Receiving notification from Stripe about the transaction but also getting a message that the Webhook attempt with Jotform failed

  • Profile Image
    Tammy_Zink
    Asked on May 09, 2022 at 05:31 PM
    Different problem now on the same form: https://hipaa.jotform.com/220756602903150 Please help...

    Received notification from Stripe of transaction. However, there was no notification from Jotform about submission. Checking Jotform, there is no record of submission. Stripe says webhook failed?

    1652125615_62796faf459b8_

    Here is the event data:

    {
    "object": {
    "id": "cs_live_a1x15w37ZaIyQsaEtdEG4YxiFFzVLUDbifNDGdUAoKcDJu9hKVPjeIlAvh",
    "object": "checkout.session",
    "after_expiration": null,
    "allow_promotion_codes": null,
    "amount_subtotal": 5000,
    "amount_total": 5000,
    "automatic_tax": {
    "enabled": false,
    "status": null
    },
    "billing_address_collection": null,
    "cancel_url": "https://hipaa.jotform.com/220756602903150?session=StripeCheckout-5279306538502380709",
    "client_reference_id": null,
    "consent": null,
    "consent_collection": null,
    "currency": "usd",
    "customer": "cus_LevLej5xqmVP5j",
    "customer_creation": "always",
    "customer_details": {
    "address": {
    "city": null,
    "country": "US",
    "line1": null,
    "line2": null,
    "postal_code": "29073",
    "state": null
    },
    "email": "knhofbauer12@live.com",
    "name": "Kaitlyn Brooks",
    "phone": null,
    "tax_exempt": "none",
    "tax_ids": [
    ]
    },
    "customer_email": "knhofbauer12@live.com",
    "expires_at": 1652207854,
    "livemode": true,
    "locale": null,
    "metadata": {
    "formID": "220756602903150",
    "submissionID": "5279306538502380709",
    "isDevelopment": "false",
    "isEnterprise": "false",
    "isHipaa": "true",
    "euOnly": "false",
    "host": "hipaa.jotform.com"
    },
    "mode": "payment",
    "payment_intent": "pi_3KxbScJjxWpw1pbj1OywR068",
    "payment_link": null,
    "payment_method_options": {
    },
    "payment_method_types": [
    "card"
    ],
    "payment_status": "paid",
    "phone_number_collection": {
    "enabled": false
    },
    "recovered_from": null,
    "setup_intent": null,
    "shipping": null,
    "shipping_address_collection": null,
    "shipping_options": [
    ],
    "shipping_rate": null,
    "status": "complete",
    "submit_type": "auto",
    "subscription": null,
    "success_url": "https://hipaa.jotform.com/complete.php?sid=5279306538502380709",
    "total_details": {
    "amount_discount": 0,
    "amount_shipping": 0,
    "amount_tax": 0
    },
    "url": null
  • Profile Image
    Gilbert
    Answered on May 09, 2022 at 05:42 PM

    Hello Tammy,

    Can you go to your Jotform Tables and check if the submission was placed in your Pending payments? If it's there, you should be able to manually complete the submission so it would reflect on your Tables and Inbox.

    1652132278_627989b6ab879_

    Reference guide: How to View Incomplete Payments of Your Payment Forms

    Also, is this issue occurring on a single submission only or on several other submissions? You can also try switching from Stripe Checkout to the standard Stripe integration to see if the issue will still occur.

    Please try our suggestions above and let us know how it goes.

  • Profile Image
    Tammy_Zink
    Answered on May 09, 2022 at 05:54 PM

    Thank you so much. They had already received a registration without a hiccup. This one differed in that it was a different "product" chosen. I will monitor submissions and if it happens again, I will try the Stripe Standard – although I am not quite sure of the difference. I'm sure I can find a help article if it happens again. Thank you again.