Braintree: Payments were received but not the submissions

  • Profile Image
    runtoexile
    Asked on January 22, 2018 at 02:39 PM

    Using Braintree as a payment processor doesn't give you the option to look at incomplete payments. However, I can see in my Braintree transaction list that they were all processed. I'm now up to five processed payments without any trace in my submissions. 

    Here's the form: https://form.jotform.com/72836174318966

    1516649242jotformscreen.png

  • Profile Image
    EltonCris
    Answered on January 22, 2018 at 02:53 PM

    You're right. There's no incomplete payment list. Sorry about that.

    Anyway, I have escalated this to our developers so they can further investigate. We will let you know once we have updates.

  • Profile Image
    EltonCris
    Answered on January 22, 2018 at 03:02 PM

    Update: I was able to reproduce the problem in Sandbox Mode. I received the payment but without the submission.

    I think it might have something to do with the blank thank you page after submitting the form. I have added this to the bug ticket. We will let you know as soon as this is fixed.

  • Profile Image
    runtoexile
    Answered on January 22, 2018 at 03:04 PM

    There's also the issue of double submissions. I just tested the form myself and had two go through (without using a credit card). 

    I then used my own credit card and after submitting, it gets stuck at a blank screen with this url: https://submit.jotformpro.com/submit/72836174318966/ Refreshing this url gets you the "incomplete values" notification. 

    http://runtoexile.com/thanks is the thank you page. It shouldn't be blank.

    This kind of stuff is the issue. Jotform is good, but it's not $40/month good. 



  • Profile Image
    Rose
    Answered on January 23, 2018 at 02:28 AM

    We are sorry for this inconvenience.

    I cloned the aforementioned form to your account and tested it with a real credit card. All the problems are fixed. The form is directed to thank you page after a successful form submission and transaction details are shown on submission page.

    1516692475Screen Shot 2018-01-23 at 10.3

    Please note that I deleted the cloned form from your account. Thank you in advance for your understanding and cooperation.

  • Profile Image
    runtoexile
    Answered on January 23, 2018 at 12:00 PM

    Thanks for fixing. How can I find the five submissions that weren't recorded?

  • Profile Image
    EltonCris
    Answered on January 23, 2018 at 12:27 PM

    You can try to recover them in your email history through the autoresponders sent to your customers since there no notifications configured in your form. This is the only way I know so far but my colleagues might have something to add if they know any.