Missing orders with proof of payment using Square payment integration

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    Asked on September 20, 2017 at 03:08 PM

    We did a jotform for tshirt orders and after handing out all the shirts we found out several people did not get their tshirts that they ordered. They send us the proof of payment (Square receipt)  but we can not find their order anywhere on our spreadsheet or in any of our submissions. Can you please help us understand what happened? We are worried about doing more forms if we are going to continue to miss them.




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    Answered on September 20, 2017 at 03:53 PM

    We apologize for any inconvenience caused. If you review your form existing submission data, you can see that the submission payments via Square also generates the Transaction ID# for the payments.

    User guide: How to Search a Submission from the Submissions Page

    You can use the transaction id data to validate the proof of payment receipt presented by the respondents/users.

    Let us know if issue remains.

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    Answered on September 21, 2017 at 09:43 AM
    Ok, I found the submissions in searching for them but they did not make it
    into our Google sheet. That is where we were expecting to see them and they
    are not there. Should we not rely on Google sheets but use the downloadable
    Excel file? ​
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    Answered on September 21, 2017 at 11:22 AM

    Since your question is related to a different issue, I've moved it to another thread, we will assist you as soon as possible on the following thread: https://www.jotform.com/answers/1253810