I logged a sale but not a JotForm Corresponding submission

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    Asked on June 25, 2014 at 08:00 AM

    We are using this form: http://form.jotformpro.com/form/41675729621966 to take info and process payment. I have the payment info from 2CO below, but there's no JotForm. What happened?


    From: no-reply@2co.com
    Date: June 19, 2014 at 1:08:33 PM EDT
    To: catherinabishopp@yahoo.com
    Subject: German Village Society Sales Receipt 205306346516

    Order Number : 205306346516
    Merchant Order ID : 41675729621966-269006666342891327

    German Village Society ( http://germanvillage.com )

    Contents of your purchase :
    Vendor Product ID : 41675729621966-1002
    Product Name : German Village Art Crawl Garage Fee
    Quantity : 1

    Total : 30.00 ( USD )

    Billing Information
    Catherina  Bishopp
    IP:     IP Location: Dublin ( United States )
    7135 Harriott Road
    Powell, OH 43065
    United States ( USA )

    Thank you for your business.

    * Please do not reply to this email.  Your response will not be received.  Please visit our website to contact us about your order.

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    Answered on June 25, 2014 at 11:47 AM

    Thank you for contacting us.

    Are you not receiving email notification even on your gmail account? If not, can you try to change the sender email from noreply@jotform.com to noreply@formresponse.com also retype the recipient's email address. Here's how you can change the sender email.

    Let us know if this resolves the issue.

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    Answered on June 25, 2014 at 12:38 PM

    Hi Bryan,

    Thanks for your help so far.  My question now is that if I've followed these instructions will the JotForms that weren't logged kick over to my re-typed address?  In other words, I've got x amount of payments, but only x amount of JotForms.  My JotForms are short by THREE, will these finally be sent to my email?  Or is it possible to float the names of the forms I didn't receive to you in order to get them sent?

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    Answered on June 25, 2014 at 03:00 PM


    Thanks for the clarification. 

    That is certainly odd - you should have all the payments and corresponding form submissions matching. 

    The missing submitted forms (but paid) must be on the submission admin panel

    If not - they should be listed under incomplete payments

    Please let us know if you found them. 

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    Answered on June 26, 2014 at 08:54 AM

    Hi, Titus,

    Thanks for your help.  The applicants in question were in these folders.  However, through email even a couple of "incomplete" payments showed as complete payments.  I have 23 incomplete payments, but if I'm beginning to receive notifications from these individuals proving they have paid, that money has been taken out of their accounts, yet I'm not receiving any kind of notification, then I think there's a HUGE problem and a disconnect with JotForm.  While JotForm shows "incomplete", there's proof they have completed the payment.

    To be honest sir, it's caused quite a stir with our program.  We were relying on JotForm's stability to notify us when applications were sent, and if we didn't receive an applicant's JotForm how were we to know they actually applied?

    This process has made us look foolish, it's caused refunds all because we relied on JotForm.  How can you help us fix this glitch?

    Thank you.

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    Answered on June 26, 2014 at 09:36 AM

    Hello Todorov,

    I did check the payment question of your form you have not enabled the "Pending Payment Email". That means you should only be receiving email for successful payment. All the unsuccessful payment should be logged in a "Incomplete Payments".

    I did try to test your form by sending a test submission and my submission was successfully logged as "Incomplete Payments". Please check the screenshot below:

    I would suggest you to please let us know which all submission you see as completed but not received the payments. We will take a look and if required report it to our back end team.

    We will wait for your response.

    Thank you!