What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

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.

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    How can I notify and direct customers to my website if the payment is unsuccessful?

    Asked by lilysharma on August 08, 2015 at 11:13 AM

    If someone completes the form, goes on the Paypal payment page and then changes his mind, or payment is unsuccessful, how can let him know and direct him back to my website?

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    Answered by lilysharma on August 08, 2015 at 11:45 AM

    ....how can I let him know and direct him back to my website?

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    JotForm Support

    Answered by Welvin on August 08, 2015 at 04:35 PM

    In the payment page, there is no cancel button. If the user decided to go back or close the browser, that particular submission will be added to your incomplete payment list. Here's how you can check that:


    I would also suggest checking our incomplete payment FAQ: http://www.jotform.com/help/272-Paypal-Incomplete-Payments-FAQ.

    Letting your customer know of the incomplete payment is possible. Here's how:

    http://www.jotform.com/help/273-How-to-setup-Incomplete-Payment-Notification-E-mail (Select "All Emails").

    However, redirecting your customer back to your website or thank you URL is not possible.