Why are all of my submissions going to the incomplete payment folder?

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    Asked on January 07, 2018 at 12:27 PM

    Good Morning Jotform Family,

    There is an enormous amount of submissions landing in the incomplete payment folder. Can someone please take a look into this right away? I currently have 9 incomplete payments. What is my next course of action to correct this? I've been reaching out to them advising that they had a failed transaction. However, that number is increasing at alarming rates. Something must be wrong.

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    Answered on January 07, 2018 at 03:03 PM

    I checked the paypal payment field configuration on your form but I did not find any issue. The settings appears to be all correct.

    I also made a test submission to test the post submission payment and it was working as intended as well.

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    I was redirected to the paypal screen after submission of the form.

    1515355122zzz 2018-01-08 03.54.18.png

    Since I did not proceed with the actual payment anymore, my test submission should also end up in your form Incomplete Payment Inbox.

    I do see completed payment submissions existing on your form already. It just means that submission payments was working. 

    It is possible as well that those incomplete payments were actual incomplete/abandoned submission payments.

    You can also set the Incomplete payment Email alert on the payment field so that you will get alerted via your email even for those submissions that were incomplete.

    I hope this help. Let us know if issue persist.

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    Answered on January 08, 2018 at 01:39 PM

    Hi Jonathan,

    Thanks for taking the time to test my form. However, the issue seems to be the Guest option. Most of the submissions in the incomplete payment folder are failed guest attempts. Is there any way to check on this?

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    Answered on January 08, 2018 at 02:27 PM

    Unfortunately, we do not have control over the payment page of PayPal, our integration only redirects the users to the payment page and sends all the required data, if the payments are failing then there may be something on the PayPal account or payment info they are trying to use.

    I would also recommend you to enable the IP option on your PayPal account so avoid successful payments to be marked as incomplete: https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account 

    I hope this helps.