2Checkout Payment is Completed but Pending submissions in Jotform

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    cncoaching1
    Asked on May 25, 2013 at 02:41 AM

    Hi,

     

    I have made a payment form: www.cncoaching.com.au/payment

    Clients are able to complete it, send me payments and return back to my website. I am able to see the money in my 2Checkout account, and 2Checkout sends a receipt to my clients after the transaction.

    However, Jotform does not send me the completed form. Instead it is stored in the pending submissions folder of my form.

     

    If you could please look at this, and advise what i can do to resolve the ssue.

     

    Thanks in advance,

     

    Chris

  • Profile Image
    Welvin
    Answered on May 25, 2013 at 03:37 AM

    Hi Chris,

    Let me forward this thread to our level 2 support/developers for further investigations on this matter. You should received an updates via this thread.

    Thanks for reporting.

  • Profile Image
    cncoaching1
    Answered on May 25, 2013 at 04:25 AM

    Thanks Welvin.

    Appreciate your support.

  • Profile Image
    cncoaching1
    Answered on May 26, 2013 at 12:05 AM

    Hi,

     

    Just wondering if there is an update on this?

     

    Thanks

  • Profile Image
    dinesh-it
    Answered on May 26, 2013 at 01:56 AM

    Sorry for the inconvenience, But Our Developers will update soon once your problem is fixed.

    Thank you.

  • Profile Image
    cncoaching1
    Answered on May 27, 2013 at 05:52 AM

    Hi,

    How long do you think this would take to resolve?

    As i need to see whether i need to replace this system temporarily until you guys come up with a solution.

     

    Thanks

  • Profile Image
    EltonCris
    Answered on May 27, 2013 at 08:17 AM

    @cncoaching1

    Unfortunately we can't provide a definite time to when this will be resolved so please take a chance to do a replacement to avoid interruption on your transactions. Our sincere apologies for any inconveniences caused. Rest assured we will keep you inform for any progress on this report.

    Best Regards!

  • Profile Image
    EltonCris
    Answered on May 27, 2013 at 08:24 AM

    @cncoaching1

    By the way, have you tried recreating your product field and entering again your 2Checkout credentials? I would suggest to do that as it sometimes help specially when you refresh the payment integration. Please do a clone of your form first before doing that to avoid any problems on the original form. 

    Furthermore, you can also mark the "incomplete payment" as complete if you really have received their payment at 2Checkout so you will be able to get notification and so it will be added on your form submission.

    Thanks!

  • Profile Image
    cncoaching1
    Answered on May 27, 2013 at 09:17 AM

    Hi Elton,

     

    Thanks for that. My product is actually a donation and i have recretaed it, and have made a new form altogether, and the problem still persists.

     

    I was also wondering if i could change the name of the sale as "Donation" to something else. As on the 2Checkout payment page (after the Jotform is completed and "submit" is pressed, the description of the payment is "Donation". This is somewhat unproffesional, so if you coul dplease advise how i could change the name of this.

     

    In th emeantime, i will manually submit the previous forms and search for an alternative for the time being.

     

    Thanks once again

  • Profile Image
    EltonCris
    Answered on May 27, 2013 at 10:08 AM

    @cncoaching1

    Thanks for the confirmation. As per mentioned, you will be informed once this is fixed.

    Regarding on the "Donation" wording, maybe you can get rid of that when you uncheck the donation checkbox on the 2checkout payment wizard. Here's how:

    We'd appreciate if you could open your new questions in a new thread next time.

    Thanks for your understanding on this matter!

  • Profile Image
    cncoaching1
    Answered on May 27, 2013 at 07:24 PM

    Hi Elton,

    I have tried unticking the Donation box, and it still comes up as "Donation" on the 2Checkout Page.

  • Profile Image
    EltonCris
    Answered on May 27, 2013 at 07:39 PM

    @cncoaching1

    You are right. I was able to replicate it. I have submitted this as a suggestion on the other thread. Please feel free to post your question or thoughts on that thread so you will get updates once it's fixed. Anyway, I can update you here as well.

    Thanks!

  • Profile Image
    NeilVicente
    Answered on May 28, 2013 at 12:21 AM

    @cncoaching1

    Custom amount payments will now have the text "Payment" on the checkout page. Just make sure that the donation check box is unticked.

    As for your origiginal issue, I have tried to recreate it on a sandbox payment form, but to no avail, so I made a small payment to your form, using Paypal (as I don't have a VISA card). The problem was recreated, but would you be okay to temporarily allow Master Card payments on your 2Checkout setup so I can test with a credit card?

  • Profile Image
    cncoaching1
    Answered on May 28, 2013 at 12:50 AM

    Hi Neil,

    Thanks so much for that. I am not sure as to how i can enable MasterCard payments?

