Refund a purchase made through one of our forms

  • Profile Image
    onfj
    Asked on February 19, 2018 at 08:18 AM

    Good Morning!

    A purchase was made through our form that needs to be refunded.  How do I go about doing that and correcting the quantities we've sold?  

  • Profile Image
    Mike_G
    Answered on February 19, 2018 at 10:33 AM

    We would like to apologize for any inconvenience, however, the option to refund a transaction processed through a form submission is not available within your JotForm account or form.

    The option to refund will only be available from your payment vendor account.

    I have checked your account and I see that there is only one form that has submissions in it. I see that you are collecting payments on that form using PayPal Integration.

    https://www.paypal.com/us/selfhelp/article/how-do-i-issue-a-full-or-partial-refund-faq780

    I would suggest that you contact PayPal if you have any questions with regards to refunding a payment.

  • Profile Image
    onfj
    Answered on February 19, 2018 at 11:33 AM

    Thank you! There is a section that says "Incomplete Payments".  Does this mean that individuals filled out the form and didn't complete it or that the form of payment was declined? I have 7 and am not sure what to do with them.

  • Profile Image
    Mike_G
    Answered on February 19, 2018 at 12:12 PM

    The Incomplete Payment wizard that can be accessed on your form's submissions page shows the submissions where payments were not completely processed on the payment vendor's page (in your case, PayPal). It could be that your respondent's browser closed or they didn't settle the payment when they are redirected to the payment page to process the payment.

    To learn more about Incomplete Payments, please see these guides.

    How-to-View-Incomplete-Payments

    Paypal-Incomplete-Payments-FAQ

    If you have other questions or concerns, please feel free to let us know.