Why payments made online not showing on my PayPal account?

  • Profile Image
    Ronaldos
    Asked on October 10, 2017 at 08:14 AM

    Hi, my client says that the payments made on line on his website doesn't show up in his PayPal account. He can see that 6 people have ordered and paid online, but no money has gone into this PayPal account.


    I can see inside his Jotform account that is says "5 incomplete Payments", and that it says "We process the submission (i.e. send emails, add to submissions page) only after we receive  a notification  from the payment gateway."


    Why haven't you gotten this notification? And how can we set it up so you do?


    Thanks.

    Bjarne O. 


    REMEMBER TO SEND ANSWER TO ME: bjarneoworks@gmail.com

  • Profile Image
    Mike_G
    Answered on October 10, 2017 at 09:52 AM

    We would like to apologize for any inconvenience.

    The Incomplete Payments Wizard on your form submissions page lists all the submission attempts that payments were not completely processed. A good example would be is "a respondent submitted the form but did not finish processing the payment after being redirected to PayPal".

    The note on the right that states, "We process the submission (i.e. send emails, add to submissions page) only after we receive a notification from the payment gateway.", refers to the submission data and notification emails in your form. It means that we will not add the submission as a completed submission on the submission page or the email notification/autoresponder set up in your form will not be sent until we receive the notification from PayPal (payment gateway) that the payment was completely processed.

    If you want to still receive email notifications even with an incomplete payment, you can enable the "Pending Payment Email" option from the integration — How-to-Setup-Incomplete-Payment-Notification-Email

    Here are guides related to Incomplete Payments that you may use as references:

    How-to-View-Incomplete-Payments

    Paypal-Incomplete-Payments-FAQ

    If you have other questions regarding this, please feel free to contact us again anytime.