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    Customer Information landed in Incomplete Payment - Need to retrieve

    Asked by zalgirissoccer on November 11, 2014 at 11:31 AM

    Hello.  We have two customers who clicked "pay online" option but meant to choose "pay by check."  Their registrations ended up in the "Incomplete Payment" section.  They have uploaded supporting documents and other information that we need but my only option is to complete it by paying?  

    How can we get the information from their submission and how can we alter our form to avoid this problem in the future.  Thank you!


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    Answered by Ben on November 11, 2014 at 12:19 PM


    If you go to your submissions (How to view Submissions ) you can view and edit any submission that was made and see incomplete submissions. Now when you click on the incomplete submission as complete you will not be making the actual payment, just setting the submission in your submissions list or rejecting it.

    Another approach would be to give the link to edit the submission to the people that made a mistake. They would be taken to the same jotform with the data already set and would be able to just change the required details.

    I believe that these guides would be useful:

    Paypal Incomplete Payments FAQ

    How to View Incomplete Payments

    How to setup Incomplete Payment Notification E-mail

    Include Edit Link

    Do let us know if you have any further questions.

    Best Regards,

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    Answered by zalgirissoccer on November 11, 2014 at 12:29 PM

    Thank you!   When I click on the "Complete Payment" bottom, I do see that I now have access to their submission.  Their choice of online is still showing but you're saying that didn't actually go through; is that correct?  I just want to make sure so I can notify them.

    Thank you for such a quick response!


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    Answered by Ben on November 11, 2014 at 12:38 PM


    Yes, that is correct. You have only taken a look at the incomplete submission and decided that you wanted to save the entry, not to dismiss it from your records. This way you can filter what you want to keep and what you do not need any more.

    You can then notify them with the submission edit link which will direct them to the completed jotform just to change few of their settings.

    My suggestion is to set to get the edit link in the email notifications sent to you so you can always give a link to someone that you want to edit their data.

    Best Regards,