Clients online payments not showing up

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    lbphotos
    Asked on July 12, 2021 at 01:41 PM

    I have two clients in the last week state that they paid from the online form, but it is not showing up on the form or in my merchant services ( stripe). Please let me know ASAP if there is something wrong with the online payments through my forms. I have other clients that have had the payment go through.

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    Basil_A
    Answered on July 12, 2021 at 05:23 PM

    Hi,

    Did the clients receive a notification email?

    Are they able to see deductions on their bank statements?

    The users may have failed to submit the form and thought that the payment had gone through.

    Could you also provide the form where the issue happened for us to check it?

    Looking forward to your reply.

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    lbphotos
    Answered on July 12, 2021 at 05:29 PM

    I did not have them check their bank statements because nothing came through on my merchant end. The two forms have "unique ID" numbers. 0062, last name; Shaw , And 0059, last name; Homrock.


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    Nik_M
    Answered on July 13, 2021 at 03:35 AM

    Please provide us a link of the form to which the issue is related. If the form is embedded, please share the webpage URL.

    Related Guide: Where to Find My Form URL?

  • Profile Image
    lbphotos
    Answered on July 13, 2021 at 12:43 PM
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    Basil_A
    Answered on July 13, 2021 at 03:08 PM

    Hi,

    I checked the submissions and no payment was done in those forms.

    You have set the form to allow the users to enter the amount, both those submissions did not have a payment amount entered, that is why they weren't charged.

    Please let us know if you require any further assistance.


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    lbphotos
    Answered on July 13, 2021 at 05:31 PM

    Both clients stated they filled out the form and entered all CC information. They were given a "SUCCESFULLY SUBMITTED" message after form was complete. But then checking their banking accounts the money was NOT deducted. Their is a flaw in the system that my clients are entering CC information, yet it is not being processed. Can you please look in to it further. This leaves me and my customers inconvenienced, and a little leary of the online forms.


    Thank you in advance.

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    Nik_M
    Answered on July 14, 2021 at 02:16 AM

    I checked your form and I found those two submissions. The users successfully submitted the form, considering that the data from other fields was recorded. It is also possible that they entered the credit card information, but they did enter the amount. The payment field can be skipped because it is not required.

    I would suggest you to make the payment fields required and set the suggested amount. You can also set the suggested amount as a minimum to prevent similar issues in the future.

    1626243332_60ee8104ba140_suggested.PNG

    Related Guide: How to Set a Field as Required or Non-Required