- cscnatsAsked on September 18, 2011 at 09:24 AM
Jotform says that 3 of my submissions have paid their $20 fee, but it is not in my Paypal account at ALL, and no one received an email from paypal saying that their money was paid out. The people who submitted payment say their paypal lables the money 'unclaimed'. Do they need to resubmit their payment?Page URL:
- JotForm FounderaytekinAnswered on September 18, 2011 at 11:01 AM
It sounds like you entered an incorrect email address as your paypal email address. Open your form on form editor, click on the PayPal payment field, and change the "PayPal address" field on the first page of the wizard.
- cscnatsAnswered on September 18, 2011 at 05:10 PM
You're right - it was the wrong email! What happens now with the 3 payment submissions? Do I need to contact the sender, have them cancel their original payment, then have them send the money directly through paypal?
- JotForm FounderaytekinAnswered on September 20, 2011 at 05:19 AM
I think PayPal will probably reverse the charges after some time if there is no one in that email address.
You can also ask them to open a PayPal Dispute. They should say they have sent the payment to wrong address in the dispute and they should get their money back in a few days. That's probably faster.
- tomevans18Answered on February 01, 2012 at 02:11 PM
cscnats - I have recently done the same as you. What did you do to fix it? As I do not really want to ask my client to cancel and then resubmit. Thank you
- cscnatsAnswered on February 01, 2012 at 05:03 PM
Yes, unfortunately. The money they originally submitted (which was never charged because it didn't go anywhere) was returned to them after 30 days.
I had to email the 4 people and have them resubmit with the corrected link/email address. A bummer, but a learning lesson. Sorry, tomevans!