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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    In Paypal Payment How to determine if Submission Payment was completed

    Asked by mtgilead on January 28, 2016 at 04:48 PM

    We are about to setup another form that will be taking payments via Paypal.  Last time when people paid it marked all the orders as incomplete and I had to go back and complete the orders that were paid manually.  Is there a way to where when people pay successfully on Paypal that it will mark the order as completed.

    paypal payment completed payment
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    JotForm Support

    Answered by Chriistian on January 29, 2016 at 12:00 AM

    When a user pays successfully on Paypal, it is automatically marked as completed. The only time it will be marked as an incomplete payment is if the user changed their mind and closed the paypal page without completing the payment.

    If you get any issues with a completed payment being marked as incomplete in your new form, do let us know so we can assist you.

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    Answered by mtgilead on January 30, 2016 at 12:10 PM

    I have did a test order this morning.  The form took me to Paypal to pay and then i got an order confirmation from Paypal and it redirected me to the correct thank you page.  Unfortunately it did not send us a confirmation email and it is still showing up as incomplete.

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    JotForm Support

    Answered by jonathan on January 31, 2016 at 12:21 AM

    I checked the Submission Emails of your jotform http://www.jotform.us/form/53003921755148 and I can see in the sent email logs that emails were being sent successfully for submissions with completed payments.

    logs:

    [2015-11-19 19:11:46] Submission #323698322221132325 Form #53003921755148 SENT to sdavis@thebalmingilead.org from noreply@jotform.com via SENDMAIL 

    [2015-11-19 19:11:37] Submission #323700430481407223 Form #53003921755148 SENT to sdavis@thebalmingilead.org from noreply@jotform.com via SENDMAIL 

    [2015-11-19 19:11:15] Submission #323701955311598168 Form #53003921755148 SENT to sdavis@thebalmingilead.org from noreply@jotform.com via SENDMAIL 

    [2015-11-19 19:10:18] Submission #323707139312641832 Form #53003921755148 SENT to sdavis@thebalmingilead.org from noreply@jotform.com via SENDMAIL 

    [2015-11-19 19:10:02] Submission #323708042457523825 Form #53003921755148 SENT to sdavis@thebalmingilead.org from noreply@jotform.com via SENDMAIL 

     

    I did noticed that the sent emails were quite old.. there was no lotest sent emails for paid submissions.

    BUT they do matches with the completed submissions only as well. So there is no issue there.

     

    --

    Can you please confirm that the issue you are actually having is that there were confirmed payments in your Paypal, but in JotForm, they were in the Incomplete Payments Inbox.

    As for the Notification Email for Incomplete Payments, if you want to receive the email notice for them, you will need to enable it on the Payment tool (Paypal). Check the user guide on how to

    user guide: How-to-setup-Incomplete-Payment-Notification-E-mail

    We will wait for your response.

     

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    Answered by mtgilead on January 31, 2016 at 12:25 AM

    In that Jotform I had to go back and manually confirm each order.  The newest Jotform that I tested to see if things were better was this one: https://form.jotform.com/60294465711153

    I have confirmed with Paypal and the payment has been processed successfully but it is still showing up as incomplete.

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    JotForm Support

    Answered by jonathan on January 31, 2016 at 02:06 AM

    I see that you have 1 test submission payment in your form https://form.jotform.com/60294465711153 that is in the Incomplete Payment Inbox.

    As far as I know, there is usually a slight delay before the complated submission payment will moved or be recorded as successful.

    If you want to receive the Instant Payment Notification (IPN) you can enable this in your Paypal settings.

    Please refer to the user guide: How-to-Enable-IPN-for-Paypal

    Please review this article as well Paypal-Incomplete-Payments-FAQ

    To simplify, please enable IPN for this form.

    Hope this help. Let us know if issue remains.

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    Answered by hongkongdogrescue on May 03, 2016 at 07:33 AM

    I am having the same problem -- PayPal payment was processed but it did not get fed back to jotform to complete the submission, so I had to do it manually.  How do we fix this?
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    Answered by Carina on May 03, 2016 at 09:11 AM

    @hongkongdogrescue 

    I have moved your question to a new thread as we aim at having only one question/user per thread.

    You can find it here:

    https://www.jotform.com/answers/831536 

    Let us know if we can assist you further.