Credit card info was acepted but not showing as paid

Hi,

We have a donor who says she put her credit card information in on two submissions for Lilly Ratcliff and Delaney Ratcliff and both went trough to her knowledge, but they are not showing on our end. The donor is Paula Ratcliff, email plratcliff1954@gmail.com

We have receipt of her pledge form, but no payment information is on it. She will be calling her credit card company today to ask if they show the transactions. But, I ask you to look into this for us also. We don't want to discourage people from donating online. Please let us know at your earliest convenience if you can see the payment from her or how we remedy this issue.

Thank you,

Ashley

Cascade View Elementary PTA

When I check your submissions with this email address plratcliff1954@gmail.com, it seems your donors have filled out the form. However, there are no payments which belong to these donors. 

I would like to recommend you to confirm it on your "square" panel. The payment may have failed etc. But in summary, I would like to say that it doesn't appear any payments of these donors on the Jotform side. As you can see from the screenshot, there aren't any payer info such as transaction ID etc..