The submission is saved as complete even if no one was taken to PayPal to actually make the payment

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    Asked on March 06, 2015 at 01:40 PM


    I just had 2 transactions on my form titled "Men's Club Breakfast RSVP's" not send folks to PayPal to complete their transactions. However, when I check the "Submissions" for this form it shows BOTH of them are complete. I then checked PayPal and they didn't not receive money from these folks and my customers BOTH said that, even when they clicked to pay for their reservations online, they were never taken to PayPal to finish.

    If they didn't finish on PayPal, then their transactions would be listed as an "incomplete payment" under the form submissions. THIS IS NOT THE CASE. Both Transactions show "completed."

    # 1 was on 2015-03-06 09:41:05 and is from Gary Schumer
    # 2 was on 2015-03-05 21:15:37 and is from John Louie

    Please let me know what happened and if it is working properly. I did some testing myself and I can't see what happened as it worked fine for me.


  • Profile Image
    Answered on March 06, 2015 at 04:12 PM

    I made a test submission but I was redirected to the Paypal payment page:

    Is this form embed on a website? If so please let us know the url so we can run further tests.

    I will make further tests to try to determine the cause of this situation.

    Let us know if we can assist you further.

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    Mike Stombaugh
    Answered on March 06, 2015 at 05:20 PM

    Yes, the form is embedded in a page:

    The form is designed to redirect you to the PayPal payment page. That part is what is supposed to happen. It didn't happen in the two examples I gave earlier. I also did some testing from my PC and was not able to make the error happen on my PC.

    HOWEVER, I did another test from my iPad, and found that while the "captcha" was still loading (spinning eternally, which sometimes happens), the form would NOT display the PayPal payment field which kept me from choosing anything to bill. In this case, the form would let me check that I wanted to pay, then not display the payment field. If I clicked submit at that point, it would then mark the transaction as complete without taking me to PayPal to finish.

    I could be wrong, but I think that must be what is happening: the "captcha" field is still spinning, trying to load, which then prevents the PayPal field from loading on the form too. Why does "captcha" take so long to load sometimes? I've had other issues with "captcha" in the past as well.


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    Answered on March 06, 2015 at 07:22 PM

    Hi Mike,

    Just to offer some clarification, if your user is directed to PayPal and they do not complete the transaction, it would be counted as an Incomplete Payment. However in a situation such as this, where the form does not send them to PayPal and just submits, it will be counted as a normal submission. Since they were not redirected to PayPal, that is the reason it shows as complete.

    If your user did not get the option to select the order in PayPal, then your form would submit without redirecting.

    I did a test using an iPad emulator and was able to replicate the issue that you are experiencing.

    I cleared your form cache and this appears to have resolved the issue. Please inform us if you are still expereincing and issue.

    Thank you