Email users with incomplete payment?

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    futureself
    Asked on June 04, 2020 at 02:39 PM

    When a user has an incomplete payment on a form is it possible to automatically email them kind of like the abandon cart emails that shopify app has?

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    VincentJay
    Answered on June 04, 2020 at 06:09 PM

    You can enable the Pending Payment Email in the Payment Settings page:

    1591308473gbvxcs.png

    Please keep in mind that you need an Email field to your form. 

    Please try it and let us know if you need further help. Thank you.

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    futureself
    Answered on June 08, 2020 at 05:51 PM

    How do I get to the payment settings page?

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    Kevin_G
    Answered on June 08, 2020 at 10:30 PM

    You can access this while editing your form, on the form builder search the payment field, the element where your products are displayed, click on this and then click on the wizard icon to open the payment gateway settings. 


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    futureself
    Answered on June 09, 2020 at 12:57 PM

    I don't see a wizard icon.

    I'm referring to this form: https://www.jotform.com/build/201463870610247

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    Kevin_G
    Answered on June 09, 2020 at 02:11 PM

    Here is a screenshot for easy reference:

    15917262172020-06-09_12h09_39.png

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    futureself
    Answered on June 09, 2020 at 02:30 PM

    Yeah my form doesn't have the payment pending email section1591727398form.png.


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    Kevin_G
    Answered on June 09, 2020 at 03:57 PM

    Thanks for the update. 

    The PayPal Checkout integration does not have the option to send email notifications upon incomplete payments, apologies for the confusion. 

    Now, I can see the payment field is required on your form, this means that the users should not be able to submit it without completing the payment first. 

    May you please provide more details about how the incomplete payments are occurring? 

    We will need to investigate this further on our end in order to find what may be causing this issue. 

    Looking forward to your response. 

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    futureself
    Answered on June 09, 2020 at 09:54 PM

    Hey yeah some of my customers were saying that when they clicked the checkout at paypal button it would hang.

    This is the form they were using: https://form.jotform.com/63544922867265

    I was using the deprecated paypal express on it so I think that was the reason.

    I've since upgraded this form to the paypal checkout integration: https://form.jotform.com/63544922867265

    Which version of paypal should I use to send emails to customers who don't complete purchase?



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    Kevin_G
    Answered on June 09, 2020 at 11:17 PM

    Yes, the PayPal Express integration is indeed deprecated, although this had the options to send an email notification for incomplete payments. 

    Now, checking the PayPal integrations and most of them require the payment to be completed before the submission, that's why they do not have the option to send incomplete payments notifications. 

    The only integration that allows to set up incomplete payments notifications is the PayPal Standard integration, this guide will help you to set this up: https://www.jotform.com/help/391-How-to-Integrate-Form-with-Paypal-Standard- 

    If you have more questions, let us know.