JotForm show Thank You page though payment was not completed successfully

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    glandoreghyc
    Asked on February 01, 2013 at 06:47 AM

    I have two instances where a form has been completed but the form was empty, from the Statcounter IP trace i can see that the form was submitted and then returned as if there was a good payment.

     

    But no payments were made

     

    please see screen shots of Statcounter activity from teh specific IP

     

    I have another screen shot but not aware of how to upload more than one

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    jefreylandicho
    Answered on February 01, 2013 at 07:34 AM

    Hi

    The incomplete payment entries in your form's submissions page are actually caused by user's abandonment of the Paypal payment page. There is no clarity issue on the payment process nor a programming issue on our end.

    Those people plainly and simply did not go through with the payment.

    Hope this post answers your questions.

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    glandoreghyc
    Answered on February 01, 2013 at 07:42 AM

    OK, But if they do not complete the payment why is the Thank You return URL being used

     

    John

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    jefreylandicho
    Answered on February 01, 2013 at 09:39 AM

    Have you set the condition were your thank you page will only activate if the condition is met? You can "Skip to a page" and set a condition

    Condition can be set in a page the look like below

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    EduardoMendez
    Answered on February 01, 2013 at 11:09 AM

    As explained above, when a user does not complete the payment, the information would not be sent as a submission.  In fact, you can find those incomplete payments on your submissions page:

    ---------------------------------------------------------

    How to View Pending Submissions Last Update: December 4, 2012 

     

    If a user closes the browser or didn't settle the payment after being redirected to the Payment Page, this will be logged as a Pending Submission. It will only be posted as a valid submission if the user completed the Payment and was able to completely process the transaction.

     

    To view the Pending submission please do the following:

    1. Goto My Forms page.

    2. Select your Form and click the Submissions menu above.

    3. On the form's submissions page, you will see an Incomplete Payments button just below the title of your form.

    4. Clicking the Incomplete Payments link will open the list of pending submissions on your form. You may choose to either Delete, view Details of, or Complete this submission.

    Note: Completing a submissions will NOT process any payment as there was no payment information to begin with. The system will simply treat this as a regular submission so it can be included on form reports, and that email alerts can be fired off as usual.

    -----------------------------------------------------------------------------------------------------

    As per why the Thank You URL was used, I do not know what would have caused that.  Strange indeed.

    Have you received the payment for the submission in question?

    Also, do you see the incomplete submission by following the guide above?

    These steps will give us better understanding as to what happened.

    Please let us know!

     

     

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    glandoreghyc
    Answered on February 01, 2013 at 12:26 PM

    Hello, Yes received an email with an empty Fom submission, and i believe i found the incomplete payments item by tracing the IP address, AS per the Screen shot of stat Counter above this cluearly indicates that the form was submitted.

     

    Although the form i received via email was empty the form in the Incomplet PAyments section has data contained within it..... i am assuming that the user had an issue with PAyPal.

     

    If you look at the screen shot 6 line from the bottom you will see the instance i am referring to. it has a submit link with a number attached. then the next page is the success page but there was no payment

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    glandoreghyc
    Answered on February 01, 2013 at 12:27 PM

    jefrey,

     

    ref you suggestion that i use the Condition option that will nto work for the situation i have. 

     

    I cannot find any way to set a condition based on a goof or bad completion from PayPal.

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    EduardoMendez
    Answered on February 01, 2013 at 12:50 PM

    @glandoreqhyc

    That seems to be a very rare and strange occurance! 

    My suggestion would be to contact the person that tried submitting the payment.  Just to check in as a follow up to see if they run into problems with the process in the Paypal page.  

    Their input may give us more light as to what prompted the e-mail.

    Meanwhile, I am testing to see if I can reproduce the issue.  So far I have not been able to.  I will let you know as soon as I have any breakthroughs.

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    glandoreghyc
    Answered on February 01, 2013 at 06:33 PM

    I have been in contact with the individual concerned( I spoke to them personally) and their records are reported as part of this thread and they have been told that the issue is with the Merchant Account... i have been in touch with Paypal ans they say there are not error reports of any kind associatted with our Merchant Account.

    What is going on JotForm???

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    jonathan
    Answered on February 01, 2013 at 07:19 PM

    @glandoreghyc

    Hi, may I request more details on this.

