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

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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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    Paypal Payment redirection to Thank You page on Form Submission page fails

    Asked by jimla on November 03, 2015 at 04:00 AM

    I am confused. Do I have to enable PayPal "Auto Return" to return to the JotForm Thank You page? The PayPal Return URL Requirements state: "You must provide verbiage on the page displayed by the Return URL that explains that payment transaction details will be emailed to the buyer." Do I have to edit the JotForm Thank You message to add this? On other PayPal transactions does Auto Return use the PayPal Return URL?

    Thanks,

    Jim

    thank you paypal redirect paypal form
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    JotForm Support

    Answered by Charlie on November 03, 2015 at 04:17 AM

    Hi,

    You can use the auto return function of Paypal. Could you try the following:

    1. First, enable your IPN for JotForm by following this guide: http://www.jotform.com/help/276-How-to-Enable-IPN-for-Paypal.

    2. After that, follow this guide on how to enable the Auto Return function: https://www.paypal.com/ph/cgi-bin/webscr?cmd=p/mer/express_return_summary-outside 

     

    Let us know if that will work.

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    Answered by jimla on November 03, 2015 at 03:28 PM

    Our PayPal account is set up with auto return OFF. After completing the transaction, when I click on the "return to website" link in PayPal, I get a brief "Thank you for your purchase" message from our website, then it redirects to: https://submit.jotform.us/complete.php?sid=322390312722948417. This link displays a BLANK PAGE. How do I make it show the JotForm "Thank You" page instead? Do I have to enable IPN for PayPal to get this to work? 

    Thanks,

    Jim

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    JotForm Support

    Answered by jonathan on November 03, 2015 at 06:50 PM

    Hi Jim,

    Can you please confirm first if this was the form http://www.jotform.us/form/53028775596165 you were having issue?

    As mentioned previously, the behavior of the Paypal form is that it will redirect to the Thank You URL used by the form after it was submitted.

    I checked the Thank You page of your form and I noted that it was using the default Thank You page. 

     

    This means that after completion of in Paypal, and the "Return link" is click on, the page should now redirect to the form Thank You page.

    Ex:

     

    Are you saying that this was not what happened when your Paypal form was submitted and successful payment was completed?

    We will wait for your response.

    Thanks.

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    Answered by jimla on November 03, 2015 at 07:39 PM

    Jonathan,

    Thank you for your quick response. Yes that is the form I was using. Clicking on the PayPal return link redirected to the URL https://submit.jotform.us/complete.php?sid=322390312722948417 which displayed blank page instead of the default Thank You page.

    Jim

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    JotForm Support

    Answered by jonathan on November 03, 2015 at 09:08 PM

    Hi Jim,

    Thank you for the confirmation and providing more details.

    This must be a new glitch on the Paypal tool. I have checked your jotform http://www.jotform.us/form/53028775596165  but I did not find anything wrong with the settings.

    I have submitted a bug ticket report to our higher team support to check on this issue.

    We will let you know here at once when fixed.

     

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    Answered by jimla on November 05, 2015 at 01:24 AM

    Hi Jonathan,

    I created a new PayPal test form and it displayed a different "Thank You" message than my original form. The test form returned from PayPal successfully. I will clone my original form and verify the PayPal return behavior.

    Thanks,

    Jim

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    JotForm Support

    Answered by Charlie on November 05, 2015 at 02:35 AM

    Thank you for the additional information. I see my colleague has already reported this problem, and one of our developers is already assigned on it. Apologies for the inconvenience.

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    Answered by jimla on November 08, 2015 at 11:41 PM

    Hi,

    I am still having problems with a garbled "Thank You" message display after clicking on the link "Return to website" from PayPal. My form link is: https://form.jotform.com/53116609412146

    Following is a portion of my Safari browser display:

    {"url":"

    <\/p>\n

    \n

    Thank You!<\/h1>\n

     

    Your Adoption Application has been received by <\/span>Golden Bond Rescue of Oregon<\/span><\/p>\n<\/div>","parameters":{"questions":{"227":"NO","7":{"first":"John","last":"Doe"},"14":"65","15":{"first":"Jane","last":"Doe"},"16":"66","18":"Spouse","20":"This is the final test of the Adoption Application

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    JotForm Support

    Answered by ashwin_d on November 09, 2015 at 03:50 AM

    Hello jimla,

    Thank you for additional information and it has already reached the developer assigned to this ticket. We will get back to you as soon as we have any update from our back end team.

    Thank you!

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    Answered by jimla on November 09, 2015 at 10:33 PM

    Ashwin,

    Thank you for your response. Let me know if this problem can be duplicated and when a fix could be available. This issue is preventing us from deploying the form.

    Thanks,

    Jim

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    JotForm Support

    Answered by ashwin_d on November 10, 2015 at 12:13 AM

    Hello Jim,

    Unfortunately we will not be able to replicate the problem in your form because its requires live transaction to be done using valid credit card. Is it possible for you to use PayPal payment tool in sandbox mode? This will allow use to test your form completely. Please check the screenshot below:

    The following guide should help you how to create sandbox account:  https://developer.paypal.com/docs/classic/lifecycle/sb_create-accounts/ 

    Thank you!

     

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    Answered by jimla on November 11, 2015 at 12:08 AM

    Ashwin,

    Thank you for your help. I created the PayPal sandbox account and enabled Sandbox Mode on the form. I did a test submission and verified the garbled Thank You page occurs.

    Jim

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    JotForm Support

    Answered by jonathan on November 11, 2015 at 01:11 AM

    Hi Jim,

    Thank you for providing us with more details. 

    I have updated the ticket and mentioned that it works just fine when using Sandbox mode.

    The bug ticket is still open and currently assigned to one of our developer. 

    We will notify you here for any updates on the status.

    Thanks.

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    Answered by jimla on November 16, 2015 at 11:56 PM

    Hi Jonathan,

    The broken “Thank You” page display behavior depends on the length of the form. I generated two examples using PayPal sandbox mode to demonstrate this. 

    A short form with 41 fields will submit to PayPal and return by clicking on “Return to xxx@xxx.com” with the correct JotForm “Thank You” page.

    Form: https://form.jotform.com/53199013093151

    Thank You page: https://submit.jotform.us/complete.php?sid=323544353722638197

    A longer form with 78 fields will return from PayPal by clicking on “Return to xxx@xxx.com” with a garbled “Thank You” page which looks like HTML text.

    Form: https://form.jotform.com/53177175002146

    Thank You page: https://submit.jotform.us/complete.php?sid=323544034722411232

    To avoid this problem I have to instruct the form user to close the PayPal page rather than clicking on the option to return to our web page. Please pass this information to your developers to fix this problem.

    Thanks,

    Jim

     

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    JotForm Support

    Answered by Charlie on November 17, 2015 at 03:10 AM

    Thank you for the additional information. It seems like there's a field or something in the form that escapes the characters causing the form's thank you page to break. We will update you as soon as this problem has been fixed.

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    JotForm Support

    Answered by NeilVicente on November 28, 2015 at 10:02 PM

    @jimlia

    We have released a patch today that addresses this issue. Thank You page should no longer display broken codes.

    Please let us know if there is anything else you need help with.

    Thanks!