    Is there a link with instructions that i can follow?

     

    Thanks again for your support

  • Profile Image
    EltonCris
    Answered on May 28, 2013 at 03:58 AM

    @cncoaching1

    My colleague might be referring to allow MasterCard payment on your form if it's OK with you. Let me also inform him for some clarification.

    Thanks!

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    cncoaching1
    Answered on May 28, 2013 at 06:04 AM

    Yes thats perfectly fine. Anything you guys need to do to fix the issue.

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    EltonCris
    Answered on May 28, 2013 at 06:58 AM

    @cncoaching1

    Sorry about my previous response, I just realized that he was referring to something else.

    Ok, base on your 2CO checkout it only accept VISA currently. Check this screenshot:

    Would you please check if there's any options on your 2Checkout settings that allows MasterCard payment?

    Meantime, I have also contacted 2CO Support regarding the MasterCard setup, maybe they can provide us further informations about this. We will let you know for any updates.

    Thanks!

  • Profile Image
    cncoaching1
    Answered on May 28, 2013 at 07:27 AM

    Hi,

    Yes, i ahve been aware of this limitation. I have tried contacting 2Checkout previously to add Mastercard and other credit/debit cards- with no response.

    It would be great if you guys could add MasterCard to the possible payment cards.

    Any progress woul dbe much appreciated.

  • Profile Image
    KadeJM
    Answered on May 28, 2013 at 11:31 AM

    Hi there, if I am understanding you correctly now I think that what you are asking is for is something similar to what some of our other Payment Integrations Offer to easily select which Payment Methods are allowed. Please correct me if I am misunderstanding you.

    I additionally understand that you would like to accept MasterCard as a payment option for your Products in 2Checkout but at the moment I'm not quite sure if we would be able to integrate this as an improvement to it our Platform  Integration with 2Checkout until they support Mastercard as a Payment Option inside their system otherwise it wouldn't be recognized and would probably be rejected since payments for Mastercard would most likely not be accepted by them.

    I will also try to contact them as well on your behalf to find out further information about this to see what else we can do about it if anything since you mentioned that you've gotten no response yet. I will keep you informed about it once I have spoken to their company.

    In the meantime though, you may want to consider switching to one of our Payment Tools that does Support the Payment Method Choices which are allowed.

  • Profile Image
    KadeJM
    Answered on May 28, 2013 at 01:01 PM

    Additionally, please note that the " Accepted Cards " are Only Images to only show what Cards are accepted on your form payment gateway. The example in the Image above is taken from PayPal Pro and if you hover over this option it will tell you. 

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    cncoaching1
    Answered on May 28, 2013 at 05:39 PM

    Hi Kade,

    I'm happy wth the way 2Checkout is working at the moment. I was just not recieving email notifications from JotForm when a sale was made- the form was sent to pending submissions even though i had recieved the money in my 2Checkout account and the Client has recieved a receipt from 2Checkout.

     

    The MasterCard option is not compulsory. However, i have tried looking at the other payment options you offer- but they are for US/Canada residents only. I operate from Australia, so 2Checkout is the only solution I have found that is both priced well and is available in Australia. Please do let me know if you have any suggestions (besides PayPal).

     

    Cheers

  • Profile Image
    KadeJM
    Answered on May 28, 2013 at 06:55 PM

    No problem and I am glad to hear that you are happy with 2CO. Thank you for clarifying and I apologize since it seems I've gone offtrack some. Are you still having email notification issues?

    It's been noted that you are in Austrailia and thanks for pointing that out. We will look into this some more to see if there is something else we can figure out for you in regards to payment options. If something is figured out we will get back to you as soon as we can.

  • Profile Image
    KadeJM
    Answered on May 28, 2013 at 06:59 PM

    Also, I forgot to mention that I looked at 2CO System but unless I am missing it I'm not seeing anything about Mastercard yet at the moment either. One of my colleagues also tried contacting them and no response yet there as well. I also additionally attempted to call them 3 times at different times but was only left waiting on hold for their Phone Support today so either they are really busy or support may be limited somewhat and if anything about this changes we will inform you.

  • Profile Image
    cncoaching1
    Answered on May 29, 2013 at 04:38 AM

    Hi Kade,

    Thanks very much for the details.

    I am still not recieving any email from Jotform when payment ha sbeen made.

  • Profile Image
    jonathan
    Answered on May 29, 2013 at 10:49 AM

    Hi Chris,

    You are not recieving the emails because the payments are in the pending submissions. Pending submissions will not send the email notification as if they are incomplete transactions.


    What you can try for now is manually complete the pending submission if its really a completed payment/transcation already.

    When you manually do the completion, please check if the email notification will push thru for that particular incomplete submission that was just completed.

