PayPal Form: customer submission is missing, even though the payment was successful.

Every so often I will have a customer submit a PayPal form, it will forward them to paypal, they'll make their payment, I'll receive their payment...however I never get there form submission info. how does this happen when I will have 20 other people fill out the same form fine?  Any help would be appreciated.

Thanks

Is this the form in question? https://www.jotform.us/form/82576264658167 

When a form that's integrated with PayPal is submitted, the submission lands in the "Incomplete payments" dashboard, if the payment is completed at PayPal checkout's page, then we get a notice in our serves, so the submission is automatically moved to the submissions page, and email alerts are fired off as usual.

I am assuming that due to an isolated glitch, the notification from PayPal did not reach our servers, however, there are no submissions in the incomplete payments dashboard for that form.

Could you please provide us the details of that payment, such as name, amount, transaction date and ID, and email address?

Yes I am aware of the incomplete submission part...we have had customers in the past not pay with Paypal and we had to explain we will not get their info until they do, I know you can go in there and see their submission but this was a way of ensuring they paid. The payment was for $60 from Jennifer Serwe (serwej@gmail.com) on November 15, 2018. Transcation ID is 2YN224007G609553C

Based on the pricing she submitted it would have had to come through this form:

https://form.jotform.com/83089174163158 

 I have checked the mail logs but I can't seem to find any submission using the user's email address serwej@gmail.com.

I have checked also your form and it has 0 submissions in it.

May we know if you have other forms that has PayPal integration in them?

May we also know the email address your user has used to fill up the form?

Thank you.