Can I receive a notification if a donation/payment attempt fails on a Jotform?

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    Asked on August 09, 2017 at 10:53 PM

    Can I set up a form to notify me if someone tried to make a purchase or donation, and their payment attempt failed? My forms are currently linked to my Braintree Payments account, but my question would be relevant even if we changed processors.

    There are times when people attempt to donate or pay for an event and when it fails due to any variety of reasons, they give up. I'd like to be able to get in contact with them to help them process it again.

    Thank you,

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    Answered on August 10, 2017 at 03:08 AM

    Hello Mendel,

    I did check your last edited form and you seems to have added "BrainTree" payment tool. Please note that braintree payment tool requires credit card details to be added in form and the payment is processed as soon as the form is submitted. If there is any problem, the form will not be submitted. 

    Since the failed payments are not being captured, it is currently not possible to track or send notification for failed payments. 

    I would suggest you to add one checkbox for user to select if they have difficulty in making payment. If its selected, you can add a condition to hide the payment tool and then user will be able to submit form without payment. Please take a look at the following cloned form and see if this works as expected:

    Feel free to clone this form for a closer look. The following guide should help you in form cloning:

    Thank you!

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    Answered on August 10, 2017 at 04:13 PM

    Thank you for your reply. The form you sent is our form.

    Are there any payment tools that jotform would notify us if the form didn't submit properly?

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    Answered on August 10, 2017 at 05:29 PM

    It can be achieved by using PayPal standard integration. If the payment is not completed in any case, you may receive a notification by enabling the option 'Pending Payment email' option in the payment field settings. Please refer to the guide below that can help you with this.

    Hope this information helps!