How to remove submission with canceled payment?

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    Asked on June 10, 2020 at 08:09 AM

    Hi is there a way to stop a Jotform submission entry when a user cancels at the Cybersource payment page.

    thanks in advance 

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    Answered on June 10, 2020 at 09:38 AM

    Greetings and thank you for your message.

    If the payment is not completed successfully, the submission will be stored as Incomplete payment. From there, you are able to manually delete the submission or to process it anyway. 

    You are able to view incomplete submissions from the Submissions page:

    For detailed information, please click here

    Let us know if this answers your question. 

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    Answered on June 10, 2020 at 06:50 PM

    many thanks for your response, I don't appear to have the Incomplete Payments option, see screen shot. our payment gateway is Cybersource.

    thanks for your assistance

    1591829351Screen Shot 2020-06-11 at 8.46

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    Answered on June 10, 2020 at 10:56 PM

    I believe you are referring to this form:

    I see that you are not using any payment integration at Jotform end. Are you redirecting to your own website and then collecting the payments?

    If yes, then unfortunately there is no way out at Jotform end to see the Incomplete payment submission. It would not be recorded at our end.

    Looking forward to your response.


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    Answered on June 11, 2020 at 10:35 PM

    thanks for your assistance, apologies screen shot of the incorrect Jotform should have supplied this one 

    1591929288Screen Shot 2020-06-12 at 12.3

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    Answered on June 11, 2020 at 11:34 PM

    Unfortunately, not all payment integrations has incomplete payment feature or the IPN in PayPal. Cybersource doesn't have this option that is why you don't see that in your submission page.

    I'm searching online and I don't see any reference article about how they handle incomplete payments.

    You may inquire directly at Cybersource to see if this is a feature they support via API. If it is, we are happy to forward that as a feature request to our L2 team.

    Let us know if you have any questions or if you need further assistance.