I am trying to retrieve the funds paid

  • Profile Image
    kswoonnbeauty
    Asked on June 04, 2021 at 06:09 PM

    I am trying to retrieve the funds paid on a form through this site. I have been dealing with this issue for well over a month now and I am still unable to access the funds. Nothing has posted to my account and my client stated that the money did indeed come out of her account. If I'm not able to access the money, but it came out of her account, I am trying to figure out where the money has gone and if I am still able to access the $75 she paid on her service. I've also used the transaction I.D. to attempt to find the payment in my payment history; no luck.


    If I can not get this issue resolved I will be discontinuing my business with this platform.

  • Profile Image
    Rehan_F
    Answered on June 05, 2021 at 01:17 AM

    Greetings,

    We are sorry for the inconvenience this has caused. Kindly note that currently, you have Square payment integration active in your account. All payments are processed directly by the payment process. Our integration is built in a way that the payment details are not shared with JotForm. Payment processors handle them directly this is the reason that we do not charge our users any additional charges/fees for transactions made through our forms.

    Could you please tell us if you had this checked with Square support? Please give them the transaction ID to see if they can find it in their records.

    If you can give us the transaction details then we can also escalate it to our backend team to see if we can find any details about the transaction on our end.

    Looking forward to hearing from you.

    Thanks

  • Profile Image
    kswoonnbeauty
    Answered on June 05, 2021 at 07:55 PM
    I have indeed checked my transactions through Square. I have also provided
    a screenshot of the transactions in which the transaction in question
    should be listed in. The $75 payment never went into my account.
    ...
  • Profile Image
    Rehan_F
    Answered on June 06, 2021 at 01:12 AM

    Greetings,

    Unfortunately, we've not received the screenshot with the transaction details. Kindly follow the instructions in the guide below to send a screenshot here.

    https://www.jotform.com/help/438-how-to-post-screenshots-to-our-support-forum

    Looking forward to hearing from you.

    Thanks