Paypal payment went through but no form was submitted

  • ESLI
    Asked on November 18, 2015 at 11:09 AM

    Hi,

     

    On November 16, 2015 we received the Paypal payment from a Jotform Application Form but did not receive the info contained in the form.

    Item amount:   $150.00 USD
    Sales Tax:   $0.00 USD
    Shipping:   $0.00 USD
    Handling:   $0.00 USD
    Quantity:   1
     
    Item Title:   App Fee (for English Only apps)
    Custom:   51974929857982-323502664329966115.
    Date:   Nov 16, 2015
    Time:   09:04:26 PST
    Status:   Completed  

     

         
         
         
     
     
         
         
         

     

    We are wondering how this is possible given that the form is littered with required fields. I have looked in the inbox of Jotform as well and no record of the transaction there either.

    Any ideas?

    Here is the form in question:

    https://secure.jotform.com/jsform/52296127247256

     

    Thanks

    Bruce

    Bruce Lacey
    ESLI Director of Information Services
    1.519.913.3111
    bruce@esli-intl.com
    http://www.esli-intl.com
    Page URL: http://www.esli-intl.com/index.php?option=com_content&view=article&id=226&Itemid=6
  • David JotForm Support
    Replied on November 18, 2015 at 12:21 PM

    Hi,

    Checked to see if the data is listed under one of your incomplete payments:

    http://www.jotform.com/help/564-how-to-view-incomplete-payments-of-your-payment-forms/

    Paypal payment went through but no form was submitted Image 1 Screenshot 20

    There may have been trouble relaying the complete payment notification back to your JotForm account and it was stored there instead.  I saw one entry as recent as 11-9, though nothing on the same date as your payment.

    I checked our email logs for the addresses in your form and was unable to find anything from that date either.

     

     

  • ESLI
    Replied on November 18, 2015 at 1:51 PM

    Hi David,

    Thanks for the quick response.

    My only thoughts on this are that hotmail.com email has been very unpredictable recently (can't send to or can't send from or both) and am wondering if some well meaning spam server nabbed the completed form and shot it back to Jotform as undelivered, but that still doesn't explain why the info wasn't captured here (Jotform) at the source. Very strange.

     

    There again sometimes the countries that our company deals with have strong blocking technologies that foul things up.

    Anyway, now you know about the potential problem and if it happens often enough further investigation may be warranted.

    Thanks again,

    Bruce

  • David JotForm Support
    Replied on November 18, 2015 at 3:17 PM

    Email filtering should not disabled the submission from going to your JotForm account.  If you can provide any further details regarding the user who submitted the payment, name, email address, anything of that sort, we can try to match it to one of the incomplete submissions.  There is not much we can do other than that.

    If it happens again, let us know as soon as you can and we will be happy to have another look.