    Please tell us which of your payment form this issue occurs (I was guessing the ISA Course Enrollment Form, but just need to be sure) -- and in that form, tell us which submissions have this issue (you mentioned 2). If we can establish that there is problem within the submissions, we can elevate this to our next level support to be reviewed further.

    To my understanding, if the issue is related to Merchant Account, the form will not be able to reflect that problem-- it simply will not be able to process the payment because the information on the paypal account itself have issue.

    Please update us.

    Thanks.

  • Profile Image
    glandoreghyc
    Answered on February 02, 2013 at 05:34 AM

    Firstly i need to send you another screen shot and i cannot figure out how to do this in a reply so i will issue a new post just with the screen shot, i hope that is OK. ( the screen shot is of the blank From i received at the time

    There are several instances of this from different users, but for the purposes of this post i will concentrate on one

    The IP Address of the submission that failed at PayPal stage, according to the person submitting the form was 46.7.244.177

    The UK time of the event was 11:25:46 assuming you Incomplete Payments clock is on EST then there is an submission there from the correct person at approx this time, but i cannot see the IP address although i had selected it.

    If you look at the intial post on this you will see the Statcounter screen shot of the IP in question givieng more details of the submit, including a number which must mean something to JotForm.

    Just a thought at the time there was quite a bit of traffic going throught this form is this issue volume related? as i have only had  1 or 2 similar events since the mad ruch yesterday morning?

     

    Thx

     

    John

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    jonathan
    Answered on February 02, 2013 at 09:10 AM

    Hi John,

    From what I understand in your latest response, you are refering to this submission

     

    I found these in your completed submissions, but it is all empty of data.

    Did you manually completed this submission from the incomplete payments? The only means for incomplete transactions to go to completed submissions is to do it manually.

    Will await your response.

    Thanks.

     

  • Profile Image
    glandoreghyc
    Answered on February 02, 2013 at 09:40 AM

    No i did not knowingly manually complete this submission

    The submission ID is differnt to that on teh StatCounter Screen shot or are you referring to totally different ID's here

     

    thx

     

    John

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    jonathan
    Answered on February 02, 2013 at 10:01 AM

    Well you are half right on that, in the My Forms/Submissions page, those numbers are under the column ID not "submission ID". Disregard the name I gave there. But similarly in your screen stat counter, it is not also clearly indicated as submission ID.

    If you are sure that you did not manually completed this submission, I also cannot trace any further how it ended up in your completed submissions data.

    I will have to elevate this to our next level support to further investigate, and perhaps they can help explain how it ended up in the completed transactions.

    You will be informed when updated info are available.

    Thanks.

  • Profile Image
    glandoreghyc
    Answered on February 02, 2013 at 10:46 AM

    Thank You,

     

    But i am also still puzzeld as to how i received teh bland Form as in the sceeen shot to the pther post ..... how did that happen.

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    jonathan
    Answered on February 02, 2013 at 10:50 AM

    You are referring to the emai notification.

    I believe when you manually complete incomplete submissions, it will also trigger the notification email -- but since you mentioned you did not on this one, I also cannot figured it out at this time.

    We will get the light of this from our next level support.

    Thanks.

  • Profile Image
    glandoreghyc
    Answered on February 02, 2013 at 11:00 AM

    Hello,

     

    I have several instances of the blank form arriving in my mail inbox

     

    I just reffered to this one isntance but there were several instances of the same prblem during yesterday morning, mostly between 07:00 and 14:00 GNT,

    This was not an isolated instance.

     

    Thank You for your continued support.

    Apart from this issue i have and continue to be very positive about the JotForm service

    and would continue to recomment your service.

     

    thx

     

    John

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    glandoreghyc
    Answered on February 03, 2013 at 04:05 PM

    Here is another instance of the same thing happening... i woudl like ot get to the bottom of this now please???

     

    There is a form submitted with teh name of Olden, from the submissions info it looks like a complete form, i did not get any confimration of payment from PayPal and i got a partially completed form emailed to me via the Notification...........

     

    The form is also listed under incomlete Payments and the IP at the time was 86.42.125.178. And similar to this instance Statcounter reports that after it left PayPal it was taken back to teh success page....

    Please jot form can we resolve this .

