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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Why are the submissions not completing after payment has been made?

    Asked by samwilloughby on December 19, 2012 at 09:35 AM

    Exhibitors are completing our BabyExpo contract form and it is taking them to paypal where they are making their payment.  However after this it is putting them into 'incomplete payments' and not finishing the submission.  Please could you let me know how I fixhttp://www.babyexpobabyshow.co.uk/exhibiting/babyexpo-contract-form-for-exhibitors/ this?

    Page URL:
    http://www.babyexpobabyshow.co.uk/exhibiting/babyexpo-contract-form-fo<br/>r-exhibitors/

  • Profile Image
    JotForm Support

    Answered by jonathan on December 19, 2012 at 10:00 AM

    Hi,

    Please confirm if you are referring to this form http://www.jotformpro.com/form/23312283828958

    I checked this form's submissions, I cannot find any submissions that have succesfull payments on them yet. I also noticed the the payment field is not a required field, -- the form can be completed without any payment transactions being processed.

    Please check and update us. 

    Thanks.

  • Profile Image

    Answered by samwilloughby on December 19, 2012 at 10:05 AM

    We have 6 successful payments but all the forms are sitting in Incomplete Payments.  All the payments have been processed and are in our paypal account.  Normally the form completes once payment has been made and we are informed.  At the moment it just looks like they haven't paid when they have.

  • Profile Image
    JotForm Support

    Answered by jonathan on December 19, 2012 at 10:19 AM

    I am sorry, I am a bit confuse by your statement. Please bear with me if I seek clarification once more.

     

    "We have 6 successful payments but all the forms are sitting in Incomplete Payments."

    If the submissions are in the Incomplete Payment page, they are not successful payments. Can you please check again the form's submissions page, and see if you have the successful payments submissions there. Please mention here at least 2 Contact Name that did the payments succesfully.

    Thanks.

  • Profile Image

    Answered by samwilloughby on December 20, 2012 at 04:09 AM

    The forms are not showing in the submission page but as incomplete payments.  2 customers have both paid £90, Chrissy Noble Usborne Books and Leila Erin-Robinson Brighton Baby Showers but their forms are still in incomplete payments. 

    Thanks

  • Profile Image
    JotForm Support

    Answered by NeilVicente on December 20, 2012 at 07:33 AM

    @samwilloughby

    The problem may have something to do with your Paypal account's IPN settings. Paypal needs to know our IPN URL so it can notify our servers whenever a payment is succesfully made. If it fails to notify our servers about the transaction or if the user does not complete the payment, the submission is dumped onto the Incomplete Payments folder on your form's submissions page.

     

    Kindly view this checklist in order to set up IPN properly. Our IPN address is https://www.jotform.com/ipns/paypal.php

    Please do get back to us if the problem persists for succeeding payments.