- carrborofilmfestAsked on September 08, 2011 at 01:19 PM
I have two people who say they've paid (Sept 7-8) but the payments don't show in the database and I did not receive an email notice. I'm trying to figure out where the problem is. There is a payment waiver on the form (we're a small film festival and waive fees under some circumstances) that if clicked does not show the Authorize.net form. I did a test using a waiver and eveything worked.
Thanks, ChrisPage URL:
- allanftdAnswered on September 08, 2011 at 01:53 PM
Thank you for bringing this to our attention. We'd like to get a few more details in order to help us pinpoint where the problem could be. Did these two customers who claimed to have paid receive any form of notification from Authorize.net? If so, can they provide the order reference # or receipt # that we can use to validate their payment? Have you seen their submissions in your JotForm submissions page?
Hope that you can obtain these information and share it with us. We apologize for the inconvenience and we appreciate your patience on this matter.
- carrborofilmfestAnswered on September 08, 2011 at 02:13 PM
I've asked about whether they received any notice but haven't heard back. The do not show up in submissions.
I'll let you know when I hear back.
- carrborofilmfestAnswered on September 09, 2011 at 02:17 PM
It was an attempt to use an American Express card and we don't have that service. I certainly wish that Authorize.net would tell people there was a problem. I don't understand why I didn't get an email though since he claims that he clicked submit. Perhaps he is being less than truthful!
Thanks fore your help.
- allanftdAnswered on September 09, 2011 at 02:25 PM
Appreciate your updates, Chris. No worries at all, thank you also for the opportunity to help you. If you need further assistance in the future, please let us know.