Square: No payment receipt sent after successful payment

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    quentinloke
    Asked on February 11, 2020 at 12:25 AM

    I can cancel a subscription through the first option (through square up). But i can't seem to get jotform to produce the email with "cancel your subscription" link through option 2. Can you walk me through how to produce that email so the buyer can control their own cancellation of subscriptions



    This is a re-post of a comment on How do I work with Square Subscription and cancel it in Jotform?

  • Profile Image
    Kiran
    Answered on February 11, 2020 at 03:49 AM

    When a payment from your user has been received, the payment receipt confirmation email shall be sent automatically to the email address mentioned by the user on the form. The user or you may cancel the link from the email. You may try testing a form with minimal amount to receive the email with the subscription cancellation link. Please note that the emails shall not be sent for the transactions in test mode.

    Please give it a try and let us know if you need any further assistance. We will be happy to help. 

  • Profile Image
    quentinloke
    Answered on February 11, 2020 at 04:50 AM
    I tried that. But it doesn’t seem to work. It doesn’t have the link to cancel.
    Quentin
    ...
  • Profile Image
    Kiran
    Answered on February 11, 2020 at 06:24 AM

    Please check if the 'Send Payment Receipt' option is enabled in the 'Advanced Gateway settings' of Square payment wizard. 

    158142025911022020_160206.png

    Please try enabling this option and see if that works. If the issue still persists, please share the form URL that you are working with so that we can check further and assist you.

    Thanks!

  • Profile Image
    quentinloke
    Answered on February 11, 2020 at 05:50 PM
    Yes, i;ve tried. Still can’t get the email to the customer to give a link to cancel. Here’s the form link:
    https://form.jotform.co/91748368530869
    Quentin
    ...
  • Profile Image
    Elton
    Answered on February 11, 2020 at 10:54 PM

    I also couldn't see in the email logs that there was a payment receipt sent to the email address q**********e@gmail.com you used in your test payment. Let me escalate this to our developers for further investigation. Once we have an update, we'll inform you here.

    For now, please cancel the subscription within your Square dashboard as explained on the guide https://www.jotform.com/help/559-How-do-I-work-with-Square-Subscription-and-cancel-it-in-JotForm.

  • Profile Image
    quentinloke
    Answered on February 12, 2020 at 12:50 AM
    thanks.. look forward to getting this solved.
    Quentin
    ...
  • Profile Image
    quentinloke
    Answered on February 13, 2020 at 10:02 PM

    Hey Elton, do you know how long it might take to get an update. Was hoping to launch the payment subscription soon in my church. Thanks

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    Kiran
    Answered on February 13, 2020 at 11:42 PM

    We are sorry that we cannot promise a specific timeline at the moment since the issue is being investigated by our backend team. Rest assured, as soon as we have any news in this regard, we'll let you know here.

    We appreciate your patience and understanding. 

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    quentinloke
    Answered on February 20, 2020 at 07:22 PM

    Just wondering if this is something i should wait for that will be ready in the next week or so. Or should be looking for a new solution with someone else

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    Elton
    Answered on February 20, 2020 at 08:38 PM

    Sorry but there's no update as of the moment. I'll ping our dev about this and see if we could get an update as soon as possible. We'll keep you posted.

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    quentinloke
    Answered on February 25, 2020 at 06:42 PM

    Any more news regarding this? How can i get it escalated? I also have another problem with subscriptions which i posted on another topic in your forum.. Really need answers soon. 

  • Profile Image
    Elton
    Answered on February 25, 2020 at 07:49 PM

    There's still no update at the moment. Our dev team will definitely inform you here right after their investigation about this issue.

    With regard to your other concern https://www.jotform.com/answers/2180664, we will be on this thread shortly.

  • Profile Image
    paulnsimpson
    Answered on March 04, 2020 at 09:28 AM

    Hello @quentinloke,

    You and your customers should now be receiving the email with "cancel your subscription" link when a new subscription is created through our Square integration.

    The reason it was not received it before was that we had it set up to send the email on the recurring subscription payments but not on the initial payment when the subscription is created.

    Apologies for the inconvenience.

    Paul