How To Get Contact Details on Pending or Incomplete Payment?

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    Asked on February 11, 2015 at 11:27 AM

    We received the JotForm copy of a donation made yesterday with a note that it was a "pending payment".  We did not receive anything from PayPal (and we should have the form properly set up to receive the PayPal notification.  Below is a copy of the form submission.  There is no contact information from the donor so I'm not sure if they just submitted the form and then, when redirected to our secure PayPal page, decided not do follow through?  Please let me know what I need to do and/or if there might be any issue with our online donations...

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    Answered on February 11, 2015 at 12:22 PM


    I believe this is correct, if a user did abandoned or moved away from the checkout page after clicking submit, you won't be able to receive Payments from them, that is why you can see that it's a pending or incomplete payment. You can check this guide regarding Paypal IPN:

    If user did not continue to checkout, and let's say did not log in to Paypal, then you won't be able to know their email or contact details because there's no initial data or information provided. I would recommend that you add an "Email" field in your form so that after they click submit you already have a way to contact them whenever they did not proceed on doing the payment.

    I hope this helps.

    Thank you.