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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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    Stripe Payment Module Doesnt Return to Form when Payment Declined

    Asked by stevetomkins on June 30, 2017 at 08:46 AM

    When a payment is declined, you are presented with this screen:

     

    When you click the 'go back' link, nothing happens.  You should be retunred to the form with all form details being maintained, but it does nothing.  I have tried in using the latest versions of Chrome, IE and Firefox on Windows 10, and the form using preview mode directly from Jotform (i.e. not embedded in a webpage of my own).

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    JotForm Support

    Answered by BJoanna on June 30, 2017 at 11:30 AM

    Please provide us ID of the form you have issues with. 

    I have tested this form http://www.jotformeu.com/form/71764150412348 and I successfully submitted the form. 

    Your form is set Test Mode. I have used Test Credit Card:

    - Credit Card Number: 4242424242424242

    - CVC : 123

    - Valid Expiration Date (later than the current date)

    I also noticed that you have tested your form is Preview mode. Please open your form in the new browser tab and test it again. 

    Let us know if you need further assistance. 

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    Answered by stevetomkins on June 30, 2017 at 12:31 PM

    The issue is not when the payment succeeds, it's when the payment is declined.  Please use test credit card number 4000000000000002 in order to test a declined status.

    I have tried it in a new browser tab, and although the go back button does return back to the form, all of the user data is not maintained, meaning they have to re-enter all of their details again.  The form data should be maintained on return.

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    JotForm Support

    Answered by Mike_G on June 30, 2017 at 02:00 PM

    Thank you for the clarifications, we appreciate it.

    We would like to apologize for any inconvenience. However, from what I know, the "Go back" link included in the warning message when a credit card is declined will always redirect back to the form with fresh (empty) fields. Once there is a payment attempt in the form, the form data is cleared.

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    Answered by stevetomkins on June 30, 2017 at 04:12 PM

    Thats not good.  I want to collect billing address details in the same form, which means the user has to enter in the details again if they accidentally type in a wrong credit card number.  All shopping cart facilities maintain these details, you can't expect users to have to re-enter everything again.  Surely you can change this and have them maintained?

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    JotForm Support

    Answered by jonathan on June 30, 2017 at 05:38 PM

    I think there is a misunderstanding on how the feature work. Allow me to explain it a bit more.

    A declined payment submission is also considered a completed submission of the form. If the users see the Thank You page or the payment screen, it means that they reached post submission of the form.

    When a submission is completed all field's values will be cleared already (this is a security feature of browsers). Form data should not remain on the browser for submitted/completed forms to prevent data getting stolen. (i.e. if another person uses the computer and browser there should be no data on the form from previous user)

    Even if you enable the Autofill feature of the form to save data locally, it will still be cleared once the form was successfully submitted.

     

    If you want to get the data for declined submissions, you can still get them in the Incomplete Payments Inbox in the form Submission panel.

    I hope this help. Let us know if you need further assistance.

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    Answered by stevetomkins on July 01, 2017 at 05:35 AM

    That is the issue, if you submit the form and a payment declined error is returned, the form should not be considered to have been submitted successfully.  The user doesn't see the Thank You page as a payment error screen is returned asking them to go back and correct the problem. 

    When i complete the form using a successful credit card number, I am directed to the thank you page and I get an email with the details to the address i specifiy in the form.  It is acceptable then to clear the form.  When a credit card declined status is returned, I do not get an email to the address I specify, which also indicates that the form doesn't consider this to have been a successful submission.  So it's not a case of going against the browsers security measures for successfully submitted form data, this simply isnt a successful submission case and should be treated as a form error that needs to be corrected without wiping all of the users data input.

    If a required field has missing data in the form and I click Submit, it will generate an error asking me to fill in the required field, it wont clear all of the form data at that point.  This is no different, it cannot be a successful form submission if the payment doesnt return successfully.

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    JotForm Support

    Answered by Kevin_G on July 01, 2017 at 02:39 PM

    Apologies for the inconveniences this may have caused to you. 

    I understand what you are referring to; however, I can see you have already an open ticket about this (form clearing up on payment error). 

    The ticket has been opened on this thread: https://www.jotform.com/answers/1184642 

    I can see the ticket has been already assigned to one of our developers, please do note that we will accept on that thread as soon as possible.