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    Received a PayPal payment but the submission is not recorded.

    Asked by carolgray on August 28, 2014 at 12:04 AM

    I can tell that there is a PayPal problem today from reading the forums. Today I got a payment with no form submission. I also have a pending submission from another person with no sign of payment. Am I supposed to contact the person who made a payment? How do I get the information they submitted the first time? Will it just come in later when you get the problem fixed? Please help me.

    Page URL:
    https://secure.jotform.net/form/10983936256

    paypal ipn paypal form paypal payments
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    JotForm Support

    Answered by ashwin_d on August 28, 2014 at 03:34 AM

    Hello carolgray,

    I'm sorry for the trouble caused to you.

    We had some glitch yesterday with the PayPal forms but I believe that should not cause the issue of submission not being captured.

    Today I got a payment with no form submission. - Please let us know the email address or some other identifiers of the user who submitted this payment and we will take a look.

    I also have a pending submission from another person with no sign of payment. - Does that mean that you have not received this payment in your PayPal account? It seems that this user have not completed the payment and that is the reason the submission is marked as pending submission. 

    I did check your form's submission records and found that on August 27, 2014 you have received 2 submissions and out of which one is actually a pending submission. It seems you should have a 3rd submission also for which you have received the payment but the submission detail is not captured. 

    Please let us know some details of this transaction so that we can check further. I am also reporting this issue to our back end team so that they are also in loop and are aware of this issue.

    We will wait for your response.

    Thank you!

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    Answered by carolgray on August 28, 2014 at 11:48 AM

    Here's a copy of the Payment notice I got from PayPal. I have NO DATA from Jotform about this:

    PayPal logo    Aug 27, 2014 18:49:34 PDT
    Transaction ID: 0FE48799R6601512P
    Hello Carol Gray,
    You received a payment of $575.00 USD from (humblehillb@gmail.com).
    To see all the transaction details, please log into your PayPal account. It may take a few moments for this transaction to appear in your account.
    Buyer information
    Jennifer Hilliard
    humblehillb@gmail.com
    Instructions from buyer
    None provided
    Description    Unit price    Qty    Amount
    Subtle%20Hands-On%20Skills%20January%2014-16%2C%202015
    $575.00 USD    1    $575.00 USD

    Total:    $575.00 USD
    Receipt No: 2736-2972-2368-6840
    Please keep this number for future reference, as your customer doesn't have a PayPal Transaction ID for this payment.
    Questions? Visit the Help Center at: www.paypal.com/help.
    Thanks for using PayPal – the safer, easier way to pay and get paid online.
    Please do not reply to this email. This mailbox is not monitored and you will not receive a response. For assistance, log in to your PayPal account and click Help in the top right corner of any PayPal page.

    You can receive plain text emails instead of HTML emails. To change your Notifications preferences, log in to your account, go to your Profile, and click My settings.


    PayPal Email ID PP1470 - 332d706d47c42

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    Answered by carolgray on August 28, 2014 at 12:22 PM

    This just keeps getting weirder. One of the two pending submissions is from the same email address, but different last name as the one for which I have payment, but no email notification or submission on jotform - only a Paypal confirmation of transaction. Is this the same one or different? How the heck am I supposed to know with no details?

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    JotForm Support

    Answered by ashwin_d on August 28, 2014 at 01:12 PM

    Hello carolgray,

    Can you please check the "IPN History page" of your PayPal account and see if the IPN for this transaction was sent successfully?

    You may like to check the following guide under heading "Completing paid submissions":  http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ 

    We will wait for your response.

    Thank you!

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    Answered by carolgray on August 28, 2014 at 07:21 PM

    I think I have this figured out. Eventually, the form associated with the completed payment ended up in the incomplete payments box - although it took many hours. I couldn't tell that the two were associated because my customer used one name on my end of the form and another name for her payment.

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    Answered by carolgray on August 28, 2014 at 07:22 PM

    One more thing: These two things should have happened simultaneously given that the payment went through smoothly and immediately. Things on the Jotform end got majorly hung up. I presume you have these PayPal integration issues fixed, right?

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    JotForm Support

    Answered by NeilVicente on August 29, 2014 at 08:17 AM

    @carolgray

    The PayPal issue you that occurred yesterday is about Paypal transactions not being able to initiate. Since your problem concerns payments that were completed, it is safe to say that these two are not related.

    Can you please check if IPN delivery is enabled for your Paypal account? Also one more thing, did you have an 'Incomplete Payment' added on your form's submissions page before? I couldn't find any after checking your JotForm account.

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    Answered by carolgray on August 29, 2014 at 01:08 PM

    I do not have IPN enabled. It doesn't look like I need it since I get email notifications of all events. There are no events for which I need to create an automated response. As near as I can tell, that's the benefit of setting up IPN.

     

    I have been using the PayPal integration for less than a month. Over the month I have seen some incomplete payments in my submissions page. These all were accurate.

     

    In the particular situation I'm describing now, I received a payment notification from Paypal Aug 27 at 6:49 PM Pacific time. There was no corresponding submission incomplete or otherwise. Then sometime in the morning on August 28 an incomplete submission landed in my submissions box for this transaction. At first I didn't realize it was from the same person, because she used different names for her registration with me and her payment with PayPal. Nonetheless these two events occurred approximately 12 hours or more apart. Plus, even though the payment cleared immediately, the submission never converted from incomplete on its own. I had to do it manually.

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    JotForm Support

    Answered by NeilVicente on August 29, 2014 at 03:02 PM

    JotForm needs your PayPal account's IPN to be enabled, so we would know which submissions were paid for and which were not.

    The fact that IPN is not enabled on your PayPal account is the reason why submissions never converted from incompelte on its own.

    Kindly enable IPN by following this guide:

    http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal

    If you don't have any other purpose for IPN aside from JotForm, please do use https://www.jotform.com/ipns/paypal.php as the IPN URL.

    Thank you very much!

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    Answered by carolgray on August 29, 2014 at 03:10 PM

    OK. I did it using the https://www.jotform.com/ipns/paypal.php url.

     

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    JotForm Support

    Answered by Mike_T on August 29, 2014 at 04:19 PM

    It should help with new form entries. Thank you for your cooperation in this matter.