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.


  • Profile Image

    Incomplete Payments/Add another Email notification form type

    Asked by consumerscoverage on March 12, 2012 at 12:27 AM

    While I can understand not wanting to send an email submission on an incomplete payment, It would be helpful to be able to set up an automatic responder with a different message for the applicants that left a valid email address.

     Are you worried about spam emails? In that case, I suggest adding another type of optional notifications to the form's manager, when a person leaves an incomplete message with a valid email address or telephone number.

     I do not log on every day checking for incomplete payments. If there is another reason for not sending a message indicating incomplete payments (which can be user selectable, so that orders do not go out to incomplete payments), Please let me know.

  • Profile Image
    JotForm Support

    Answered by idarktech on March 12, 2012 at 02:46 AM

    Hi there,

    This feature request was already in our developers to do list. This is also requested quite often so I'm sure our developers would work on this sometime soon, I can say it's a great addition to JotForm.

    Here's the thread which was submitted to our development team.

    http://www.jotform.com/answers/23034-Pending-Submissions

    We'll keep you posted if any updates are available about this feature. Thanks and have a great day!

  • Profile Image

    Answered by consumerscoverage on March 12, 2012 at 11:34 AM

    Any time on the completion date?

     As a paying customer, I see multiple requests for some time of additional notification form.

  • Profile Image
    JotForm Support

    Answered by mliz on March 12, 2012 at 11:44 AM

    Unfortunately as of the moment we do not have a time frame as to when this feature will be implemented. Our developers   rather have a long list of feature request and are pretty much busy on fixing reported glitches and working on some enhancements as well. This request is already categorized as an important priority, once this is implemented we will be making an announcement on our blog.

    Cheers!

  • Profile Image

    Answered by dmichaels on March 21, 2012 at 11:58 PM

    This really falls into the category of previously incomplete development. We've been waiting seemingly forever for several basic "fixes" to the PayPal payment integration, and while it's nice to hear that it's "on the list", it would be even nicer to hear that it's done already. This is ridiculous.

    If you want folks to use JotForm to conduct business, you need to iron out a few basic business functions; You can't leave incomplete orders sitting in limbo indefinitely without sending some kind of notification to SOMEONE! Send it to the purchaser who didn't complete the transaction or send it to the site owner but you have to let someone know. We can't be expected to come and check for incomplete submissions every day.

    What JotForm does well it does very well, but what it does poorly seems to be almost by design.

    Very sad that such a great product should have such poor response to what's needed.

    David

  • Profile Image

    Answered by dmichaels on March 21, 2012 at 11:59 PM
  • Profile Image

    Answered by dmichaels on March 21, 2012 at 11:59 PM

    This really falls into the category of previously incomplete development. We've been waiting seemingly forever for several basic "fixes" to the PayPal payment integration, and while it's nice to hear that it's "on the list", it would be even nicer to hear that it's done already. This is ridiculous.

    If you want folks to use JotForm to conduct business, you need to iron out a few basic business functions; You can't leave incomplete orders sitting in limbo indefinitely without sending some kind of notification to SOMEONE! Send it to the purchaser who didn't complete the transaction or send it to the site owner but you have to let someone know. We can't be expected to come and check for incomplete submissions every day.

    What JotForm does well it does very well, but what it does poorly seems to be almost by design.

    Very sad that such a great product should have such poor response to what's needed.

    David

  • Profile Image

    Answered by jeanettebmz on March 22, 2012 at 12:37 AM

    I am very sorry to hear about the inconveniences for not having this feature available yet.

    I will definitely go ahead and submit a ticket to our administrators with your  request.

    By doing this,  I cannot promise a time frame for when this request could be completed , but I can assure you that now the priority has been set on the ticket as "important"

    Best regards,

    Jeanette

  • Profile Image
    JotForm Founder

    Answered by aytekin on March 22, 2012 at 03:09 AM

     

    "This really falls into the category of previously incomplete development."

    "you need to iron out a few basic business functions"

    I think there is a confusion about Pending Submissions. In pretty much all of the cases, (unless the time stamp on it is less than half an hour ago) a Pending Submission is actually an abondened payment. So, there is no reason to be notified about it. We only have the pending submissions button so that you can find out about your abondened payments. Usually someone simply clicks on the submit button and does not go through with the purchase intentionally. You should not expect any of those payments to be completed. 

    We have received some requests about sending email notifications about these abondened/pending submissions. We might or we might not implement this feature, but it is definitely not in our priority list. We might decide to completely remove the pending submission button as well since it is causing too much confusion. 

    Thanks. 

