- DanBlumAsked on April 05, 2018 at 08:51 PM
Today we got our normal 2 emails that are generated for each submission for a customer . . . who didn't submit today. The customer, whose email we got today, did the submit 3 days ago on Monday April 2. (On Monday, the emails were correctly sent and had correct data inserted.) Everything in Monday’s 2 emails appeared correct, including the Paypal express data for the successful paypal payment they made. In the extraneous email today, the fields reflected what was submitted on Monday except (perhaps to be expected?) the paypal transaction data appeared as it would have if the paypal payment had failed. (Not sure if it's related, but there were no "incomplete payments" today shown for our form.)
Is it possible you guys had some hiccup today and some submittals from the past were reactivated and sent through the email engine? I know it's a cliché, but we didn't change anything on our end.
For your information, the form ID for what we got today is: 3983499490511865752
The form ID for the Monday April 2 submission is: 3985255770518851854
The “Camper Name” for both is Parker Williams.
I have simplified my story above in that there were actually 6 instances of the above. Adding to the story, they all came between 11:45 and 11:46 AM today. (We normally get no more that 3 or 4 submission in a day.)
- JotForm SupportKiranAnswered on April 06, 2018 at 12:39 AM
I see what you mean. Generally, the payment information is not displayed and the email notifications will be sent only when they are likely to be submitted from the Incomplete submission. Since you mention that there are 6 instances today, I believe they must be submitted from the incomplete submissions. Does anyone else have the access to your account or were the forms shared with other user? If so, could you check if they completed the submissions from the Incomplete submission section of the form?
- DanBlumAnswered on April 06, 2018 at 09:19 AM
Thanks for the quick response. I did further investigation and found each of the other emails situations had other peculiarities and didn't have the earlier submittal that I thought.
Relative to the one I described above, no one in our operation completed an incomplete payment . I further offer the following points to counter your theory:
1. Why did the original and the extraneous have different form ID's? I've not handled many incomplete payments to know for certain, but wouldn't the two have the SAME ID? And, why would we have 2 submittals showing and their respective emails? Why are there two submittals at all? The customer claims she didn't do the extraneous submittal.
2. The original submittal shows that the PayPal Express widget completed successfully...there is a PayPal transaction ID showing in the submittal substantiating that. Wouldn't that counter your thought that the original entered the incomplete payment state? PayPal not completing is the only reason we've seen for having incomplete payments. Are there other reasons? If so, we'd benefit by knowing these. In testing, on several occasions I've started a form and then abandoned it without submitting it, and that doesn't result in a incomplete payment. I've only gotten incomplete payments after doing the Jotform form submit, AND proceeding to PayPal AND then not completing the PayPal transaction.
Perhaps there is some function that I'm not aware of that allows a customer to restart a previously submitted form in some manner? ...and that gets a new form ID?
We will manually "handle" the anomalies that we saw...and hope they don't recur. Since seeing these unusual emails that all occurred at 11:45 or 11:46, we've received other submittals that all seem perfectly correct (including some test submittals that I did as I was doing problem determination). So, we will proceed for now hoping we don't see this again. (That is usually a bad choice in the programming world, but if the problem returns, maybe we'll see other symptoms that lead us to the cause.)
- JotForm DevelopergizemAnswered on April 06, 2018 at 11:20 AM
As far as I see, somehow, it just seems you got 2 submissions by the same person. It should not possible for one submission even if it was the incomplete submission.
But, we thank you for your understanding.
If the issue still persists, please do not hesitate to contact us anytime.