Not able to receive submissions from paypal payment form

  • Stylemaker
    Asked on July 10, 2016 at 5:55 AM

    My Color Analysis quiz is currently not working.  I've had 3 or 4 people that have paid via Paypal but the questionnaires are not registering.  Please can you help? 

    Many thanks

    Pamela Graham

    Stylemaker (username)

  • Irshad
    Replied on July 10, 2016 at 9:25 AM

    I am able to see total 16 submissions of your Form. 

    Not able to receive submissions from paypal payment form Image 1 Screenshot 20

    Can you please confirm me, do you mean you are unable to receive email notification of those Form submission, or you need something else.

    Thanks

  • Stylemaker
    Replied on July 10, 2016 at 1:46 PM
    There have been 3 or 4 since the 16 recorded. Notification comes through from Paypal re. payment but no information is forth-coming from Jotform. Each time the customer has said that they completed the form and uploaded photographs.
    I would very much appreciate your help.
    kind regards
    Pamela Graham
    www.style-yourself-confident.com
    https://www.facebook.com/styleyourselfconfidentcom
    https://www.linkedin.com/profile/preview?vpa=pub&locale=
    ________________________________
    ...
  • jonathan
    Replied on July 10, 2016 at 4:58 PM

    Hi Pamela,

    Please take note that there were also incomplete submission payments in your paypal payment form https://www.jotformeu.com/form/50444526853356

    refer to tto our form Paypal FAQ

    Not able to receive submissions from paypal payment form Image 1 Screenshot 20

     

    If the submitter did not proceed with the payment, the incomplete transaction will be on incomplete payment inbox.

    Can you please check if the missing submission is in the incomplete payment inbox? 

    Can you also share to us detials of those missing submission payments. Tell us the email details so that we can also check.

    We will wiat for your updates.

     

  • Stylemaker
    Replied on July 11, 2016 at 5:45 AM
    Hi - thank you I hadn't seen this box before and obviously there are some anomalies.
    6 incomplete submissions are:
    Adriana Cetateanu YES form and photographs came through - I completed the analysis NO payment and although has been requested several times still NO PAYMENT
    Marica Stodalka NO form or photos came through, I requested them YES payment was received via Paypal
    Sandra Smith NO form or photos came through, I requested them YES payment was received via Paypal
    Zeline Middaugh NO form or photos NO payment
    Christine Leung NO form or photos came through, I requested them YES payment was received via Paypal
    Cherry Leung this is obviously a duplicate of the above
    After I realized that Adriana Cetateanu got her Color Analysis but had not paid I requested your help and presumably something on the form was tweaked to enable payment.
    Since then, thee have been the other 5 submissions or 'incomplete' submissions. Would really appreciate your help in sorting this out.
    kind regards
    Pamela Graham
    www.style-yourself-confident.com
    https://www.facebook.com/styleyourselfconfidentcom
    https://www.linkedin.com/profile/preview?vpa=pub&locale=
    ________________________________
    ...
  • Irshad
    Replied on July 11, 2016 at 7:50 AM

    We are checking, and will send you further updates soon.

    Thanks

  • Irshad
    Replied on July 11, 2016 at 8:18 AM

    I have a request, can you please confirm with the actual submitter, if a payment really made or not. As for the incomplete, please check IPN setting, and make sure it is enabled.

    Thanks

  • Stylemaker
    Replied on July 11, 2016 at 9:46 AM
    Hi Irshad
    I have confirmation through Paypal when someone has paid - that was the list I sent you. Adriana Cetateanu has had 3 reminders and obviously doesn't want to pay!
    Sorry I can't find the IPN setting to make sure it's enabled.
    Pamela Graham
    www.style-yourself-confident.com
    https://www.facebook.com/styleyourselfconfidentcom
    https://www.linkedin.com/profile/preview?vpa=pub&locale=
    ________________________________
    ...
  • Kevin Support Team Lead
    Replied on July 11, 2016 at 11:52 AM

    Here is the guide to enable the IPN option in your PayPal account: How-to-Enable-IPN-for-Paypal

    This way you will be notified as soon as you receive a payment, but I would also suggest you to enable the Incomplete Payment Notifications on our end as well, so you will be notified when a submission is sent without a payment and it will be a proof that nothing was processed on the PayPal's end, here is the guide: How-to-Setup-Incomplete-Payment-Notification-E-Mail

    With these options enabled you will be notified about all actions in your form, so you can request the submitter to send you the payment, but do note that the payment will need to be sent manually if you want it to be sent through your form, then your submitter will need to fill out the form again. 

    Hope this helps.