What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Not receiving jotform registration when participant elects out of Paypal.

    Asked by AlpineInternational on May 27, 2013 at 09:48 PM

    Hello, My website it set up in a way that when the particpant wants to registrater for an event, they fill out the registration form(jotform), and once they click the submit button, it takes them directly to paypal.  When a participant pays with paypal, then I get a copy of their registrtaion form and paypal payment in my inbox... no problem.  BUT when the participant fills out the form and clicks the submit button and elects to not pay with paypal, then I do not receive their registration form at all.  Why does this happen and what can i do to resolve this issue?  Susan

    Page URL:
    www.alpineinternational.com

    JotForm registration form problem fill
  • Profile Image
    JotForm Support

    Answered by Welvin on May 28, 2013 at 01:59 AM

    Hi Susan,

    That is the behavior of the form when someone does not send their payment once they are redirected to Paypal. If they will not send you the payment once they are redirected to Paypal, it will go to your Incomplete Payment Sections or Pending Submissions Area. This guide will help you: How to View Incomplete Payments

    We also have a way for you to know that you have an Incomplete Payment Submissions, you have to enable "Pending Payment Email" by;

    1. Right Click on the Payment Field

    2. Find "Pending Payment Email" and set to "YES"

     

    Thank you!

  • Profile Image

    Answered by AlpineInternational on May 29, 2013 at 08:56 PM

    Okay, thank you - will try that.  So, because I need to give my customers a few payment options (pay cash, pay via paypal, pay via bank transfer), then rather then having them redirectd directly to paypal (this has been a dissatisifier for some customers already who are not paypal fans... They feel like I"m pushing them into the paypal option), can I just have a paypal button live seperately?  So, after they click the submit button, then have the regisration form officially submitted THEN they can see their payment options (on a seperate page maybe?) and click a paypal button if that's the option they choose?  Thanks!

  • Profile Image

    Answered by jeanettebmz on May 29, 2013 at 11:58 PM

    I think a good option for you would be to integrate with Paypal pro, this way , they would be able to choose to pay using CC or Paypal, without having to be redirected to Paypal site.

     

  • Profile Image

    Answered by AlpineInternational on May 30, 2013 at 04:57 AM

    Thank you Jeanette.  The issue is not that my customers need another CC payment option but rather are not wanting to be immediately directed to PayPal.  I want to make that an option they choose to direct themsheves to.  How can I do this?  Or is it that there is some kind of agreement between JotForm and PayPal that the ONLY option is once a registration form is completed then they MUST be directed to Paypal.  Is this a true statement?

    Also, I don't understand the Incomplete Payment function.  It shows that there are 10 incomplete payments out of 11 registered customers but I know for a fact that most of the 10 have paid via Paypal.  Can you please explain?  Thanks!

  • Profile Image
    JotForm Support

    Answered by Welvin on May 30, 2013 at 10:10 AM

    Hi,

    To answer your questions;

    How can I do this?

    -My recommendation is to create a Multiple Payment Form (http://www.jotform.com/help/120-How-to-set-up-paypal-along-with-other-payment-options). Example Form: http://www.jotform.com/form/12972052359

    -If they click Check or Phone, they will not be redirected to Paypal. You will receive an email.

    -If they click Paypal, they will be redirected to Paypal to Pay. If they proceed and send their payment, you will receive both notification from Paypal and Jotform. If not, it will go to your Incomplete Payment Section and you will not receive any notification unless you enable "Incomplete Payment Email" from Jotform settings.

    -------------

    Is it that there is some kind of agreement between JotForm and PayPal that the ONLY option is once a registration form is completed then they MUST be directed to Paypal.  Is this a true statement?

    -If you will only use Paypal, then Yes. If you are using Paypal to setup your items, once they select one item or more, they will be redirected to Paypal Payment Page to Pay.

    -------------

    I don't understand the Incomplete Payment function.  It shows that there are 10 incomplete payments out of 11 registered customers but I know for a fact that most of the 10 have paid via Paypal.  Can you please explain?

    -Incomplete Payment Means that you customers have not send their payments and or delayed their payments after being redirected to Paypal Payment Page. However, If you can confirm that you have received their payments, then you can mark them as Complete

    -Check this guide on how you can Complete Submissions: http://www.jotform.com/help/135-How-to-View-Incomplete-Payments

     

    Thank you!

  • Profile Image

    Answered by AlpineInternational on May 31, 2013 at 02:09 AM

    That is EXACTLY the type of information I was looking for!  THANK YOU (Welvin?)!!!!  You saved the day :)

  • Profile Image

    Answered by sidharth_kch on May 31, 2013 at 02:50 AM

    @AlpineInternational

    On behalf of my colleague Welvin, you are welcome.

    Should you have any questions please feel free to contact us.

    Thanks,

    Sidharth