Submissions received without PayPal payment.

  • Profile Image
    Asked on October 26, 2017 at 06:05 PM

    I have received 3 submissions from one person who used this form on October 11th.

    The submission were all one after the other...and the same amount.


    However, we only see ONE payment that corresponds to an actual PayPal payment.

    These don't appear in the incomplete submission folder/files/transactions.

    Can you explain how it got in to this report; yet two of the submissions not on Paypal?



  • Profile Image
    Answered on October 27, 2017 at 12:39 AM

    It is possible that there is a problem on the user's internet browser. To prevent this from happening again, please add a Captcha field to your form. Here's a guide:

    Could you please provide the submission ID of the duplicate submission so we can further check it? 

    To view the submissions, please follow this guide:

  • Profile Image
    Answered on October 27, 2017 at 12:43 PM
    Hi, Thanks for the response.
    However, it is not exactly a “duplicate” submission as much as it looks like the customer filled in the form 3 times in similar fashion, but then only was charged by PayPal one time. But what’s weird is that the customer showed up on the regular submission form/report NOT the incomplete submission report.
    So they probably bailed out at some point, but then why did it go on this regular report?
    Here are the 3 submission ID:
    All happened on 2017-10-11 at
    13:59:51 and
    Thanks for your help.
  • Profile Image
    Answered on October 27, 2017 at 02:06 PM

    Thank you for the feedback.

    Just to update you, we have done further analysis on the issue and I would like to escalate it to our Level 2 team for further analysis. They will investigate and post a response here on this thread.

  • Profile Image
    Answered on October 30, 2017 at 09:20 AM

    I'm sorry for the trouble caused to you. 

    I did check your form's submission data and found that the two submission did not have value in field "Total Remittance" which is PayPal payment tool. Since it did not have the value, the form was submitted normally without being redirected to PayPal checkout page. That is the reason why those submission did not end up in "Incomplete Payments" section. 

    I am not sure what caused your PayPal payment tool to be blank as it is getting the amount from form calculation widget which will always include "1" as processing feel. Looks like that the Javascript of user's browser was disabled disabled or there was some code conflict between the form scripts and the other scripts available in your webpage where the form is embedded.

    Here are my suggestions:

    #1. Please make your Paypal payment tool a required field. Please check the screenshot below how to make a form field as required field:


    #2. Embed your form using its iFrame embed code which will rule out any code conflict. The following guide should help you how to grab your form's iFrame embed code:  

    After you make the above changes, I would suggest you to monitor your submissions and get back to us if the issue persists.

  • Profile Image
    Answered on October 30, 2017 at 02:43 PM
    Thank you for your response and advice.
    I will look in to this change.
    However, regarding the advice for iFrame embed code, it looks like there should be a link, but it is blank.
    Can you take a look at this and forward appropriate link?
    Thanks again for your help.
  • Profile Image
    Answered on October 30, 2017 at 02:52 PM

    Our sincere apologies for the above.

    Kindly find the link below on how to embed your form to your website using Iframe.