Can you check why a payment form is not processing the payment on ocassions?

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    Asked on March 17, 2016 at 07:28 PM

    Hi JOtform,

    Can you jplease have a look at our Stocks Digital -Express Marketing Material Review form & give any feedback as to why some of the clients payments are going through & not others.

    This week 2 have gone to pending but the client assures us he paid through PayPal!!!

    Any advice as to why this would happen with my payment form?



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    Answered on March 17, 2016 at 08:19 PM

    This could be because your users perhaps close the tab when are going to pay, then those submissions are going to be as incomplete payments and you do not receive the email notification nor the autoresponder is sent, to avoid this I would suggest you to enable the Incomplete Payment Notification, you will find the steps to do it on this guide:

    Also, you may enable the Instant Payment Notification, find the steps on this guide:

    Once you enable this options, you will be sure either a payment is completed or not.

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    Answered on March 18, 2016 at 01:33 AM

    But it is only happening to every other payment/submission.

    The paypal account is set up to send a notification message when payment is made.

    There is something happening between clicking payment button & paypal site.

    I have set up condition logic so the user must pay to be able to submit their form.

    The client is saying he goes through the process makes the payment submits the form & then it goes to pending not paid????

    I have been making the form complete to be able to review the submission.


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    Answered on March 18, 2016 at 02:56 AM

    I checked the submissions on your form and I can see that you have completed the incomplete payments. If you encounter the issue again, please let us know before you complete the incomplete payment so we can check further. For more information on incomplete payments, you can check out this guide: Paypal Incomplete Payments FAQ