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

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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.


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    Pending email notification is always sent even if the payment is successful

    Asked by dmichaels on July 03, 2013 at 01:52 PM

    Thank you for addressing the problem of notifying us if a PayPal transaction is not completed. The probolem now is that I am receiving a "Pending" notification for ALL payments, even if they are completed.

    I just put through a $10 donation; I completed it very quickly.

    Immediately checked my Inbox and found a Pending payment notification. Then a few seconds later I received the completed payment notice and the receipt from PayPal.


    Also, there are no Pending payments showing on the Jotform site (which is correct).

    This was using my
    Online Donations Form-v2

    Thanks,

    David

    pending payment notification problem style size font
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    JotForm Support

    Answered by EltonCris on July 03, 2013 at 03:48 PM

    Hi David,

    I think this is how it works currently. Once its enabled, you will be able to get a pending email notification once the user hits submit button. In other words a pending notification is always sent on every submissions just like regular submissions. However, once the user completed the payment transaction after redirected to the payment gateway, you will get another notification that it was successfully processed. Completed transactions won't get pending on the JotForm side, FYI.

    I think the pending email system doesn't work conditionally like if payment was successful it sends final notification otherwise pending notification. This may be hard on the part specially if the user failed to pay in some few reasons like, intentionally closed the browser, browser crashed, moved to different page without payment or error on payment.

    I will also forward this to our dev team so they can provide you further informations about this. Thanks!

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    Answered by dmichaels on July 03, 2013 at 04:10 PM

    Interesting.

    While not perfect, it's still a big step forward.

    So the process for the office (for now?) would then be to match up the Pendings with the Completeds and throw them away. those left over without a Completed payment should probably get a phone call to ask what went wrong?

    Is there a plan to tighten this up a bit and only send the "Pending" notice if it becomes "Pending" on the Jotform submissions area?

    Thanks,

    David

     

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    JotForm Support

    Answered by jonathan on July 03, 2013 at 05:29 PM

    Hi David,

    My colleague EltonCris had already elevated your inquiry to our next level support.

    I suggest we wait for our higher team response on this matter, as they can explain this much better. You will be notified via this thread and in your email at once when new response is available.

    Thanks.

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    JotForm Founder

    Answered by aytekin on July 04, 2013 at 01:14 PM

    One possible solution might be to only send pending emails if the payment is not completed within 5 minutes. Would that be a good solution for you? 

    Another email might be sent to the customer giving them a link to complete the payment. In case, they forgot about it. (Maybe they forgot their paypal password and then forget about completing the payment.) 

  • Profile Image

    Answered by dmichaels on July 04, 2013 at 01:31 PM
    The 5 minute solution sounds like a usable solution.

    If you can’t trigger the “Pending” email when the transaction hits the “Incomplete payments” that we see in the “Submissions” page, then the 5 minute plan is a good alternative.

    Thank you,
    David

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    Answered by dmichaels on July 16, 2013 at 01:21 PM

    If Jotform puts ALL submissions into the "Incomplete" status while waiting fopf PayPal to complete the loop, then definitely the 5 minute wait would be a very good solution.

    Thank you for addressing this.

    David

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    JotForm Support

    Answered by Welvin on July 16, 2013 at 02:25 PM

    Hi David,

    This thread is already added to our Feature Request list. Please stay tune for updates.

    Thanks for your patience.

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    JotForm Support

    Answered by NeilVicente on November 12, 2013 at 07:42 AM

    David,

    I have just released a fix for the problem you have described. Incomplete payment notifications will only be sent if there is no payment made 30 mins after the submission.

    Please help us out by testing it on your form via Paypal sandbox.

    We would love to hear your feedback and/or suggestions.

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    Answered by dmichaels on November 12, 2013 at 08:54 AM
    Thank you very much.
    That will be a big improvement.

    We will watch carefully over the next few days to see that this is working properly; we’ll keep you posted.

    Thank you again,
    David M. Michaels

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    Answered by dmichaels on November 12, 2013 at 08:55 AM

    Thank you very much.

    That will be a big improvement.

    We will watch carefully over the next few days to see that this is working properly; we’ll keep you posted.

    Thank you again