PayPal Express: Cannot set email notification alerts for pending payments

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    Holidea
    Asked on January 16, 2018 at 04:25 AM

    Hi,

    i can't find how to set again on the pending payment email alerts

    could you help me ?

    Thanks

  • Profile Image
    Adrian
    Answered on January 16, 2018 at 05:00 AM

    It looks like the Pending Payment Email option is not available for the Payment Integration that you used (PayPal Express).

    I believe you have followed the steps in this guide:

    How to Setup Incomplete Payment Notification Email


    I will make a request to our developers to put the option for Pending Payment Email to PayPal Express as well and we will let you know if this gets implemented.


    In the meantime, you can view the Incomplete Payments for your form in the Submissions page.

    How to View Incomplete Payments


    Let us know if you have further questions.

  • Profile Image
    NeilVicente
    Answered on January 16, 2018 at 06:59 AM

    Pending Payment Email option is now available for PayPal Express integration.

    Cheers!

  • Profile Image
    Holidea
    Answered on January 31, 2018 at 03:05 AM

    Hi, thank you, wonderful, now i receive the pending payment emails .
    Just i want to tell you thath with PayPal Express integration i receive the Pending Payment email  also when the payment is done. 
    Not a problem for me, i prefere receive it for a double check thath before, but if someone want to send an automatic reply email to the client thath not pay is not possible

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    Adrian
    Answered on January 31, 2018 at 05:29 AM

    Hi, thank you, wonderful, now i receive the pending payment emails .

    Glad you are able to receive the pending payment emails now.

    Just i want to tell you thath with PayPal Express integration i receive the Pending Payment email  also when the payment is done. 

    Are you saying that you are receiving the Pending Payment email also when the user completes the payment? Can you please clarify this for us?

    but if someone want to send an automatic reply email to the client thath not pay is not possible

    The Notification email is sent when the user completes the payment. Let us know if you mean something else.


    Thank you.

  • Profile Image
    Holidea
    Answered on January 31, 2018 at 06:45 AM

    Yes my friend, i'm saying that i'm receiving the Pending Payment email also when the user completes the payment.
    No problem for me but...
    One more question, is possible, in the form, to set a specific email address to receive the Pending Payment email, so i can set an automatic response to invite the customer to complete the payment? 
    Thanks for your good job

  • Profile Image
    Adrian
    Answered on January 31, 2018 at 07:56 AM

    Yes my friend, i'm saying that i'm receiving the Pending Payment email also when the user completes the payment.

    You should receive a Pending Payment email if the user didn't complete the payment and another email when the user completes the payment. The second email should be different from the first one.

    One more question, is possible, in the form, to set a specific email address to receive the Pending Payment email, so i can set an automatic response to invite the customer to complete the payment? 

    If you have set the Pending Payment Email option to Notifiers & Autoresponders, an email will be sent to both, you and the person filling the form.

    Help Article: How to Setup Incomplete Payment Notification Email


    Let us know if you need further assistance.

  • Profile Image
    Holidea
    Answered on February 01, 2018 at 02:51 AM

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    i think thath screenshot make me explain better

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    ashwin_d
    Answered on February 01, 2018 at 05:29 AM

    If I understand your question correctly, you want to trigger specific email alert incase of pending payment. Is that correct?

    Please note that the auto-responder email alert you have set, same will be triggered for pending payment. It is currently not possible to conditionally trigger email alert just for pending payment. 

  • Profile Image
    Holidea
    Answered on February 03, 2018 at 06:18 AM

    so,

    -when the pending payment is on, I receive 2 emails from Jotform, one of confirming compilation and the other one of pending payment, plus an email from PayPal telling me that the customer has paid.

    -If the customer does not pay, I receive only 1 email from Jotform of pending Payment.

    is this the correct operativity of pending payment function?

    i ask thath because i use it before with PayPal standard and the Pending Payment email is sent only when the client dont make payment, 

    Now, with PayPal express, i receive the Pending Payment email also when client comlete payment process.


  • Profile Image
    Jed_C
    Answered on February 03, 2018 at 08:23 AM

    Thanks for the clarification. We will test this further and let you know via this thread. The notification should only be triggered when payment is not completed. In your case, you said that it still triggers whether the payment is successful or not.

  • Profile Image
    Jed_C
    Answered on February 03, 2018 at 08:55 AM

    I've tried this with Pending Payments option enabled, but I didn't received any notification. Can you please confirm if this happens if you create a test form? Create a sample product and submit the form but don't complete the payment. I'm thinking that this could be isolated to one form only.

    Let us know how it goes.