customer's credit cards have been charged,HOWEVER no order was ever received by Jotform

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    Asked on February 09, 2021 at 11:37 AM

    Mastering Payment Form Integrations with Jotform

    Sending online payments is here to stay. Fortunately, collecting online payments is one of the strongest parts of our service and the reason why so many people choose to use JotForm. It is no longer a tedious process to set up a payment form. In fa...

    I copied that from your support page. I am using Jotform for three flower shops, with 5 online order forms (order and pay later, order and pay online now). And it has been tedious and time consuming and a true mind-boggling experience in frustration. Support is dismal, that is the best I can say about it. Recently, customer's credit cards have been charged,HOWEVER no order was ever received by Jotform, does not exist in the intray at all! So I tested it. And sure enough, errors abound and cards get charged, and no orders arrived in our intray. I sent through a "contact jotform support" a few minutes ago...with a three hour delay. If I waited three hours to get back to my customers, they would soon find another florist! And why brag about 24/7 support if you cannot be super uber responsive during your client's business hours??? It's great that I can initiat a support ticket at 2AM or any time of the day or night, but what use is that? What use is it that you might respond at 4AM or any time of the day or night? As a company with global reach, sure, it looks good. But you really need to up your game for responsiveness. Is there anyone at Jotform who cares enough? I was using your free forms for a few years without much difficulty, and so it was a natural fit to become a paying client once I need to set up automatic payment ingegrations...but I and my team are having huge regrets.



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    Answered on February 09, 2021 at 01:30 PM


    We apologize for the bad experience.

    Would you have a form link and the email address of a person who has been charged and didn't appear in your submissions so we can assist you further?

    Do not hesitate to reach out if you need further assistance