I completed the payment but donation is still not received.

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    Asked on June 24, 2017 at 01:25 PM

    We are a small non-profit and I created a donation form to use on our website. It is supposed to be deposited in our PayPal account. When checking in to do something I saw we had an incomplete payment ( I have no recollection being notified of the payment) for $1,000. I quickly completed the transaction but it must have been more than the 30 day time limit. We did not receive the donation - Where did it go? What to I say to the donor when trying to explain this? I just found another donation of $10 that I had to complete. Again did not receive any notification of the donation.


    I don't mind having to accept the payment but I NEED TO BE NOTIFIED!  how do I do this without having to go to your website every day to check.?

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    Answered on June 24, 2017 at 03:25 PM


    Unfortunately completing the payment from the "Incomplete Payments" page will not process the payment. It will just move the payment from incomplete payments to your form's submission page. 

    Please note that when your users submit form, they are redirected to PayPal checkout page. If they do not settle payments, those submissions are marked as incomplete submissions. You may like to take a look at the following guide for more information on incomplete payments:  https://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    Can you please check your PayPal account and see if you have receive those payments successfully but the submissions still ended up as incomplete payments? If you have received payments in PayPal account that means the IPN of your PayPal account is disabled. You will have to ensure IPN in your PayPal account is enabled and the following guide should help you:  https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account 

    We will wait for your response.

    Thank you!

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    Answered on June 25, 2017 at 01:43 PM
    Here is what I have in IPN section of PayPal. I don't see anything wrong but then I am not sure of what I should be looking for.

    I did check the PayPal history and they are not in the activity list. I just checked my PayPal account and the donation I made did not go through either. I had made a coupe just days apart , one with our old form and then again with the new one. I must have not paid enough attention to the date when I assumed the button was working properly.

    I love the forms I can do with your product but until I can be positive that we are receiving our donations I will be taking the donation one off line.

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    Answered on June 25, 2017 at 02:11 PM

    There are two different notifications that happen when you receive a payment through your form. First, the email notification that is sent by Paypal when you have actually received a payment. The second is the email notification coming from your form after a completed submission with payment.

    So if you did not receive any notification from Paypal, most likely, you did not receive a payment at all. This means that the what you have in your incomplete payments list are actually abandoned submissions. Completing these will not push a payment submission to your PayPal account, this will only mark your submission as a consideration that it was submitted (regardless of whether there was an actual payment made or not but will be marked as paid on JotForm's end)

    On a different note, when I click the link to the form on your page (the PayPal button), it directly goes to PayPal, and not to the form. 

    If you have additional questions please let us know.


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    Answered on June 25, 2017 at 02:43 PM
    I had already changed the button back to our old form since that one works. I don’t like it but it gets us the $$
    I will keep playing with this and see if I can get it working.
    Mary Aho
    HAS Treasurer