People are submitting forms, but not being promoted to pay

  • Profile Image
    cornerstoneprep
    Asked on January 11, 2016 at 02:09 PM

    On our Legacy Stone form, we have a several people contact us to say they have submitted the form without being prompted to pay for the stone. The screen with payment details is not popping up, rather once the hit the submit button, they see the Thank you for your order form. So, we are receiving submissions, but no payment--which is not good.

     

    Can you please research this and see what needs to be done to fix this?

     

    Thank you!

  • Profile Image
    Kevin_G
    Answered on January 11, 2016 at 04:19 PM

    Hi,

    Thank you for contacting us.

    I made a test and I can see your form is redirecting to PayPal.

    I noticed you have a quantity field in your product, do note, if it's 0 your submitter will not be redirected to PayPal page, and will be redirected to the Thank You Page only.

    Please, make a new test and do let us know if you are not being redirected to PayPal even if you fill the quantity with a value greater than 0.

    We will wait for your response.

    Thanks.