Pending Incomplete Payments?

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    Asked on February 26, 2015 at 10:41 AM


    I've got a buyer who has submitted a form, but her payment isn't "going through"... And it — along with several other orders from other clients— are sitting in my pending folder.

    What do I need to do to force the completion of those transactions? Just wait?? If I click "complete submission" will that pull or speed up the payment from the buyer's account? or will that cancel the transaction?

    I don't want her to have to Resubmit the order and get charged twice.

    Thanks for your help.

    **Also, when I try to run a report on all submissions, I can't get the NUMBER of tickets purchased b/c that info is embedded in the Paypal section of the form. Is there any way to add that field into the report? Trying to get a count of how many tickets have been purchased.
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    Answered on February 26, 2015 at 01:50 PM


    Please see our guide regarding Incomplete Payments here:

    JotForm does not actually process or handle payments, we have integration to different Payment Processors, in this case it's Paypal. What we do is when a user submits the form, the data will be sent to Paypal and a secured payment gateway will be presented to the user, he/she will then do the purchase or payment directly there.

    To know if you have successfully have a transaction, you'll receive a confirmation from Paypal. The "Incomplete Payments" option in our "Submissions" page shows only that the user did not complete the transaction (see guide above), he/she might have accidentally close the browser or he changed his mind at the last minute, clicking the "Complete Submission" does not force any payment, it just logs that submissions to your reports.

    You might also be interested with the following guides: 


    For the other concern that you have, we advise our users to create new threads for each question that they have, I've opened a new thread for it, you can refer to this link instead: We will address to it accordingly. 

    I hope this helps.

    Thank you.