Incomplete payments: I do not receive all submissions.

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    Integrative_Nutrition
    Asked on February 23, 2018 at 09:57 PM

    I am not receiving all of the applications that are being submitted to me.  I have two that I know about but I am actually going to have to go and manually check my payments against that I have received which is a huge and time consuming pain in the butt.  This is not the first time this has happened and if it keeps happening, how can we use your service?

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    Victoria_K
    Answered on February 24, 2018 at 03:29 AM

    I do apologize for any inconvenience caused. 

    This issue must refer to incomplete payments submissions. 

    You can see them at your submissions page:

    1519460821JotForm · Submissions_ Member

    Please note, that 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.

    How-to-View-Incomplete-Payments

    Let us know if you need further assistance.

  • Profile Image
    Integrative_Nutrition
    Answered on February 24, 2018 at 11:43 AM
    Ok so if this happened to be the case, which it isn’t because I have received payment for them in PayPal, then a proper email notification is mandatory. We are trying to run a business and I’m not in Jotforms unless there seems to be a problem or I need to make a change. Having some message hidden in your website is unacceptable. This needs to changed.
    Health & Happiness,
    The CAIN Team
    www.integrativenutritionassociation.com
    ...
  • Profile Image
    Victoria_K
    Answered on February 24, 2018 at 12:39 PM

    I do apologize that I was misunderstood. 

    Actually, each submission on a PayPal-integrated form is initially considered an INCOMPLETE PAYMENT entry. JotForm uses the IPN message to determine whether a submission's payment is successful or not. 

    So, IPN is crucial for JotForm to mark your submissions as completed if there was really a payment made.

    As far as I understood you last reply, you have received the payments from incompleted submissions. So, I can suggest that the IPN option is not enabled at your PayPal account. 

    You can find IPN settings under your PayPal's Profile > Profile and Settings > My Selling Tools > Instant payment Notification.

    151949387708-31-2017-1504168340.png

    Please turn on the IPN at PayPal and do let us know if the issue persists afterwards.


  • Profile Image
    Integrative_Nutrition
    Answered on February 24, 2018 at 02:43 PM
    Okay except I am getting other submissions and payments.
    I had one submission that she did twice and it was never received.
    The other submission was received and I was not notified it was there so it sat for 3 weeks without my client being contacted.
    Both of these had successful payments. And all other submissions are working so I don’t think this is an issue with PayPal.
    This happened before if you look at my history.
    Health & Happiness,
    The CAIN Team
    www.integrativenutritionassociation.com
    ...
  • Profile Image
    liyam
    Answered on February 24, 2018 at 09:04 PM

    Thank you for the information, Integrative_Nutrition. As a measure, you can try first what Victoria_K recommends. If the problem persists right after, please let us know.

    Thanks.

  • Profile Image
    Integrative_Nutrition
    Answered on February 24, 2018 at 11:43 PM
    The issue I suppose is that I don’t know the problem persists because it only doesn’t work sometimes and then someone complains...
    Not very helpful....
    Health & Happiness,
    The CAIN Team
    www.integrativenutritionassociation.com
    ...
  • Profile Image
    liyam
    Answered on February 25, 2018 at 02:10 AM

    Hello again, Integrative_Nutrition.

    We understand that what you are raising is that the situation is intermittent, and that you are not being notified upon receipt of a submission.

    The solution that was previously provided by Victoria_K was an umbrella solution for cases where the payment submissions would not send a trigger to your pending submission when the setting is not enabled. So if you can only try the recommendation made, that would be great.

    In addition, a measure you can do is enabling the pending payment email alerts on your form. This way, once a submission is received, whether or not he continues to make the purchase, you will be notified via email of it. You can enable this by opening your Paypal field's account settings and click the gear icon

    1519541821paypal_-_settings.png

    Next, look for the Additional Gateway Settings and click to expand it

    1519542458additional_gateway_settings.pn

    Next, find the Pending Payment Email setting and enable it for Notifications

    1519541708paypal_-_pending_payment_email

    Feel free to let us know if you have other questions.

  • Profile Image
    Integrative_Nutrition
    Answered on March 14, 2018 at 09:43 PM
    Hi, so I have followed your instructions and nothing seems to be working for this form still.
    I am getting extremely frustrated as I am now also getting complaints AGAIN that the form can’t be submitted because the bottom of the form doesn’t show on my website. This is an issue that you have had to resolve a couple of times.
    I need this stuff fixed ASAP. Somebody please deal with these issues - this cannot keep happening.
    Leanne

    ...
  • Profile Image
    liyam
    Answered on March 15, 2018 at 02:16 AM

    Hello Leanne,

    I understand your frustration over this matter. But please take note that a problem raised has on its own way of being addressed to be resolved. And basically, the solution we provide does does not catch all problems that was raised. 

    As it appears that the problem you are raising referring to the capacity of the form being submitted is different compared to the case about email deliveries, I have moved your question on to a new thread.  We will respond to your last concern here on this link instead: https://www.jotform.com/answers/1415675

    Thanks for your patience and we apologize for this inconvenience.


  • Profile Image
    Integrative_Nutrition
    Answered on March 15, 2018 at 11:43 AM
    That’s fine but my forms are still not being emailed to me either and I depend on that or things fall through the cracks.
    There’s just a whole ton of problems with your forms.
    All of these things need to be resolved.
    Health & Happiness,
    The CAIN Team
    www.integrativenutritionassociation.com
    ...
  • Profile Image
    Kiran
    Answered on March 15, 2018 at 01:16 PM

    May we request you to provide us with the following information that you have not received the submission along with the form ID/URL?

    1. User name:

    2. User email:

    3. Date of the transaction/submission:

    4. Transaction number:

    5. Amount:

    6. Package chosen:

    7. Coupon applied (if any)

    This would help us to investigate the issue further and assist your accordingly. We are sorry for the trouble being caused.