Pending payment confirmation email is now sent without payment being made

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    SheppertonVillageFair
    Asked on June 03, 2019 at 07:35 AM

    I have a form containing the PayPal widget. When people complete the form and they are sent to the PayPal screen, if they then do nothing (ie don't pay) after an hour or two I receive a "Pending Payment" email notification but the person filling in the form receives a Confirmation of Booking email. Have I set something up incorrectly?

    Plus, after a time that submission is not visible in the Inbox.

    Form: https://form.jotformeu.com/90983785508372

  • Profile Image
    Jed_C
    Answered on June 03, 2019 at 10:38 AM

    Pending email notification might have been enabled in your payment settings. To disable it, click on the wizard icon > Locate the Pending Payment Email option and set it to "No".

    1559572684The Easiest Online Form Builde

    I hope this helps. Let us know if you have any questions or if you need further assistance. 

  • Profile Image
    SheppertonVillageFair
    Answered on June 04, 2019 at 07:39 AM

    Hello Jed

    Thanks for replying so swiftly - I was hoping you had discovered the reason but sadly the Pending Payment Email was set to "No". These are the Gateway settings and it is still happening:

    1559648378Gateway.JPG

  • Profile Image
    Jed_C
    Answered on June 04, 2019 at 08:34 AM

    It seems that you'll have to deleted the incomplete payments for them to not receive pending email notification.

    To view your incomplete payments, please check this guide https://www.jotform.com/help/135-How-to-View-Incomplete-Payments.

    Kindly try removing them from your incomplete payments list and see if they are still receiving notification.

    Looking forward for your response. 

  • Profile Image
    SheppertonVillageFair
    Answered on June 04, 2019 at 09:42 AM

    Thanks, Jed. I have deleted them.

    However, I still don't understand why the confirmation email is being sent. On the incomplete submission screen it says they sit there until the payment gateway confirms, but in practice after an hour or so the emails are sent anyway. 

    Do I need to react within the hour each time? Could be a hassle. 

    I will create an incomplete order now and see what happens.

  • Profile Image
    Welvin
    Answered on June 04, 2019 at 10:50 AM

    The incomplete payment is automated based on abandoned payments. If payments are made, no incomplete payment email should be sent, only the regular emails. If incomplete payment is disabled, it should not send any email. 

    It's likely a glitch in the form itself. Please do the following if the issue persists in the form:

    1. Download the submissions, and uploads if present.

    https://www.jotform.com/help/356-How-to-Download-the-Submission-Files

    https://www.jotform.com/help/73-How-to-Download-Form-Submissions-as-Excel-CSV-PDF

    2. Delete Paypal.

    3. Reload the form builder.

    4. Add Paypal again

    If the issue persists after doing the above steps, please update us here so we can create a ticket for you.