  • Profile Image

    Answered by Marcool on March 22, 2012 at 06:59 AM

    There are many reasons for an abandoned payment. One reason could be that somebody changed their mind, but another is that they needed more confidence about a sale or had a question and were interrupted and didn't get back to the web site. Sometimes a simple email or phone call from the web site's owner is all that is needed to complete a sale.

     

    Please remember, not everyone of our customers is technically inclined to leave a forum post or send an email message about the suitable of a product for their unique situation. 

    There are times when we do want to be emailed notified of incomplete submissions. Many people are afraid of inputing their credit card information on the web for a purchase but have no problem giving it over the phone.

  • Profile Image

    Answered by Marcool on March 29, 2012 at 09:12 PM

    I think that Jotform's philosphy on abandoned payments, is if the customer really wanted the product or service, then the customer would be more proactive, either coming back to complete the transaction or contacting us either through email or a forum if we make one available.

    We use incomplete payments as a tool to see if a form should be redesigned, etc. What part of the form did they leave incomplete? Did they stop right before payment or earlier?

    At the very least, a setting that would send us a weekly email, listing

      form a              (2 incompletes)            (10 successul submissions)

      form b              (0 incompletes) <- or not even mention a form w/incompletes.

    would be helpful to us to optimize forms.

     

  • Profile Image

    Answered by cbtcollege on June 05, 2012 at 09:16 AM

    I see this feature has been requested for months now and yet we are still waiting.

    I am trying to promote an event and I can see several people completing the form but when they are about to pay they simply don't do it.

    I would like to send an autoresponse email to all those people that didnt complete their registration remindind them that they can also register at location on the day of the event.

    To get the "incomplete payments" information I have to get them manually, there is no export button. If there is not going to be support to get an "autoresponse after incomplete payment option" at least provide us with a simplier way to export the data of the incomplete payments.

    Thank yopu.

  • Profile Image

    Answered by dmichaels on August 07, 2012 at 10:13 AM

    If a user goes to the trouble of completing a form, entering all of the required fields and then clicks "submit", you have to assume that they really DID want to place the order. Why else would they have gone THAT far?

    If they click submit and then abandon the form, it's only reasonable to at least send them (or the form owner) a message advising that "while you went 95% of the way to completing your order, you're not going to get it because you didn't complete the payment". The alternative, which is where we are today, is that the user thinks they placed an order, expect all is well, and then "Surprise...NOTHING!!"

    Their response, quite naturally, is "Why didn't someone tell me?"

    If I go to TigerDirect.com or Sears.com or many others, and add something to my cart without completing the checkout, I get an email from them telling me that there is still something in my cart. Certainly, having just left their site, I know it's not spam of any kind and I appreciate that they sent it. I can ignore it or I can go back and make the purchase.

    I have to say that the only alternative that makes no sense at all, is the current implementation that just lets it sit, unresolved.

    David

     

  • Profile Image
    JotForm Support

    Answered by jonathan on August 07, 2012 at 02:20 PM

    Hi David,

    "If a user goes to the trouble of completing a form, entering all of the required fields and then clicks "submit", you have to assume that they really DID want to place the order. Why else would they have gone THAT far? "

    For some users, this process is no "trouble" for them at all.

    Some users really have enough time on their hands, specially when the "objective" is to get something free out of something that have payments on it. They will really get "that far" to find out how the payment process is, and maybe attempt to get the product or service without the payment.

    When they can't... they abandone it.

    "while you went 95% of the way to completing your order, you're not going to get it because you didn't complete the payment".

    When you submit the payment form, it will immediately switch to the payment screen (like in paypal). By this payment screen alone, it is already telling and guiding the customer/user to pay. Why would he/she not complete through the payment process? If the user really have the intention of doing the payment, it is simple to do so at this time. 

    If the form have all the messages "Payment" written all over its labels and contexts, then the form user from start, will be expecting to go through a payment process, and that payment process is provided to the user right after submission. If the real intention is to pay, the payment should be completed in a blink.

    It is quite easy to distinguish in this manner, those that have the right intentions.

    As Mr. Aytekin previously stated "a Pending Submission is actually an abondened payment". It may not be 100% true for all cases, but the probability is just a bit lesser. 

    In any case, a true purchaser with the desire to properly acquire something offered for sale... will try to contact the one who offers it. So, it would be much better to leave some contact details where your customer can easily reach in case they encounter actual setback when doing the payment process.

    Technically, this request for feature implementation was already cancelled. It is not in the priority list at all, and may not even get implemented.

    Please inform us if you have any other concerns.

    Thanks.