Form payments and incomplete payments

  • Profile Image
    EaaAdmin
    Asked on January 30, 2018 at 07:55 AM

    Form name: 2018 EAA Sponsorships

    1. I have 2 payments with irregular outcomes. 1) Payment by Jon Doyle on  1/28/2018 shows a payment type as PayPal but the sponsorship options: products and sponsorship option: payer info are blank and I have confirmed I do not have a PayPal payment. Did this person just select PayPal and literally not press submit to process the form? I just want to make sure I understand what triggers this so I can explain it to my customers.

    - Did the user select PayPal in the form and not press submit?
        2) The same thing with a customer Todd Ford on 1/27/18. He has the sponsorship option: produts but the payer info field is blank. Also, no payment in PayPal.


    My second question is on the incomplete payment section on my view submissions page. Although I read through the callouts on the right side of the page I do not quite understand what is happening to cause this. Does this actually mean the user is pressing submit on the form and entering the paypal payment flow, but exiting before they submit the paypal payment?  If so, do I simply ask them to resubmit the form and ensure they follow through or is there a way for them to come back to the form and complete the payment given you have a complete option?


    Thank you,

    David Pfahl


  • Profile Image
    Adrian
    Answered on January 30, 2018 at 10:26 AM

    It looks like you didn't enable IPN on your form. That is why your forms are showing empty information on payment method and products. I highly suggest you Enable IPN.

    Help Article: How to Enable IPN on your Paypal Account

    1. I have 2 payments with irregular outcomes. 1) Payment by Jon Doyle on  1/28/2018 shows a payment type as PayPal but the sponsorship options: products and sponsorship option: payer info are blank and I have confirmed I do not have a PayPal payment. Did this person just select PayPal and literally not press submit to process the form? I just want to make sure I understand what triggers this so I can explain it to my customers.

    - Did the user select PayPal in the form and not press submit?

    I just made a test submission. I selected PayPal as the payment method and left the product field blank. This is what this user must have done. It does not redirect you to the payment page if no product is selected.

    You should make that field and maybe other fields required in your form.

        2) The same thing with a customer Todd Ford on 1/27/18. He has the sponsorship option: produts but the payer info field is blank. Also, no payment in PayPal.

    I am not sure why this user is appearing here if you don't see a payment in your PayPal account. Maybe you have clicked Complete Submission in the Incomplete Payments.

    My second question is on the incomplete payment section on my view submissions page. Although I read through the callouts on the right side of the page I do not quite understand what is happening to cause this. Does this actually mean the user is pressing submit on the form and entering the paypal payment flow, but exiting before they submit the paypal payment?  If so, do I simply ask them to resubmit the form and ensure they follow through or is there a way for them to come back to the form and complete the payment given you have a complete option?

    Incomplete Payment is triggered when a person submitting to your form didn't send or settle the payment after redirected to the Payment gateway, for example, Paypal Payment Page.

    I highly suggest you read these help articles:

    How to View Incomplete Payments

    Paypal Incomplete Payments FAQ

    How to Setup Incomplete Payment Notification Email


    Let us know if you have further questions.

  • Profile Image
    EaaAdmin
    Answered on January 30, 2018 at 11:43 AM
    If I don't have in enabled, why are the other ones going through. I'll enabled ipn.
    Thank you
    David Pfahl
    Director, IT /Program Support
    Elkhorn Athletic Association
    ...
  • Profile Image
    Adrian
    Answered on January 30, 2018 at 12:19 PM

    I would also suggest setting the Required option to ON for the last two fields in your form.

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