PayPal redirects to blank page once the payment was processed and 'Return To Merchant' is clicked

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    reado1957
    Asked on March 15, 2019 at 07:00 AM

    over the last few days I have made sales using 2 different jotform forms. If buyer elects to pay via PayPal, they have not been receiving confirming emails. I have tested this, and on other payment options the emails are sent normally. For the PayPal payment option, the ‘return to merchant’ button is not working correctly. It does reroute with a correct URL but the acknowledgement screen is only displayed if I refresh the page. My testing was done on IOS.

    This option has previously worked correctly.

    Two questions, a) can this be fixed and b) how can I set this up so return to merchant happens automatically.


    Thanks, Simon

    Screenshot
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    Victoria_K
    Answered on March 15, 2019 at 08:26 AM

    Hello Simon, I can suggest to check Auto Return settings within your PayPal account, we do not have control over it from our end. Please contact PayPal to check the Auto Return function, probably it is not enabled in your PayPal account settings:

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    reado1957
    Answered on March 15, 2019 at 09:43 AM
    Hi thanks for your reply. I have done as instructed and PayPal automatically reroutes. But with the same result, ie a blank screen is shown and my acknowledgement page is only displayed if I refresh the screen. I believe this is a jotform problem.
    Could you please help on this.
    Thanks
    Simon
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    Victoria_K
    Answered on March 15, 2019 at 10:05 AM

    Thank you for providing additional information. Unfortunately, I am not sure if there's something we can do about this from our side. But, I will escalate this to our developers for closer checking. 

    We will let you know here once we get an update.

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    reado1957
    Answered on March 15, 2019 at 10:43 AM
    Thanks Victoria, but PayPal said the same thing.
    If a jotform page doesn’t automatically open based on a URL presumably provided by the Jotform payment process, it seems reasonable to assume it’s a Jotform problem?
    And I guess it may be affecting a lot of jotform customers using PayPal, not just me?
    I would really appreciate an urgent resolution.
    Regards
    Simon
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    Victoria_K
    Answered on March 15, 2019 at 11:51 AM

    I am not sure if there are other similar reports from users, but our team will review this ticket to check if we can fix this. Unfortunately, I can not promise a time frame on when this is addressed, but as soon as we receive a response, we will post it here.

    Thank you!

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    reado1957
    Answered on April 02, 2019 at 05:54 AM

    As suggested, I also raised this problem with PayPal. Their testing confirmed my findings,  it they believe everything is correct at their end. Here is the text from their email

    Hello Simon,

    I can confirm you that the redirection seem to be happening correctly. We have the correct redirect URL for the given example and I was also able to see that the redirect URl was correctly passed by your form to our system and it appears correctly on our side.

    There is however 2 possibility that could explain the fact that your system does not send an email : 
    1 - The buyer quits the process during the redirection (once the payment completed, some people might think nothing else has to be done and do not wait the     1-3 seconds necessary to do the redirection)

    2 - The redirection page does not work properly.

    I can however confirm you that on the PayPal side, the buyer correctly landed on the payment page, paid and then was redirected to the correct page : 
    Redirect URL
    https://submit.jotformeu.com/complete.php?sid=4290002899106847323

    I invite you to see with jotform about the behaviour of their form  and specifically this page to understand the reason behind this behaviour.
    Please, do not hesitate to contact me again if you have any further question.

    Regards,

    Joaquim

    PayPal Merchant Technical Support Engineer 
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    Victoria_K
    Answered on April 02, 2019 at 07:38 AM

    Thank you for cooperation on this matter. I am forwarding additional information to our payments team. As soon as we receive an update for this, we will post it here to notify you.