Form responses are kept as incomplete submissions even after the payments have been made

  • Profile Image
    bakingfresh
    Asked on September 01, 2015 at 07:24 AM

    Hi

     

    When A user completes one of my forms and they pay.. it still shows as an incomplete submission my end and I have to manaully click on complete submission. And because it is a incomplete submission my customer does not receive the 2 x auto "thank you for your order" emails.

     

    In the past, once they have paid the submission automcially completes itsself.

     

    Kind Regards

    Stephen

  • Profile Image
    mert
    Answered on September 01, 2015 at 11:34 AM

    Hi Stephen,

    When the payment drop into a incomplete submission, this means payment process is interrupted by some reason and it isn't completed. Also, clicking "Complete Submission" doesn't make your payment completed. It just add it to your completed list. You can check this issue from HERE.

    I suggest you to cross check incomplete submissions with your transaction history(paypal).

     

    If there is nothing wrong with transactions and you still get those incomplete submissions, please let us know.

    Have a nice day.

  • Profile Image
    bakingfresh
    Answered on September 01, 2015 at 11:45 AM

    Hi

     

    Sorry I don't think I explained it right, what I mean is when a user makes a payment (And I've check with paypal that they have made the payment) I am not recieving a notifcation from Jotform, when I view submissions is it showing as a incomplete submission, but when I check paypal they have really paid.

     

    Kind Regards

    Stephen

  • Profile Image
    Ben
    Answered on September 01, 2015 at 02:16 PM

    The reason why that happens Stephen is that IPN is not sent to us.

    This is something that you must set in PayPal and in the same place, you will be given the option to re-send the same notifications, allowing you to just click through them and have the submissions updated.

    Please do check out the following guide to see what steps are required:

    How to Enable IPN for Paypal

    Do let us know how it goes.