Form stuck in Pending Payments

  • Profile Image
    millstrading.sarah
    Asked on October 27, 2020 at 08:18 PM

    Hi,


    We had this issue a while ago and followed instructions to resolve it.

    The customer filled in the form and paid but the form went into the Pending Payments section again and we were not notified.


    1. Why did this happen?
    2. How do we resolve?
    3. Is there a way we can receive a notification when a form is submitted but goes into pending payment?

    1603844255_5f98b89f7873a_Pending Payment

  • Profile Image
    Mike_G
    Answered on October 28, 2020 at 12:38 AM

    We would like to apologize for any inconvenience. I have checked the form you linked and I see that what it has is the PayPal Standard payment field.

    With that payment field, respondents are being redirected to the PayPal payment page to continue processing their payments. If, in any case, a respondent decided not to continue with the payment and closes his/her browser, the submission will be logged as incomplete payment and will go straight to your form's Pending payments.

    This is not an issue but rather a feature. Paypal-incomplete-payments-faq

    If you wish to receive email notifications even with an incomplete payment on your form, you may set up your form following the instructions in this guide.

    How-to-setup-incomplete-payment-notification-email

    Feel free to let us know if you need any further assistance.