PayPal payment was received, but no recorded is shown in Submissions Panel nor email was sent

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    Asked on March 25, 2015 at 02:32 AM

    This is a weird one. We have received a paypal payment and it has recorded the Unique ID that was passed but we received no email nor was it recorded on the downloaded spreadsheet. It's not in the incomplete submissions either. Weird.

    The PayPal field iD was 2015-Easter-Show-85

    How can we avoid this in the future?

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    Answered on March 25, 2015 at 09:15 AM


    I'm sure you have the Payer Information, did you check it in your form submissions page? For example, the email address of the customer? The unique ID may be different in the form submissions, but it's showing 85 in your Paypal account. I can't find the related thread, but I remember someone having the same issue before. If I remember it right, what happen is that the form is submitted, but the user forgot something then click the back button and submit again the form to send the payment. 

    Please try to check the payer info in the form submission page and let us know if you found it or not. Otherwise, the issue may be something different.

    Thank you!

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    Answered on March 25, 2015 at 07:16 PM

    Hi Welvin,

    Yes I checked to see if the user was in with email and surname (in case they used different email). They made two payments two days apart. The first was recorded, the second wasn't. There was only one email notification received.

    It's the weirdest thing. I'm wondering if there's some double check we can apply in the future (we have a huge even in November and there's lots of submissions/payments).

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    Answered on March 25, 2015 at 08:51 PM

    but we received no email nor was it recorded on the downloaded spreadsheet. 

    Base on your statement, were you perhaps was just referring to the submission's email?

    It is possible to have completions in the payment transactions and submission data but NO email.

    If the email was blocked or bounced and did not reached your email provider, then you will not received the email.

    Can you please tell us which submission payment that was successful but have no email. We will try trace the email records.

    You can also view the sent email logs using your account.

    user guide: -How-to-view-all-your-form-Email-History



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    Answered on March 26, 2015 at 07:15 PM

    Hey Jonathan,

    not sure what you mean by submission payment but the paypal custom field was 2015-Easter-Show-85---{removed1}.

    it was recorded by PP as 11 March at 16.01 from {removed2} (this user also made the same amt payment on 8/03/2015  6:12:43 pm). So, the first payment etc was recorded but the second one a couple of days later wasn't.

    I've checked our email logs, but it doesn't seem to be there. Nothing should've bounced - I've received all (I hope) others at the gmail account and most of the senders are using a gov email domain (so not spammy).

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    Answered on March 26, 2015 at 07:47 PM

    I apologize for the confusion.

    But I was trying to understand the issue you originally reported. 

    From what I get in your original message, you did not received an email alert from the submission payment. And you wanted to prevent this from happening again.

    Please correct me if I did not understand correctly the actual issue your reported.

    Were you able to see in the form submission data the successful payment that doesn't have the email notification?

    You can check the submission data. Tell us which submission and we will try trace on the email logs if there was email sent for that submission.



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    Answered on March 28, 2015 at 03:14 AM

    I didn't really explain very well, sorry.

    We didn't receive an email.

    More importantly though, there is no record in the submission data for this transaction from the form (although there is one of the custom fields I added to the form in the records at PayPal). 

    Basically, we only found out about the transaction because the submitter queried the number of items that they received.  

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    Answered on March 28, 2015 at 05:26 AM

    I took a look at your jotform and from what I see the custom ID 85 is missing from the submissions page.

    Looking at the incomplete payments there is no trace of the payment on March 11 from that email address (which I removed from your last reply and added to our staff notes).

    I took a look at the email logs as well and there is no record of it being sent at that time.

    I presume that there might have been some issue with the way the form is embedded that caused the links to not get properly built in that one case, but to confirm that we would need to see the page where the form is embedded.

    In either case this is an issue that I will raise to our team working on this since no submission should be missing.

    Can you please tell us if there is anyone with access to your account that might have deleted the submission by a mistake? There would still need to be an email in regards to the payment, but this is just to cover the chance of something like that happening.

    Thank you.

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    Answered on March 30, 2015 at 11:47 PM

    Hi Ben - it's a mystery.

    No one has access to the account but me at the moment, so I don't see how it could've been deleted. And yeah, no email either. Stranger and stranger.

    The form was embedded into a Wordpress site (using your little plugin). 

    thanks for chasing this up for us. I know this is the stuff of IT support horror ;-)

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    Answered on March 31, 2015 at 05:44 AM


    Thank you for the answer. The ticket is now assigned to our developer. If there are updates, you should know it via this thread.