help - google checkout payments not processing

  • Profile Image
    Asked on April 15, 2011 at 11:50 AM

    My last 3 submissions have not posted to google checkout - nothing has changed on the form, and previous submissions have posted

  • Profile Image
    Answered on April 15, 2011 at 01:37 PM


    Did those submissions appear as Pending in your submissions page? Did you get a notification email for them? As far as I know, a submission will only be counted if the payment for that particular transaction was completed. Otherwise, it will be marked as a Pending Submission in your account. Incomplete payment can be due to many reasons such as if the user closes the transaction window, or if the user is having connection problems with the payment gateway.

    If those submissions were not marked as pending, and you received email notifications just as you did with the previous ones, please let us know so I can create a report ticket for your issue. We will have our devs look into it if this was a more technical problem that needs to be escalated to the appropriate department.

  • Profile Image
    Answered on April 15, 2011 at 01:42 PM

    one of the three was pending, and I pushed it through - the others were not pending.

  • Profile Image
    Answered on April 15, 2011 at 03:42 PM

    Hi idiapp,

    May we ask which form is involved in this issue? And also, when were the form submissions made? If 24 hours have lapsed, then its reasonable to say that the submissions are indeed "missing" and should be investigated further.

    As pointed out by NeilVicente earlier, the pending submissions are those that were discontinued by your visitors and therefore you will not be receiving any submissions in Google Checkout. You will only receive submissions posted in Google Checkout if the form was completed and payment has been made.

    We'll wait for your response and our apologies for the inconvenience. Thank you for using JotForm!


  • Profile Image
    Answered on April 15, 2011 at 04:01 PM
    Thanks, I will contact the submitters (they are members of my
    organization). It make sense that if they did not complete the registration
    that it did not hit google checkout. If there are any other issues, I\'ll
    let you know.
    Appreciate the insight!