Why do I receive Incomplete Payments?

  • Profile Image
    funmc
    Asked on December 07, 2017 at 02:25 AM
    Is there any reason why someone who chose PayPal would have incomplete payment? Is there any issue with how we set up PayPal on Jotform?
  • Profile Image
    Jim_R
    Answered on December 07, 2017 at 02:34 AM

    Is there any issue with how we set up PayPal on Jotform?

    No, there are no issue with the way you have setup your form with PayPal.

    Is there any reason why someone who chose PayPal would have incomplete payment?

    The problem lies with your users/respondents. To give a rough example of how this looks like from your user's perspective, here's how your form would work with PayPal integrated:

    1. User opens the form

    2. User fills it out

    3. User submits the form

    4. Then gets redirected to PayPal

    5. The important part - It's time for payment. If they end up closing PayPal, left the page, ignored the PayPal payment, or basically just didn't make any payment, then that submission will be tagged as an INCOMPLETE PAYMENT.

    Sadly, this part is beyond your (or our) control. It all boils down to the user, whether they will make a payment or not.

    Complete guide: How-to-view-incomplete-payments 

    The only alternative to ensure payment is to use a payment gateway that requires them to enter their payment details right on the form, prior to submission. Some good alternatives would be Stripe and Authorize.net, among many others.

    I also strongly recommend the other guides related to incomplete payments and IPN below.

    Related guides:

    Paypal-Incomplete-Payments-FAQ

    How-to-Enable-IPN-on-your-Paypal-Account