Incomplete payments: does the "Complete submission" button process payments?

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    adea
    Asked on November 29, 2017 at 04:59 PM

    I realized yesterday that one of our submissions was listed in the 'incomplete payments section.  The submission was dated 11/24.  I went ahead and selected the option to complete the pending submission.  It seemed to work because it send out the confirmation letters and added the entry to the submission report.  However, I went into PayPal and never saw the payment come through.  I looked again today and still didn't see it.  It was then I checked the confirmation info and found that the Payer Info was not listed on the submission confirmation.  The Payer Info also listed the transaction ID and total amount.  

    So I guess my question is does the 'complete payment or submission' option really work?

  • Profile Image
    BDAVID
    Answered on November 29, 2017 at 09:12 PM

    Please referring to note on this guide: https://www.jotform.com/help/135-How-to-View-Incomplete-Payments 

    "NOTE: Completing a submission will NOT process any payment as there was no payment information to begin with. The system will simply treat this as a regular submission so it can be included on form reports, and that email alerts can be fired off as usual."

    Let us know if you have more questions.

  • Profile Image
    adea
    Answered on November 30, 2017 at 06:08 PM

    Thank you.