    Our creditbility with our customers is now beginning to take a hit..

     

    Thank You

  • Profile Image
    jonathan
    Answered on February 03, 2013 at 04:58 PM

    John, 

    You must be referring to this submission 

    I found this in your completed submissions page.

    I am sorry if I have to ask again -- did you manually completed this submission from the incomplete payment submissions?

    You mentioned this:

    "The form is also listed under incomlete Payments and the IP at the time was 86.42.125.178. "

    So, it was in the incomplete payments before, but I am seeing it now being in the completed submissions page.

    Please clarify us on this.

    Thanks.

  • Profile Image
    glandoreghyc
    Answered on February 03, 2013 at 06:19 PM

    No i did not complete the Form, and i have to say that i also noted that it was in the Completed section,

     

    All i did when i identified it in the Incomplete Payments was i looked at the detail and then cancelled out of that, but i have to say that when i did that i had already received the paritally completed form via email.

    Throughout the day i have been getting a small (less than 5) number of incomplete Forms. i sense there is a real issue here and i would appreiatte your help to resolve.

     

    Thank You 

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    jonathan
    Answered on February 03, 2013 at 06:35 PM

    Thank you for confirming my inquiry again.

    I did have escalated this to our next level support already for further checking. They will update us as soon as possible. Please wait for that.

    I apologize for any inconvinience this might be causing you, but please continue also being observant of your payments submissions, until we get response from our higher tier support.

    Thanks.

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    aytekin
    Answered on February 04, 2013 at 04:16 AM

    I am opening a bug ticket that we show the Thank You page even though the payment was not completed successfully.

    That's the problem, right? 

     

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    NeilVicente
    Answered on February 04, 2013 at 05:08 AM

    @glandoreghyc

    I was able to reproduce this issue by disabling JavaScript before loading the form, and turning it back on before submitting.

    This mimics a situation in which the form's JavaScript functions are having conflicts with other script codes. Is your form embedded on a webpage, by any chance? If so, can you please try to re-embed it using the iFrame option?

    Afterwards, kindly ask the users involved in this problem to try to submit your form again.

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    glandoreghyc
    Answered on February 04, 2013 at 05:20 AM

    I have just had another instance of the issue with three blank forms sent to me and if i look at the log there form is both the incomplete payments and in the completed, the IP address of the source is 112.200.36.123.

     

    Will do what you suggest do i need to change the form.jotform to www.jotform please.

    I cannot call the people using the form as i do not know who they are????

    John

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    glandoreghyc
    Answered on February 04, 2013 at 05:21 AM

    aytekin,

     

    Yes that is part of the issue

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    NeilVicente
    Answered on February 04, 2013 at 05:23 AM

    John,

    Sorry for not telling you that it was me who has sent those blank test submissions. My hunch is that the form is having script conflicts on your page.

    Can you please follow my suggestion of re-embedding the form using the iFrame embed option?

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    glandoreghyc
    Answered on February 04, 2013 at 05:29 AM

    Yes it is done now as you described.

    John

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    glandoreghyc
    Answered on February 04, 2013 at 06:12 AM

    Do you see any difference in performance please?

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    NeilVicente
    Answered on February 04, 2013 at 07:21 AM

    John,

    We cannot say whether there is a difference in performance or not. This is mostly an isolated event which is caused by a script conflict on the user's browser.

    Please ask your customer to re-submit the form so we may know if the solution offered helps or not.

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    glandoreghyc
    Answered on February 04, 2013 at 07:29 AM

    I have asked a couple who i have telphone numbers for but they have already sent in a manual submission..

     

    I will have to wait....

     

    John

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    jonathan
    Answered on February 04, 2013 at 08:28 AM

    John,

    Please update us of the results when available already.

    Thanks.

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    glandoreghyc
    Answered on February 04, 2013 at 11:29 AM

    Hello,

     

    Since the Embedded Code change to iFrame on that 1 Form no reported issues, I have had a couple from another form on the same site, so i will now change that to iFrame embedded code. I will let you now how it progresses.

     

    Thx

     

    John

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    NeilVicente
    Answered on February 04, 2013 at 11:46 AM

    Thank you for the update John. I'll mark this ticket 'Resolved' for now. Please do not hesitate to contact us again if the issue recurs.

    Best regards