Send auto-reply after receiving payment authorisation

Hi there,

I use PayPal payment authorisation in order to charge the PayPal account if the customer doesn’t show up for the activity he/she booked. Our customers pay in cash directly to the provider. In case the customer doesn’t show up we would charge a cancellation fee via PayPal/Credit card. Therefore it is necessary to have the authorisation from the customer. 

Now the problem: The auto-reply message doesnt get sent until I manually complete the payment. But actually for us all is ok as long as we have the authorisation. Is there a way the auto-reply gets sent without having manually to confirm every single form entry?

Looking forward to your suggestions. 

Cheers,

Chris

Dear JotForm support, thanks for this answer. 

I only need payment authorisation, no actual payment. So is there a way that I only receive notifications when a payment was authorised? The client should only receive an autoresponder "thanks for your booking" if payment was authorised and "do you need help with the payment?" if client only fills in the form but doesn't authorise the payment.

Hi there. That would also be ok but unfortunately neither the auto-responder nor the notification email is sent after the user completes the authorisation via PayPal. 

You can see the form here:  http://form.jotform.com/form/13563724139

Hi Shadae,

I realised the problem is not solved. The submissions are still stored in "pending payments" and no notification emails or auto-responders are sent. We need to solve this asap :-/

Hello eiermann,

Do you mean to say that the submission is still in the "Incomplete Payment" section of your form's submission page?

Can you please let me know with which form you are having this issue with? I did check your last edited form and it does not have any incomplete payments.

Do get back to us with the form details and we will take a look. This happens when the IPN of your PayPal account is disabled which cases the confirmation not reach back to JotForm. Please ensure that the IPN of your PayPal account is enabled. The following guide should help you: http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal 

We will wait for your response.

Thank you!

Dear JotForm team,

thank you a lot for your assistance in this case. IPN in Paypal was not enabled. I enabled it now according to your provided link above. 

The most used form for payment authorisation is this one: Form

Currently there are no incomplete payment notifications because I manually approved them. I will let you know if I still have the issue after enabling the IPN in Paypal. 

Do I understand it correctly that the autoresponder and notification emails should be sent as soon as the payment is authorised without the need to go to paypal.com and capture the payment?



Cheers,

Chris

Hello Chris,

If you are not using the "Authorization Only" feature and the user is redirect to PayPal checkout page where the payment is settled, the auto-responder and submission email will be triggered.

Please be noted that if you are using authorization only feature, the payment will not be captured but the submission emails and auto-responder will trigger.

Hope this answers your query.

Do get back to us if you have any question.

Thank you!

Dear JotFrom support, that's also what I thought but unfortunately it is not working. If you check my form from the previous post you can see that there is a pending payment although it has been paid via Paypal (see screenshots below) :-/

Do I need to set the IPN relay URL in properties of the payment tool in the form?

Hello Chris,

I am not sure if I have understood your question correctly.

Do you mean to say that you have set your payment question as "Authorization Only" but the submissions are still marked under incomplete payment? Is that the issue you are having?

We will wait for your response.

Thank you!

My booking form requires payment authorisation via PayPal in order to complete the form. The form is set to "authorisation only". Yes, the submission are all still marked as "incomplete payment". No auto-responders or notification mails are sent :-/

Hi Chris,

No auto-responders or notification mails are sent

I took a look at your jotform and I see the reason why you are not getting your emails.

You need to set it to send you the email about what happens with the payment processing.

I would suggest reading these guides:

Paypal Incomplete Payments FAQ

How to setup Incomplete Payment Notification E-mail

Once this is set, you should be getting more emails.

Do let us know how it goes.

Best Regards,
Ben

Hi Ben, this would mean even the customers who don't do the payment authorisation will get the auto-reply "thank you for your booking"? Is this correct?

The goal is that everyone who authorises us to capture the payment will get the auto-reply (and we get the notification email). I will setup pending payment emails in the future.

Hi Chris,

this would mean even the customers who don't do the payment authorisation will get the auto-reply "thank you for your booking"? Is this correct?

This depends on your choice in settings. you can send all notifications, all emails or no emails at all. If the emails are sent, then the logic behind them is applied ie. the autoresponders and notifiers are set to fire just as they usually would.

Now in regards to your question about setting up the authorized payment I have moved it to a new thread here http://www.jotform.com/answers/466926 since we can only have one question per thread.

Please leave your further replies in regards to that query on that thread.

Thank you.

Best Regards,
Ben