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    Stripe Integration: Autoresponder fires up even if the Stripe Payment was Declined

    Asked by TUFC on December 27, 2013 at 12:38 PM

    As Jotform is intgrated with Stripe, I am trying to find a way to conditionally send an auto reply after form submission that is dependent on whether the credit card transaction was successfully processed. This would allow the auto reply to be the receipt for payment - or to advise that the credit card transaction failed. Please can you advise how to do this?

    stripe declined autoresponder stripe
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    JotForm Support

    Answered by ardy0689 on December 27, 2013 at 02:12 PM

    Thanks for contacting us. Unfortunately, what you are looking for can not be done on the Form Builder. When users submits the form with Stripe Payments the form the submission will go through if it is successful.

    Otherwise, if it should in case there was an error like invalid credit card, the form will not submit but rather will show an error to the user and thus stopping the submission.

    Please refer to this related thread that has a similar inquiry that explains it more in detail:

    http://www.jotform.com/answers/172804-How-to-produce-receipt-for-a-customer-using-Stripe

    If you need further assistance, please do not hesitate to ask. Thank you

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    Answered by TUFC on December 27, 2013 at 02:52 PM

    The problem arises when a card transaction is declined: the form submits but no payment is processed. I looked at the thread you suggested - this highlights the problem I have .... the auto-reply can issue a receipt for a payment for a transaction that is submitted but then declined (no errors with card details, just payment declined). i have customers who have received a receipt when their credit card was declined. 

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    JotForm Support

    Answered by Mike_T on December 27, 2013 at 03:19 PM

    The problem arises when a card transaction is declined: the form submits but no payment is processed.

    This is a bug. Have you embedded the form to some page using default Embed code? If yes, the issue might be related to some script conflict. In this case, please switch to an iFrame version of the form. The iFrames do not conflict with other elements of the page, so this should help.

    Please give it a try and let us know if you need any further assistance on this.

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    Answered by TUFC on December 27, 2013 at 03:53 PM

    The form is embedded using an iFrame as follows:

    <iframe src="https://secure.jotformpro.com/TUFC/WL2013-14" frameborder="0" scrolling="no" style="width: 100%; height: 2400px;border: medium none;" allowtransparency="allowtransparency"></iframe>

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    JotForm Support

    Answered by Mike_T on December 27, 2013 at 04:35 PM

    We have marked this thread as private.

    Can you please confirm that the issue is happening on the iFrame based form?

    Do you get "Cannot charge a customer that has no active card" or some other error on the Stripe side?

    Also, please provide us with the link to the web page with embedded form if possible.

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    Answered by TUFC on December 27, 2013 at 06:11 PM

    Here is a link to the page where the form is embedded:

    http://www.texasunitedfc.com/Default.aspx?tabid=225780 

    On the Stripe side I see a failure message, but the submitted Jotform appears as if the credit card was charged.

    Here is an example from Stripe:

    Date:2013/11/28 01:52:35 Status:Failed: Your card was declined.

    Cards can be declined for many reasons.

     

    error: message: "Your card was declined." type: "card_error" code: "card_declined" charge: ch_31MiKmzSOKIqKB

     

     

     

     

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    JotForm Support

    Answered by EltonCris on December 28, 2013 at 01:19 AM

    @TUFC 

    Your form setup is completely fine. Take note that the error message displayed on stripe is taken from the user's CC provider. Declines can happen for a variety of reasons. Once the charged submitted by stripe to the user's bank account is declined, stripe automatically relays the error message. Unfortunately, most bank provides generic error message that's why there's no reason as to why the charged was failed.

    I would suggest not to use the autoresponder for now to prevent confusions to the user. Jotform notifications/autoresponders does not have functions to detect wether the charged is processed or declined (this happens on the stripe's end only). All it does is to send notifications/autoresponders once the form is submitted.

    Nevertheless, let me create a ticket for this so our developers will be aware of this issue and hopefully they'd be able to come up a solution.

    Thanks!

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    Answered by TUFC on December 28, 2013 at 09:35 AM

    Thanks - Other than this glitch, the Stripe integration works very well.

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    Answered by Cesar on December 28, 2013 at 11:24 AM

    On behalf of my colleagues, thank you. If you do need further assistance, do let us know. Thank you.

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    Answered by daveoreardon on September 21, 2014 at 01:49 AM

    Is there any way to know if/when  this will ever be 'fixed'?  Before using Jotform, I wrote my own PHP script to process Stripe credit card payments and Stripe returns an error code when a payment is declined by the bank. If I can do it with my limited PHP knowledge, I see no reason why Jotform can't detect this condition and prevent Jotform from proceeding to the Thank You Page when a payment is declined. Cheers!
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    Answered by TUFC  on September 21, 2014 at 11:18 AM

    Any update on whether this glitch is being resolved?  From your last response (more than 8 months ago) you implied that your developers may address the problem:

    "I would suggest not to use the autoresponder for now to prevent confusions to the user. Jotform notifications/autoresponders does not have functions to detect wether the charged is processed or declined (this happens on the stripe's end only). All it does is to send notifications/autoresponders once the form is submitted.

    Nevertheless, let me create a ticket for this so our developers will be aware of this issue and hopefully they'd be able to come up a solution."

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    JotForm Support

    Answered by BDAVID on September 21, 2014 at 02:12 PM

    @TUFC, I see this feature request is still opened, there has not been any update on it, I will send a reminder about this to our second level.

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    JotForm Support

    Answered by NeilVicente on September 22, 2014 at 08:03 AM

    @TUFC

    Please accept our apologies. Somehow the ticket got lost and we were not able to update you soon as it got fixed.

    Just so you know, this bug has been fixed months ago. A declined card should show a declined message.

    To see it in action, kindly submit this test form using the special card number below:

    4000000000000002

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    Answered by daveoreardon on September 22, 2014 at 08:05 AM

    Great news.