Customer used form but I didnt get it

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    BaitMeTreats
    Asked on March 22, 2011 at 11:33 AM

    A wholesale customer used our form for use with Paypal - it took her to Paypal and I received notice she paid and her order was listed - however - I didnt receive the Jotform and it isnt showing as being placed in my submissions.

     

    Please advise,

     

    Lynn

    Bait Me treats

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    liyam
    Answered on March 22, 2011 at 01:22 PM

    Hello Lynn,

    I will submit this matter to our development team and let them look into this.

    Thank you or your patience.

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    aytekin
    Answered on March 22, 2011 at 04:17 PM

    Click on Pending Submissions button on the Submissions page for this PayPal form. If you find that pending submission, click on the Complete button to get emails sent and included in the Submissions page. 

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    BaitMeTreats
    Answered on March 22, 2011 at 05:57 PM

    nothing is there at all not even past submissions

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    BaitMeTreats
    Answered on March 22, 2011 at 06:00 PM

    ok now i found it and fwd to myself but i never received it nor was it stuck in pending-land.

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    BaitMeTreats
    Answered on March 22, 2011 at 08:06 PM

    OK I am now not receiving ANY form submissions from ANY of our forms even tho payments are arriving via paypal as if they were PLEASE HELP! Thank you

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    BaitMeTreats
    Answered on March 22, 2011 at 08:12 PM

    The forms seem to appear here but no longer being emailed to us

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    liyam
    Answered on March 23, 2011 at 02:53 AM

    Hello,

    So here's what's happening, please correct me if I'm wrong:

    1. An order has been placed.
    2. Payment has been made. And you have confirmed receipt of the payment in Paypal.
    3. If you check your form, there is no pending submission.  You received a submission, but no email.

    If this is correct please let us know. 

    Can you also do a test email to send to your email address info[at]baitmetreats.com? We'll wait for your response.

    Thanks.

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    fansoftech
    Answered on March 23, 2011 at 08:13 AM

    Ah, that's where they were... "pending submissions." Thanks @aytekin! Any way around this? We're using a form to capture conference registrations (with a payment through PayPal) but they still want to receive the submission regardless of whether or not a payment goes through.

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    belletristics
    Answered on March 23, 2011 at 09:13 AM

    I'm having the same issue: customer submits form and completes payment but I do not receive an email. When I check my JotForm account, their submission is NOT marked pending.

    Test emails go through fine. If I fill out the form and submit it on my site without completing PayPal payment, then go to my pending submissions and complete the submission, I DO receive emails. 

    I believe that something is going awry with sending the form submission email once a customer completes their payment through PayPal.

     

    Also, I am not able to foward a copy of the form submission to myself from the JotForm submissions area; nothing happens when I hit the "reply" or "forward" buttons.

    edited to add:

    I am still receiving form submission emails when customers fill out my forms that do not require payment, like my contact form.

    Thank you.

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    BaitMeTreats
    Answered on March 23, 2011 at 09:27 AM

    No mine are NOT in PENDING at all and dont appear in the SUBMISSIONS until later in the day and still no email is sent. I did test each one and that works fine.

     

    yes - your scenario is correct. A customer submits a form and get taken to PAYPAL and I receive notice from PP that an order has been placed however I never receive a notice from Jot Forms that the order was placed. Later in the day the order appears but not as PENDING.

     

    However - we also have forms for PO and in those cases I do not know an order was placed unless I look.

     

    Thank you.

     

    Lynn

    Bait Me treats

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    liyam
    Answered on March 23, 2011 at 09:51 AM

    Thank you for this information, belletristics and Lynn.  I will have someone look into this matter.

    @fansoftech: Unfortunately, it is not possible to receive an email if there was a paypal request.  Alternatively, what you can do is have an optional conditional radio button field where it will hide the paypal form field if the user does not wish to pay via paypal.  This way, it will complete the submission without them requiring to make payment.  Aside from this, it will mark as a pending submission until the payment has been completed.

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    ALDHAmembership
    Answered on March 23, 2011 at 10:12 AM

    Having the same issue here as Bait Me Treats. Please let us know.

    Test email goes through fine.

    Customer uses paypal nothing comes through. Last notification email received was at 10:47pm on 3/22. The submissions since then did not come through. Checked spam nada thing.

    Wuzup?

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    liyam
    Answered on March 23, 2011 at 10:23 AM

    Hello ALDHAmembership,

    Thank you for the additional information.

    I have submitted a ticket to our development team to look into this matter.

    Thank you for your patience.

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    aytekin
    Answered on March 23, 2011 at 11:51 AM

    Yes, there seems to be a bug on our system with some of the PayPal forms not sending emails. We are currently investigating the issue. I will send you a response when we have it fixed. 

    This seems to be a problem only with the emails. So, you should be able to see the details of payments from the Submissions page. 

    Thanks for your patience.

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    aytekin
    Answered on March 23, 2011 at 12:28 PM

    We found this problem and fixed it now. It was caused by a code change we made for the recent Dropbox integration.

    You should receive your submission emails from now on. This bug only affected emails. So, you can see the previous submissions on your Submissions page. 

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    cupahr
    Answered on August 26, 2011 at 02:22 PM

    @JotFormSupport, above, you mentioned the following:

    "Unfortunately, it is not possible to receive an email if there was a paypal request.  Alternatively, what you can do is have an optional conditional radio button field where it will hide the paypal form field if the user does not wish to pay via paypal.  This way, it will complete the submission without them requiring to make payment.  Aside from this, it will mark as a pending submission until the payment has been completed."

    Can we work around this issue by using one of the other merchant providers, like Google Checkout? Or does this limitation on email submissions apply to all merchant accounts in JotForm?

    Many thanks!

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    NeilVicente
    Answered on August 27, 2011 at 01:08 AM

    @cupahr

    Sadly, there is no workaround to that. Pending submissions cannot trigger e-mail notifications for all kinds of payment integrations. The best thing to do is to check your submissions page regularly until this limitation is lifted in a future update.


    Neil