PayPal Commerce: Showing incomplete values error even after completely filling it out

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    Mboulas
    Asked on May 06, 2020 at 11:28 AM

    Hi!

    I have been getting many payment problems from my customers. 


    They all seems to get the same fault when trying to pay through paypal widget I installed. It worked fine for weeks, now suddenly there is a problem. Paypal is claiming that the problem is at Jotform. 

  • Profile Image
    Sonnyfer
    Answered on May 06, 2020 at 11:49 AM

    Apologies for the inconvenience.

    I have checked your form and found no issue with the integration.

    As I went ahead and searched further, it looks like the error is due to a genuine bank decline so the user/buyer needs to contact their banks to know the exact reason for the decline. Please refer to PayPal's answer here.

  • Profile Image
    Sonnyfer
    Answered on May 06, 2020 at 11:52 AM

    In addition, kindly refer to the below information I found regarding PayPal Checkout.

    If your buyer's funding source fails, the Orders API returns an INSTRUMENT_DECLINED error. A funding source might fail for these reasons:

    - The billing address associated with the financial instrument could not be confirmed.

    - The transaction exceeds the card limit.

    - The card issuer denied the transaction.

    Source: https://developer.paypal.com/docs/checkout/integration-features/funding-failure/

    Hope this helps.

  • Profile Image
    Mboulas
    Answered on May 06, 2020 at 12:06 PM

    Thanks for the fast reply!

    According to my customer they said that it is not a paypal or bank issue from their side because they use Paypal on a regular basis and do not have this problem. 


    Any ideas..?

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    Patrick_R
    Answered on May 06, 2020 at 12:49 PM

    Hi @Mboulas! The error clearly states that "The instrument presented was either declined by the processor or bank, or it can't be used for the payment.". Please note that Jotform does not process a card at its level, it simply sends the filled-in card information to the payment processor (in your case, i.e. Paypal) for further processing. Paypal then contacts the Bank for funds transfer. Jotform only receives the status information from Paypal about the transaction (whether declined or success).

    - According to my customer they said that it is not a paypal or bank issue from their side because they use Paypal on a regular basis and do not have this problem. 

    Probably, their card has expired or for some other reason, their Bank could have cancelled their card or maybe it is Paypal. Your customer needs to check the same with their Bank and with Paypal. Your customer should have also received an email from Paypal about the possible reason about this failed transaction on their registered email address.

    If only one customer is getting this issue, the problem is most probably at their end. You can ask them to try a different card or a different Paypal account.

    You can also ask Paypal to let you know the reason for this failed transaction. They'll let you know the exact reason why this payment didn't went through by checking their logs.


    I hope this helps. If you have more questions, feel free to ask.

  • Profile Image
    Mboulas
    Answered on May 11, 2020 at 04:58 AM

    I have changed to paypal payment widget to Paypal Commerce. My tests seem to show that it is working but one of my clients tells that it won't process because it says that one of the questions has been skipped. Which she claims is not the case.

    Any ideas?

    1589187473WhatsApp Image 2020-05-11 at 1

  • Profile Image
    Patrick_R
    Answered on May 11, 2020 at 06:49 AM

    Hello @Mboulas! I noticed that there are three form Calculation widgets with the name of "Price", "Price" and "Totals". All of these fields are marked as "Required". They don't need to marked as required as they are hidden and auto-calculated.

    Kindly mark these fields as "Not-Required". Once done, please ask your client (who was seeing the error in the first place) to try again, from a new Browser window (if possible).

    In case she see the error this time as well, please ask her to copy the complete list that shows up on the "Review Before Submit" dialog; this dialog shows up right before the Form can be submitted.

    As you might already know, this dialog shows all the filled-in values by the user (before the submission). This information will be helpful in further investigating this issue.


    Awaiting your response.

  • Profile Image
    Mboulas
    Answered on May 14, 2020 at 08:49 AM

    Hi! Thanks for the suggestion. I fixed it and asked my client to try it again. 

    Same problem. 

    Please help! 

  • Profile Image
    Vanessa_T
    Answered on May 14, 2020 at 10:09 AM

    I cloned your form, set it in Test Mode and filled in some test data and was able to replicate this error:

    158946463600203.jpg


    I am also certain I was able to fill in the said field since it is required.

    Let me forward this to our backend team so they may check what is causing the issue.

  • Profile Image
    Mboulas
    Answered on May 25, 2020 at 07:47 AM

    Hello! Has there been any update on this since the 14th of May? My whole business is on hold now because of this issue and I would really like to get it up and going again asap


    THanks

  • Profile Image
    Bojan_J
    Answered on May 25, 2020 at 09:13 AM

    Greetings and thank you for your message.

    Unfortunately, we still did not hear back from our Developers.

    I will send them a message, and as soon as we hear back from them we will let you know.

    You can try to clone the form, and implement the PayPal integration there. You can click here to see how to clone a form.

    Thank you for your patience. 

  • Profile Image
    Mboulas
    Answered on June 02, 2020 at 08:23 AM

    Thanks for your reply. I do not want to clone my form and integrate paypal again. I would really like somebody to help me figure out what is going on! 

    It has been weeks now. What can be done to speed the process up? My orders are on hold because this is suddenly not working any more

  • Profile Image
    Sonnyfer
    Answered on June 02, 2020 at 09:17 AM

    Apologies for the inconvenience. I have sent a follow up to our developers to expedite the resolution of this issue.

    Meanwhile, would it be possible for you to duplicate the "What is your role.." field and then UNREQUIRE and then HIDE the old (problematic) one?

    1591103788hide me.png

    Let us know how it goes.

  • Profile Image
    Mboulas
    Answered on June 02, 2020 at 12:13 PM

    I have done this, could you check from your end if it works?

  • Profile Image
    Richie_P
    Answered on June 02, 2020 at 01:23 PM

    I have tested your form and I was able to go to the PayPal website.

    15911185371.png

    Please test it at your end and let us know how it goes.