I've received their form submission but not their paypal payment?

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    Asked on July 10, 2014 at 01:37 AM

    Most of the form submissions went through with paypal (about 90 of them) but about 10 of them are missing a transaction ID and their is no payment recorded. I didn't think it was possible for the form to be received but no payment. (I checked pending, nothing there). What shall I tell the buyers - to resubmit a form or go to paypal?


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    Answered on July 10, 2014 at 06:28 AM

    Hello Theaterspeak,

    I did check your form's submission page and found that there are several submissions which does not have the payment details "Payer Info & Address".

    They seems to be incomplete submissions. Have you manually completed them from the "Incomplete Payments" section of your form's submission page?

    Please confirm if you have not manually set these submissions as completed and I will report this to our back end team. You may also ask your user to check if they see any transaction in there paypal account. 

    We will wait for your response.

    Thank you!

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    Answered on July 10, 2014 at 10:26 AM

    Thank you for your response. I had already completed all pending submissions and there are no more listed (meaning these unpaid submissions are not there). Let me know what I should do next or if there is something you can do on your end. I guess, I can ask them to resubmit if their paypal was not deducted but then I'll have duplicate forms for them which is not a major hassle just requires a little more attention on my end. Let me know.

    Thanks for your help!

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    Answered on July 10, 2014 at 10:42 AM

    Hi Micheline,

    Just to clarify on the incomplete payment submissions, not all (actually most) of incomplete submissions were probably an actual non-completed payment transactions.

    If they were really unsuccessful payments or the respondent had actually abandoned/did not proceed with the payments, then, even if you manually completed them, there will be NO payments/transactions to reflect in the paypal account.

    What you can only save or see in your paypal account should be the real completed paid submissions (those that actually proceeded and made payments)

    I suggest reviewing this user guide about -Paypal-Incomplete-Payments-FAQ

    Take special note also about IPN (-How-to-Enable-IPN-for-Paypal)

    Hope this clarify the matter. Inform us if there is more we can help you with.