    Please update us on the results if you do the manual completion.

    ---

    The ticket for this issue was already assigned to one of our developer. We can only wait for updates from them as soon as they have one available.

    Thanks.

  • Profile Image
    cncoaching1
    Answered on May 29, 2013 at 06:56 PM

    Hi Jonathan,

    I have been submitting it manually for the past 2 weeks. After submitting it, I am recieving it in my assgined email.

    Please let me know of other detials you may need to know.

     

    Cheers

  • Profile Image
    jonathan
    Answered on May 29, 2013 at 09:25 PM

    Thank you for the info.

    Our higher team support will notify you via this thread or on your email as soon as there is an update about the pending submissions result from completed 2CO transaction.

    Best Regards,

  • Profile Image
    cncoaching1
    Answered on May 30, 2013 at 07:02 PM

    Thanks Jonathan.

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    NeilVicente
    Answered on May 31, 2013 at 11:01 AM

    Chris,

    Can you please double check your account if you have set your return method as "Given links back to my website"?

    1.  Log in to your 2co account
    2.  Go to Account > Site Management

    3.  If not yet selected, please choose Given links back to my website

    4.  Save changes to your account

    Afterwards, please do inform us if the problem still persists.

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    cncoaching1
    Answered on June 01, 2013 at 12:21 AM

    Hi Neil,

    Yes i have that setting.

    Just checking, should the Demo setting be set to "On", "Off" or "Parameter" ?

     

    Cheers

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    NeilVicente
    Answered on June 01, 2013 at 03:53 AM

    Demo setting should be set to 'Off'.

  • Profile Image
    cncoaching1
    Answered on June 01, 2013 at 07:42 AM

    Yes, that is what i have now. Please let me know of any updates.

     

    Cheers

  • Profile Image
    cncoaching1
    Answered on June 01, 2013 at 08:03 AM

    I think what you guys are missing is the "Secret word" which is in every 2Checkout customer's account. It is available in Account > Sit Management > Secret Word. It is under "Direct Return. This is needed to approve apyment. Take a look at: http://www.checkfront.com/support/2checkout

    That seems the only thing missing on JotForm's integration.

  • Profile Image
    EltonCris
    Answered on June 01, 2013 at 11:47 AM

    @cncoaching1

    I will add that on the report. Our higher team will decide on it and get back to you with updates.

    Thanks and apologies for the inconveniences caused.

  • Profile Image
    cncoaching1
    Answered on June 03, 2013 at 04:03 AM

    Hi,

    Any updates on this?

    Thanks

  • Profile Image
    EltonCris
    Answered on June 03, 2013 at 04:43 AM

    @cncoaching1

    Sorry but I see no updates about this as of the moment. We will definitely inform you here once this is fixed or our higher team will reply to you via this thread.

    Your patience and understanding is greatly appreciated on this matter. Thank you!

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    NeilVicente
    Answered on June 12, 2013 at 08:17 PM

    @cncoaching1

    The 'secret word' setting isn't a factor at all. I have tested numerous times on a test form but I cannot recreate the problem at all.

    May I ask if you are still experiencing this problem? Furthermore, can you please tell us if the issue occurs on all payments, or just some of them? If not all, are these payments confined to just one payment method, i.e., Paypal or credit card?

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    adamprattler
    Answered on October 03, 2013 at 01:21 PM

    https://submit.jotform.co/ipns/2co.php

     

    set this as the approved url in 2co under site management to avoid these issues

    Unsure why the admins or devs here didnt catch this....

     

    regards,


    Adam Prattler

    Founder @ Post-me.org
    Seo Services company specialized in whitehat solutions
    Email: adamprattler@gmail.com
    Visit our site  at  http://post-me.org

  • Profile Image
    NeilVicente
    Answered on October 30, 2013 at 07:24 PM

    Adam,

    The URL you have mentioned is being sent to 2Checkout as a return URL parameter during a transaction. However, from what I gathered, it looks like 2checkout changed policies and will only accept return URL parameters that match the domain registered on your 2checkout account. That means, this does not work anymore.

    In other words, your solution is perfect. One must set it as the approved URL on their 2Checkout account. I will go ahead and update our guides with this information.

    Thank you very much for sharing.

    Best regards

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    halim.boumadani
    Answered on June 11, 2014 at 08:03 AM

    No news about this issue?

     

    Thanks

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    ashwin_d
    Answered on June 11, 2014 at 10:01 AM

    Hello halim.boumadani,

    The ticket associated with this thread is already in resolved status and my colleague have already answered the question.

    Do get back to us on what issue are you facing. Are you having issues where completed 2Checkout payment is marked as Incomplete payment? 

    Please explain your problem a bit more in detail and we will surely help you.

    Thank you!