin_d on May 02, 2017 at 01:45 PM

    Hello Fluge,

    Here are the answers to your questions:

    1. What happens when you hit the delete button?

    When you click on the "Delete" button of "Incomplete Submissions", it simply deletes the submission data from incomplete submissions and from our system.

     

    2. What happens when you hit the Complete Submission button?

    Clicking on the "Complete Submissions" button will just move the submission from the incomplete submissions to your form's submission page grid. Please note that it does not process the payment but just move it to the list of submissions.

     

    3. Yes I am going to bring a check the day of the photo shoot, What button do I click?

    If you want to allow users to pay by check or other payment method, you will have to provide that option in form so that user can select check option. You may like to take a look at the following guide which should help you add check payment options along with credit card payment:  https://www.jotform.com/help/120-How-to-Set-up-PayPal-Along-with-Other-Payment-Options 

     

    4. If they say Yes I am going to pay online tomorrow, Which button do I click?

    Please note that if they are going to pay by credit card, they need to make the payment when the form is submitted.

     

    5. If I click the delete button does it just remove it from the incomplete payment screen but not from my submissions list?

    I already answered this in question #1.

     

    2. Is the list I have of submissions that are not on the incomplete payment screen, considered PAID SUBMISSIONS?

    Yes only if you have not manually completed the submission by clicking on "Complete Submission" button and your payment question should be required to ensure that users select the product and make the payment.

     

    3. Will they be able to go back online on another day and complete their payment without there being a duplicate order form?

    If the payment is incomplete, you can allow users to submit the form again. Do you want to allow your users to edit the same submission again? Do get back to us and we will try explain you the options available.

     

    Hope this answers your query.

    Do get back to us if you have any questions.

    Thank you!

  • Profile Image

    Answered by Fluge on May 02, 2017 at 02:08 PM

    OK, One more thing.

    If I see that there name is on the incomplete payments page and I have also received a email notice of a paypal payment from the same person, how should I treat that? should I hit the complete submission button?

  • Profile Image
    JotForm Support

    Answered by ashwin_d on May 02, 2017 at 02:19 PM

    Hello Fluge,

    If you have received the payment successfully in your PayPal account but still the submission ended up as incomplete payments, it is safe to mark it a complete by clicking on the "Complete payment" button.

    The most likely cause of this issue is disabled IPN. You may like to check your PapPal account and ensure IPN is enabled. The following guide should help you how to enable IPN in paypal account:  https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account

    Thank you!