PayPal payments submissions being marked as incomplete

  • Profile Image
    Region25
    Asked on June 13, 2017 at 10:54 AM

    I need to speak with someone. 

    We have submissions in the incomplete section that are also showing up with a notification yet we are not seeing payment.

    We have submissions in the incomplete section that are also showing up with a notification and are seeing a payment.

    We have a submission in the incomplete section with no notification and no payment.

     

    HOW DO I FIX EACH INCIDENT?

  • Profile Image
    david
    Answered on June 13, 2017 at 12:39 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.

    https://www.jotform.com/help/135-How-to-view-incomplete-payments

    Incomplete submissions do not trigger email notifications or autoresponders.  If the payment was complete but the submission was marked incomplete, you may need to enable IPN in PayPal:

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

    If you mark an incomplete submission as complete, it will trigger email notifications as normal.  This will not charge the user once again and will not charge users who did not pay.