Paypal transaction data missing from Google Spreadsheet.

  • Profile Image
    KendalSnow
    Asked on February 11, 2018 at 10:11 AM

    Hi,


    See attached screenshot of submitted forms exported from the form. Since 11th Dec 17 this data is missing from spreadsheet and we have had double 2 bookings on 10th and 11th Feb 18!  We also have not had a form that was apparently submitted but we have the pay pal transaction receipt.

    Can you help us understand how this has happened as we don't know if this is going to happen again.


    John Bryers

  • Profile Image
    BDAVID
    Answered on February 11, 2018 at 12:48 PM

    Are you referring to the Google Spreadsheet integration? We have tried to push the missing data, but it failed. Simply remove the integration, and integrate back again: https://www.jotform.com/help/228-How-to-Integrate-Form-with-Google-Spreadsheet 

    All the data will be updated in the new spreadsheet.

  • Profile Image
    John Bryers 
    Answered on February 11, 2018 at 01:34 PM

    The screenshot was a download of the submissions.  How can I send you this export?  Or can you do this on our behalf? 

  • Profile Image
    BDAVID
    Answered on February 11, 2018 at 03:05 PM

    No screenshot was posted on this thread. Please open this thread in your browser, and then upload the image file: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum 

    Could you explain what the problem is? Is it related to submissions not being forwarded to Google Spreadsheet integration?

  • Profile Image
    Richie_P
    Answered on February 13, 2018 at 10:02 AM

    Can we have the submission ID's of those transactions that had failed, so we can check it out.

    Thank you.

  • Profile Image
    KendalSnow
    Answered on February 13, 2018 at 02:36 PM

    These submission ID's below have data missing in the 'Payer info' column as per screenshot attached when you 'View submissions' export into an excel spreadsheet.


    This may be a red herring as we have had 5 double bookings which no emails were sent yet we receive the paypal payment.


    These bookings were around the time we took up Bronze status, although I understand we also have charity status too?


    1518550035Screen Shot 2018-02-13 at 7.24

    3940198734012688487

    3937193790023026974

    3930557132427073227

    3929448900629843828

    3928082602617961634

    3926778965142202208

    3919428726458589919

    3916427177818145190

    3914907944916325533

    3913871193135381328

    3913843084561826619

  • Profile Image
    Richie_P
    Answered on February 13, 2018 at 03:03 PM

    You received a notification on submission ID :3937193790023026974

    39305571324270732273929448900629843828

    It seems, the integration is the problem because your submissions can be seen.

    Kindly re-integrate your form with your Google Spread sheet.

    Let us know how it goes.

  • Profile Image
    KendalSnow
    Answered on February 13, 2018 at 04:06 PM

    No it's not the problem.  I am aware of those submissions.  I have paypal transactions for 5 additional ones that did not produce a submission. How can this be so?  As I stated earlier the problem seems to be during the dates above which is coincidentally the same time the integration appears to have errors as above.

  • Profile Image
    BDAVID
    Answered on February 13, 2018 at 04:40 PM

    Whenever the PayPal form is submitted, the data is not immediately shown on your submissions report page, you will find it in the "Incomplete payments" dashboard, so when the user completes the payment at the PayPal checkout page, a notification is sent to our servers, and that submission is moved to the submissions report page, and all notifications get triggered. 

    However, it seems like the notifications of the successful payments for those submission did not reach our servers. Please check if those missing submission are found in your "Incomplete payments" dashboard, and complete them: 

    https://www.jotform.com/help/135-How-to-View-Incomplete-Payments  

  • Profile Image
    KendalSnow
    Answered on February 13, 2018 at 04:46 PM

    Thanks, I am aware of this dashboard. But the first paragraph in the guide states ...

    "If a user closes the browser or didn't settle the payment after being redirected to the Payment Page, this will be logged as an Incomplete Payment. It will only be posted as a valid submission if the user completed the payment and was able to completely process the transaction."

    However, I know the transactions for paypal were transacted as we have the payments.  As a result we had double bookings as someone else then booked the same date and time.


  • Profile Image
    Kevin_G
    Answered on February 13, 2018 at 06:22 PM

    If the payment ends up on the incomplete section then payer info will not show on the submission. If you're receiving successful payments as incomplete, please try enabling the IPN option on your PayPal account as explained on the following guide: https://www.jotform.com/help/276-How-to-Enable-IPN-on-your-Paypal-Account 

    The IPN option will help you to avoid those successfully completed payments to be marked as incomplete. 

    I hope this helps. 

  • Profile Image
    KendalSnow
    Answered on February 13, 2018 at 07:06 PM

    Thanks will check.  Does the dates offered in the dates widget become available for others to book?  Hence apparent double booking?

  • Profile Image
    Kevin_G
    Answered on February 13, 2018 at 08:31 PM

    Yes, if the submission is flagged as incomplete it will not discount the amount on the appointment slots widget, the amount will be available for anyone else who successfully submits the payment or submission does not end on the incomplete list, if you manually complete a submission it will discount the amount from the widget as well. 


  • Profile Image
    KendalSnow
    Answered on February 15, 2018 at 02:41 PM

    Is there any way I can get an email notification of the failure of paypal to send the IPN number back to jotform?

  • Profile Image
    Richie_P
    Answered on February 15, 2018 at 02:57 PM

    I'm not sure you can get that,maybe you can contact paypal about that.

    You can also setup an incomplete payment notifications on your account, so you can be notified when a payment failed.

    https://www.jotform.com/help/273-How-to-Setup-Incomplete-Payment-Notification-Email