PayPal integration: Ability to send an auto-responder to the users of incomplete payments with a link to complete the payment

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    lancemartin
    Asked on September 03, 2017 at 11:45 PM

    Hi, we've integrated PayPal Pro and and playing around worked out we get better conversion when we have a next page in the middle of the buying process.   (ie, a page break to divide the information being entered into steps)

     

    Page 1 is customer data, page 2 is a payment form.  Of course at this page people bounce away, which we'd call an abandoned cart. It'd be handy if we could collect the data from the first page to use as abandoned cart. Is it possible to set a condition or state to collect that data before the final submit button is hit.

     

    ALSO, related to this is abandoned carts when people do hit the submit button (for PayPal payments). They are collected in Submissions, but they can't be integrated via an API to our mail list. This is important data as when those people are mailed, they convert at a high rate. Is there a way of integrating that data (we use Mailchimp) 

    thanks

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    Chriistian
    Answered on September 04, 2017 at 04:53 AM

    Is it possible to set a condition or state to collect that data before the final submit button is hit?

    Basically, you will only receive submissions if the users submit your form by hitting the Submit button. However, if you want, you can try the Saving the Form and Continue Later feature where you will be able to receive the submission first on the first form. This requires using two forms. Here's the complete guide on: How to Save Forms and Continue Later.

     

    ALSO, related to this is abandoned carts when people do hit the submit button (for PayPal payments). They are collected in Submissions, but they can't be integrated via an API to our mail list. This is important data as when those people are mailed, they convert at a high rate. Is there a way of integrating that data (we use MailChimp) ?

    This is happening due to the "abandoned carts" you called. Since you are using PayPal integration on your form, the payment should be completed so that submissions will also be completed. Please note that submissions that are marked as Incomplete payments are not sent to MailChimp.

    To fix this, you need to require the users to fill out the PayPal payment field on your form. You can require the PayPal Payment field so that users will not skip it when submitting your form.

    For more info about PayPal incomplete payments, please refer to this guide: Paypal Incomplete Payments FAQ.

    To view PayPal Incomplete Payments, please refer also to this guide: How to View Incomplete Payments

    Let us know if you need further assistance.

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    lancemartin
    Answered on September 04, 2017 at 10:40 PM

    Thanks Christian. I am aware of both of those "solutions". The issue is that people abandon payments mid way for many reasons (distraction, can't find their credit card, forgot PayPal login, research) and intend to come back to it later. On other platforms it's possible to collect data for people that stop midway so they can be emailed and prompted to complete. (which a high percentage then do. It's valuable data) That's what we're trying to solve. 

    Obviously if everyone completed their order there'd be no issue. :) thanks for taking the time for a response. Clearly Jotform is currently not able to handle that part of the customer/buying journey.

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    John_Benson
    Answered on September 04, 2017 at 11:16 PM

    If you mean abandon payments mid way, is that after clicking the Submit button and get redirected to PayPal account? or just abandon the form while filling up and not yet clicking the Submit button?

    You can enable the Continue Forms Later function in the Form Settings pages. This function will automatically save the field values locally via local storage. In this way, the user will not lose any data if they accidentally close or refresh the browser. Keep in mind that they need to use the same browser and computer in order for the field values to be saved.

    Here's a guide: https://www.jotform.com/help/227-How-to-Enable-Auto-Fill-on-Forms

    I hope that helps. If you have questions, please contact us again.

  • Profile Image
    lancemartin
    Answered on September 05, 2017 at 12:47 AM

    thanks John, it's counter intuitive as customers 'abandon' carts by accident (distractions, lose track of time, etc) We've created a page break with Page 1 having customer data and page 2 being the payment form. It's on Page 2 when they see the payment form they 'abandon' (because they want to think about it more, get their credit card, recover their paypal account) Asking a customer to save at that point wouldn't work. A neat solution would be to save page 1 data in the background. Very useful and surprised it hasn't come up with JF before now.

    And yes, when people SUBMIT and go to PayPal, the data is saved in Jotform as incomplete payments. For reasons mentioned above, this is critical data. We currently collect that manually and email those customers a reminder to complete with high conversion. It'd be quite simple for Jotform to grab that data for their API to send to a mail platform (rather than us having to collect it manually) Again, very useful and surprised JF hasnt already had this flagged as an important feature in the past.

     

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    Kiran
    Answered on September 05, 2017 at 03:16 AM

    I understand that you want to send a notification to the users with a link to complete the payment for the users who didn't complete the payment on the form while submitting the form. Unfortunately, this feature is not available with JotForm. However, I am sending the thread to our backend team for evaluation. I cannot provide any ETA for the implementation of the feature at this moment. However, it there is any progress, you'll be posted here.

    Thank you!