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    Forms "stuck" in Pending Submissions

    Asked by VailClub50 on August 26, 2011 at 07:46 AM

    We have one form that has been in Pending Submissions for a few days.  We're afraid to manually okay it as we did this a few days ago and got an error message (but then the entry disappeared and did not go into completed submissions) - now we don't have the information submitted. Why did this happen?  We keep track of who has paid and who hasn't so we don't need or want this feature. Can it be removed?

    Page URL:
    www.vailclub50.com

    Screenshot
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    JotForm Support

    Answered by NeilVicente on August 27, 2011 at 01:50 AM

    Hi,

    Sorry but no, this feature cannot be removed. An unpaid submission cannot go directly to the completed submissions database unless you manually complete it.

    The disappearance of pending submissions that are completed is another issue. May we know if this problem occurs while using a browser that is not IE?

    I tried recreating the problem using Chrome, Firefox and Safari but to no avail. I suggest that you use a different browser to complete this submission. Just to be safe though, click the Details button then copy the submission details to your favorite text or spreadsheet editor before proceeding.

    Let us know if the the submission is carried over to the regular submissions or not. Thanks!


    Neil

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    Answered by VailClub50 on August 29, 2011 at 02:05 PM

    I just tried it with Firefox - it said "error in submission" and the entry disappeared as well - getting a bit frustrated with this.  I saved the information but this should not be happening.

     

    Thanks.

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    JotForm Support

    Answered by NeilVicente on August 29, 2011 at 02:13 PM

    Thank you very much for that information and sorry for any inconvenience caused. I have submitted a report ticket to have this taken a look at, and fixed by our developers the soonest time possible.

    While we cannot guarantee a specific time as to when it will be completed, you'd be glad to know that bugs always take a front seat in our development team's priority list.

    With that in mind, we will let you know of any updates via this thread. Please stay tuned.

    Regards,
    Neil

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    Answered by jennyjac on September 06, 2011 at 10:11 AM

    This is still a problem!  What's happening with the support ticket?

     

    Thanks,

    Jenny

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    JotForm Support

    Answered by NeilVicente on September 07, 2011 at 05:40 AM

    Hi Jenny,

    We're sorry for the delay in this matter. Apparently, the ticket got mixed up and was lost somewhere. I have submitted a new one to have this taken a look at by our developers.

    I personally apologize for this. Thank you for your patience and understanding.


    Neil

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    Answered by jennyjac on September 09, 2011 at 11:34 AM

    I noticed it happened in last year's database as well (Vail Club 50), as I just tested it - does it have something to do with using Paypal Pro rather than regular Paypal?

     

    Jenny

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    Answered by VailClub50 on September 09, 2011 at 11:59 AM

    You can test on this site that I just set up: http://www.jotform.com/submissions/12514133805? - I submitted a form with payment and one without payment, and one went into Pending.  When I said to complete the payment, it disappeared altogether.  This needs to be fixed!!

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    JotForm Support

    Answered by NeilVicente on September 09, 2011 at 12:08 PM

    Hi Jenny,

    Thank you for that follow-up information. I think the best way to confirm your suspicion is to create a test form with a standard Paypal payment tool, then submit on it without completing the payment transaction.

    Complete the pending submission in this form's submissions page. If it completes without any problems, then we can conclude that this issue has to do with the Paypal Pro integration tool. I apologize if I can't test it myself as I don't have access to a Paypal Pro API. All I know is that my tests with a standard Paypal form gained positive results.

    Let us know how your test goes. You feedback will greatly help our developers find the cause of the problem and fix it.


    Neil

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    JotForm Support

    Answered by liyam on September 09, 2011 at 12:29 PM

    Thank you for the details, VailClub50.

    We'll update you once this issue has been resolved.

    Thank you for your patience.

    -Liyam

     

    Note: Your submissions counter was not affected by my test submissions.

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    Answered by VailClub50 on September 09, 2011 at 01:39 PM

    Well, they referred me back to you (:  Here is the text of their message.

