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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Send auto-reply after receiving payment authorisation

    Asked by eiermann on November 23, 2014 at 09:13 AM

    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

    auto-reply problem message single form cancellation
  • Profile Image

    Answered by Shadae on November 23, 2014 at 10:21 AM

    Hi Chris,

    Thank you for getting in contact with us. To confirm, you would like to get your email notifications for submissions even when a payment has not been received on your payment form?

    If that is the case, you can make changes to your settings to have those email sent to you.

    Please review this guide: http://www.jotform.com/help/273-How-to-setup-Incomplete-Payment-Notification-E-mail 

    I hope this helps, please inform us if you need further assistance.

  • Profile Image

    Answered by eiermann on November 25, 2014 at 06:52 AM

    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.

  • Profile Image

    Answered by Shadae on November 25, 2014 at 08:36 AM

    Hi eiermann,

    Thank you for providing more information regarding what you would like to achieve. To confirm, you would like to have an email sent out to your users once they authorize a payment and other if they don't?

    As the form is set up for authorization only, once the information has been provided through your payment tool, it will be counted as a complete payment on our end and the autoresponder will be sent out to your user and a notification sent to you.

    Unfortunately at this time it is not possible to have a different email sent whenever the authorization has not been done. If you turn on to have notifications sent for the incomplete payments, it will send the same autoresponder that has been set up.

    Please inform us if you need further assistance.

  • Profile Image

    Answered by eiermann on November 25, 2014 at 09:55 AM

    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

  • Profile Image

    Answered by Shadae on November 25, 2014 at 10:31 AM

    Hi eiermann,

    Thank you for providing us with that information. After reviewing your form, I am seeing that your email notification and autoresponder appear to be set up correctly. As such those emails should be sent out.

    I checked your email address and it it not currently on our bounce list.

    Can you please remove the current notification and autoresponder email. Once that is done, please clear your form cache and then recreate the notification and the autoresponder.

    I hope this helps, please inform us if you need further assistance.

  • Profile Image

    Answered by eiermann on November 27, 2014 at 09:47 AM

    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 :-/

  • Profile Image
    JotForm Support

    Answered by ashwin_d on November 27, 2014 at 12:07 PM

    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!

     

     

  • Profile Image

    Answered by eiermann on November 27, 2014 at 11:56 PM

    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

  • Profile Image
    JotForm Support

    Answered by ashwin_d on November 28, 2014 at 03:27 AM

    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!

  • Profile Image

    Answered by eiermann on November 28, 2014 at 08:31 AM

    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?

     

     

     

     

     

  • Profile Image
    JotForm Support

    Answered by ashwin_d on November 28, 2014 at 11:11 AM

    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!

     

  • Profile Image

    Answered by eiermann on November 28, 2014 at 11:14 AM

    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 :-/

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    Answered by Ben on November 28, 2014 at 01:41 PM

    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

  • Profile Image

    Answered by eiermann on November 30, 2014 at 01:37 AM

    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.

    But as long as they authorise us the payment is not pending from my point of view. How do I do that?
  • Profile Image

    Answered by Ben on November 30, 2014 at 04:12 AM

    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