Abandoned cart/Cancelled payment process functionality

  • BryanDH
    Asked on January 26, 2022 at 2:08 PM

    I gave feedback when this was launched back in November 2021. Has anything changed regarding 'abandoned cart'/ cancelled payment process?
    This integration works really well as designed if every step works - but it fails if the customer payment fails (or they change their mind and want to go back).
    You need to save the form submission information and show a status of 'payment failed'. But you don't - I lose the entire order.
    When the order is placed and the customer goes to pay - if the payment is successful, jotform works great and the back-end integration receives the order and payment info - all good.
    But when the payment step fails (or the user cancels the payment request on Payfast), the entire order is lost.
    I lose the customer informatinon and their order information.
    There is no 'abandoned cart' functionality

  • Gilbert JotForm Support
    Replied on January 26, 2022 at 4:25 PM


    Thank you for reaching out to us.

    Usually, when the payment step fails after clicking the Submit button, the data that was already entered should not be erased from the form. The user would simply be redirected back to the form he was filling out.

    Can you share with us the URL of the form where this issue is occurring so we could check? You can go to this page for the steps on where you can get this: https://www.jotform.com/help/401-where-to-find-my-form-url/

    Additionally, you can add the Save and Continue Form Later feature to your form so that users can get back to their already prefilled form at a later time and continue filling it out.

    You can check this guide for more details: How to Enable Autofill on Forms

    Let us know if you have any further questions or concerns.