    FROM PAYPAL: Recently you requested assistance from PayPal Support. Below is a summary of your request and our response.


    We believe that the problem you’ve reported is now resolved, but if the resolution is not satisfactory you may reopen it by clicking the following link or paste it into your web browser.

    Thank you for allowing us to be of service to you.

    To access your question from our support site, click here.

     Subject
    shopping cart troubleshooting
     
     Discussion Thread
     Response (Lane F) 09/09/2011 10:34 AM
    Hello Jenny Rink,

    Thanks for contacting PayPal today. I enjoyed assisting you and hope you found our conversation helpful. On our call today, we discussed the issue of pending submission orders disappear after error message when PayPal Pro is selected as payment option. We determined that we cannot troubleshoot the issue further from this end because we do not know what happens in the shopping cart software when you follow this process.

    Please contact your provider and ask them to analyze the processing that the cart is doing as you step through this process to determine:

    -is an attempt made to send an API request to PayPal. If not, why the error.
    -if so, what response do you receive, and why the error.
    -why is the data deleted instead of added to your database

    Again, thank you for contacting us, and if you have additional questions after talking to your cart support, please let me know.

    Lane
    Merchant Technical Services
     Customer By Phone (Entered by Lane F) 09/09/2011 10:34 AM
    shopping cart troubleshooting- pending submission orders disappear after error message when PayPal Pro is selected as payment option
     
     Question Reference #110909-000254
    Product Level 1:  Merchant Services
    Product Level 2:  Website Payments Pro
    Date Created:  09/09/2011 10:34 AM
    Last Updated:  09/09/2011 10:34 AM
    Status:  Solved
    Integration Phase:  Live
    Severity:  Some Business Impact
    Environment:  PayPal Live Site
    Cart:   
     
     PayPal Account
    removed for privacy purpose - Neil
     
     Mail copy to
     
     
     Site URL
    http://
     
     Manager Login
     
     
     Partner
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    Answered by VailClub50 on September 09, 2011 at 01:41 PM

    Their email address is ppdts@mailca.custhelp.com and the phone number is 800-852-1973.  He (Lane) asked me several questions I could not answer.  I'd like to get this resolved ASAP.

    Thanks.

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    JotForm Support

    Answered by NeilVicente on September 09, 2011 at 02:11 PM

    Jenny,

    I believe the cause of this issue lies on our end. Paypal's sytem does not have anything to do with it. Like what I said in my earlier response, I have already forwarded the support ticket to our developers.

    You will be notified of any updates on this matter. Your patience is greatly appreciated. Thanks!


    Neil

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    Answered by VailClub50 on September 09, 2011 at 04:11 PM

    Would it help if I gave you are API settings - or is that supposed to be confidential?

     

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    JotForm Support

    Answered by NeilVicente on September 09, 2011 at 04:25 PM

    I wish it could help, but unfortunately, there's only so much testing I can do. Us support team members cannot fix bugs so just keep the API for yourself. Our level 2 support, i.e. developers, are the people who can change codes in the JotForm system, meaning they are the ones assigned to fix bug like this.

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    Answered by VailClub50 on September 09, 2011 at 05:24 PM

    Our issue is not being able to manually complete the submission without losing the record.  It doesn't really matter if it goes into pending submission as long as we can complete it properly.  That does sound like a Jotform issue rather than a Paypal issue.


    Thanks.

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    Answered by VailClub50 on September 14, 2011 at 09:50 AM

    What's happening with the resolution of our problem?

     

    Thanks

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    JotForm Support

    Answered by NeilVicente on September 14, 2011 at 11:49 AM

    Thanks for dropping by. It is on the process of getting tested. We will inform you when this gets completely fixed.

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    JotForm Support

    Answered by liyam on January 15, 2013 at 05:38 AM

    Hello VailClub50.  We apologize that we were not able to update you on this.  But we assume that one of the develpers was able to fix this but missed to inform you.  If the error is still at hand, or there are still issues that happen in any of your forms, please do let us know.

    Thanks.