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    I am getting incomplete payments but people claim that payments were made

    Asked by bogeyfree on January 15, 2014 at 09:07 AM

    I am running a raffle and people are buying tickets but I have 10 completed payments and 15 incomplete. Several people say they have bought tickets but it doesnt show that.

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    JotForm Support

    Answered by TitusN on January 15, 2014 at 09:22 AM


    Unfortunately, that might require some manual double-checking. 

    Ask them to send you the Paypal transaction number, or the email they received from paypal and you can manually remove them from the incomplete payments list. 


    To automate the process with paypal, get your IPN (Instant Payment Notification) URL using this fairly technical guide from Paypal: https://developer.paypal.com/webapps/developer/docs/classic/products/instant-payment-notification/ 

    You can then add the URL to your form as shown below:


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    Answered by bogeyfree on January 15, 2014 at 03:24 PM


    This is my form, very basic and as you can see I have no way to know what transactions have failed, at least their name. Paypal says that my API is fine and because I am receiving some payments there isnt anything wrong. However I have only received payment on 10 entries and have 16 incomplete. Is there anything on the form side of things I can change?

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    Answered by Cesar on January 15, 2014 at 03:52 PM

    Thank you for your additional input. As Titus adviced earlier it would be best to verify did take place by requesting the user the PayPal transaction number. As it could also be that they are filling out the form, yet closing the browser window when after being directed tot he PayPal payment process page. In which case the form will be submitted to our servers, yet it will be incomplete as paypal never processed the payment.

    Do let us know if you need further assistance. Thank you.